Front Office Executive

Position Overview

The Front Office Executive plays a crucial role in hospitality operations, handling guest check-ins by verifying identities, payment methods, assigning rooms, and issuing room keys. This role demands establishing accurate guest accounts, documenting exceptions, and securing advance payments. It also involves compiling daily financial reports and processing various payment types, ensuring secure handling of receipts and bank drops.

Key Responsibilities

• Manage guest check-in procedures, including verifying identities and forms of payment.
• Assign appropriate rooms and activate room keys.
• Set up precise guest accounts tailored to individual requirements and input loyalty program details.
• Ensure rates conform to market codes and meticulously record any deviations.
• Secure payments before issuing room keys and verify or adjust guest billing as needed.
• Prepare and review daily operational and financial reports such as cashier and closing summaries.
• Provide guests with directions and comprehensive property information.
• Handle guest requests, liaising with relevant staff members and ensuring completion.
• Process all types of payments, including vouchers and charged services.
• Count and safeguard cash banks at shift start and end, maintaining compliance with accounting protocols including manual authorization steps.
• Report any theft incidents to Loss Prevention or Security teams promptly.
• Assist management in employee training, evaluation, counselling, motivation, and coaching, acting as a role model and facilitating open communication policies.
• Maintain positive workplace relationships, supporting team goals and promptly addressing employee concerns.
• Adhere strictly to company policies on safety, appearance, confidentiality, and asset protection.
• Welcome guests warmly, anticipate and fulfill service needs, and assist guests with disabilities.
• Communicate clearly and professionally, handle telephone etiquette, and ensure accurate documentation.
• Observe quality standards, operate computer and POS systems efficiently, and perform physical tasks such as standing or walking extended periods and handling lightweight objects.
• Perform additional tasks as delegated by supervisors.

Candidate Profile and Qualifications

• Minimum education: High school diploma or G.E.D. equivalency.
• At least one year of related work experience required.
• At least one year of supervisory experience is preferred.
• No special certifications required.

Company Commitment and Culture

St. Regis Hotels & Resorts, part of Marriott International, is dedicated to fostering an inclusive workplace that values diverse cultural backgrounds and experiences. The brand is known for delivering exceptional, bespoke guest experiences with a blend of classic elegance and contemporary style, including unique Butler Service. The employer is an equal opportunity organization actively supporting non-discrimination on any legally protected basis.