Front Office Associate (NUSTAR)

Robinsons Land Corporation; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Robinsons Land Corporation in Cebu City is seeking a Front Office Associate to warmly welcome guests, deliver outstanding service, and coordinate with hotel departments to meet guest needs. You will handle reservations, check-ins, and data updates in the PMS, ensuring a smooth and efficient guest experience.

The role requires a hospitality-related degree, strong communication and cash handling skills, and the ability to stay calm under pressure while supporting guest satisfaction and loyalty

Qualifications

• Associate or Bachelor’s graduate in hospitality related course.
• Previous experience in customer service or front desk roles, preferably in a hotel environment.
• Friendly and welcoming demeanor.
• Strong interpersonal skills, attention to detail, problem-solving abilities.
• Knowledge of basic accounting principles and cash handling procedures.
• Ability to remain calm and composed in high-pressure situations.
• Commitment to providing exceptional guest service and maintaining a positive guest experience.
• Conversant and fluent in English (oral and written), other languages preferred.

Responsibilities

• Greet guests warmly and ensure they feel comfortable and valued.
• Deliver exceptional customer service and resolve guest issues or special requests.
• Handle incoming calls, screen them, and direct inquiries to the right departments.
• Provide accurate information about services, amenities, and local attractions.
• Promote hotel amenities, upgrades, and special offers to guests.
• Coordinate with other hotel departments to meet guest needs.
• Assist with check-in via pre-arrival checks and guest profile review.
• Update guest data and profiles in the PMS (email, contact numbers, nationality).
• Manage reservations through various channels and allocate rooms per preferences and availability.
• Assign rooms based on guest preferences and availability.
• Ensure rooms are prepared and inspected before arrival in coordination with Rooms, Housekeeping, and Maintenance.
• Respond promptly to guest inquiries, requests, and complaints.
• Arrange tours, transportation, and restaurant reservations as requested.
• Explain loyalty programs and encourage enrollment.
• Process payments accurately and securely.

Skills

Customer service

Front desk

Interpersonal skills

Cash handling

English fluency

Calm under pressure

Hospitality knowledge

Multi-tasking

Education

Associate or Bachelor’s in hospitality

Job description

Job Responsibilities:

• The Front Office Associate is tasked with warmly welcoming guests as they arrive, ensuring they feel comfortable and valued.

• Provide exceptional customer service and resolve guest issues or special requests.

• Handle incoming calls, screen them appropriately, and direct inquiries to the relevant departments or personnel

• Providing accurate information in-person or via phone/email regarding services offered by the organization, about hotel amenities, local attractions, and dining options to enhance guests stay.

• Promote hotel amenities, upgrades, and special offers to guests to enhance their experience and increase revenue.

• Addressing customer inquiries and complaints professionally to enhance client satisfaction.

• Coordinate with other hotel departments to meet guest needs.

• Provides an efficient check in process through pre-arrival checks, familiarizing with guest’s history, profiles and designation.

• Responsible for collecting accurate and quality guest’s data and update guests’ profiles in the PMS e.g. email address, contact numbers; nationality et al.

• Handle reservations through various channels when needed, e.g. guest is inquiring directly from the desk. This may include confirming reservation details, input information accurately into the system, and allocate rooms according to guest preferences and availability.

• Assign rooms based on guest preferences, special requests, and availability.

• Ensure rooms are properly prepared, clean, and inspected before guests arrive, coordinating with Rooms Controller, Housekeeping and Maintenance team as needed.

• Respond promptly to guest inquiries, requests, and complaints, ensuring guests needs are highly met.

• Assist with arranging tours, transportation, and restaurant reservations as requested.

• Provide information about loyalty programs and encourage guests to enroll.

• Handle cash, credit card transactions, and other payment methods accurately and securely.

§ Liaise with Finance Department to ensure that credit procedures are properly carried out

§ Maintain zero to a minimum number of Audit Findings and ensure Audit Findings are resolved within 48 hours.

§ Ensure no pending folio or account is left unsettled on a daily basis

• Balance cash drawers at the beginning and end of shifts, reconciling any discrepancies and maintaining accurate records

• Maintain clear and effective communication with other hotel departments, including housekeeping, maintenance, and food and beverage, to ensure guest needs are met promptly and efficiently.

• Perform various administrative tasks, including updating guest information, filing paperwork, guest checks and generating reports, etc.

• Maintain confidentiality of guest records and adhere to data protection regulations.

• Follow established procedures in the event of emergencies, such as fire alarms, medical incidents, or security concerns.

• Assist guests in evacuating the premises and notify appropriate personnel as necessary

• Complete other duties as assigned

Qualifications:

• Associate or Bachelor’s graduate in hospitality related course.

• Previous experience in customer service or front desk roles, preferably in a hotel environment.

• Friendly and welcoming demeanor.

• Strong interpersonal skills, attention to detail, problem-solving abilities.

• Knowledge of basic accounting principles and cash handling procedures.

• Ability to remain calm and composed in high-pressure situations.

• Commitment to providing exceptional guest service and maintaining a positive guest experience.

• Conversant and fluent in English (oral and written), other languages preferred

• Flexibility to work on weekends, public holidays and occasional long shifts