Full job description

Job Summary

The Receptionist is responsible for providing professional and courteous service to all guests while ensuring the efficient operation of the Front Office. The role includes handling guest check-ins and check-outs, reservations, payments, guest inquiries, and maintaining accurate records in accordance with hotel policies and procedures.

Key ResponsibilitiesGuest Services

• Welcome all guests in a friendly, professional, and courteous manner.
• Perform guest check-in and check-out procedures efficiently.
• Verify guest identification and complete registration requirements.
• Assist guests with inquiries, requests, complaints, and special arrangements.
• Maintain excellent customer service standards at all times.

Reservations

• Process direct, online, corporate, and travel agency reservations.
• Update room availability and reservation records accurately.
• Coordinate with the Housekeeping department regarding room readiness.
• Promote hotel services and maximize room sales through upselling.

Financial Responsibilities

• Receive cash, credit card, and online payments.
• Issue invoices and receipts accurately.
• Prepare daily cashier reports and balance the cash float.
• Report any payment discrepancies immediately.

Communication

• Answer telephone calls professionally and transfer calls as required.
• Respond promptly to guest emails and online inquiries.
• Coordinate with Housekeeping, Maintenance, Security, Sales, and Accounts departments to ensure smooth operations.

Administrative Duties

• Maintain accurate guest records.
• File registration cards and required documents.
• Prepare daily occupancy and arrival/departure reports.
• Record guest requests and follow up until completion.
• Maintain confidentiality of all guest and company information.

Operational Responsibilities

• Monitor room status using the Property Management System (PMS).
• Report maintenance issues immediately.
• Ensure the reception area remains clean, organized, and presentable.
• Monitor lobby activities and report suspicious behavior to Security.
• Follow hotel emergency procedures during fire alarms, medical emergencies, or security incidents.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Good computer literacy and ability to operate hotel PMS software.
• Cash handling and basic accounting skills.
• Ability to work under pressure and multitask.
• Professional appearance and positive attitude.
• Excellent problem-solving skills.
• Fluency in English; additional languages are an advantage.

Qualifications

• High school diploma or equivalent.
• Diploma or degree in Hospitality Management is preferred.
• Previous hotel reception or customer service experience is an advantage.

Working Conditions

• Rotational shifts, including weekends and public holidays.
• Standing for extended periods.
• Ability to handle busy operational periods professionally.

Performance Expectations

• Maintain high guest satisfaction scores.
• Ensure accurate handling of reservations and payments.
• Minimize billing and registration errors.
• Follow all hotel Standard Operating Procedures (SOPs).
• Maintain confidentiality and professionalism at all times.
• Report directly to management regarding operational issues requiring immediate attention.