Hotel Receptionist

Job Title: Hotel Receptionist

Department: Front Office

Reports To: Front Office Manager

Job Overview: The Hotel Receptionist is the first point of contact for guests and plays a pivotal role in ensuring an exceptional guest experience. The Receptionist is responsible for greeting and registering guests, managing reservations, providing information about the hotel's services, and addressing any guest inquiries or concerns. The goal is to provide outstanding hospitality and service to create a memorable stay for our guests.

Key Responsibilities:

1. Guest Reception:
   

   
   
   • Greet guests upon arrival, confirm reservations, assign rooms, and issue room keys.
     
   • Process payments for accommodation and services.
     
   • Provide information about hotel services, facilities, and nearby attractions.
     

2. Communication:
   

   
   
   • Answer phones, take messages, and handle guest mail and deliveries.
     
   • Communicate guest feedback to relevant departments to enhance service delivery.
     
   • Coordinate with housekeeping and maintenance staff to ensure room readiness and attend to guest needs or issues.
     

3. Administrative Duties:
   

   
   
   • Maintain accurate records of guest accounts and transactions.
     
   • Handle check-ins and check-outs efficiently.
     
   • Prepare and present daily reports on occupancy, rates, and revenues.
     

4. Problem-Solving:
   

   
   
   • Address and resolve guest complaints and issues promptly.
     
   • Provide support and guidance to guests in case of emergencies.
     

Essential Qualifications:

• High School Diploma or equivalent; further education in hotel management or related field is preferred.
  
• Proven experience as a Receptionist, Front Office Representative, or similar role in the hospitality industry.
  
• Familiarity with hospitality industry standards and protocols.
  

Skills Required:

• Excellent communication and interpersonal skills.
  
• Proficiency in English; additional languages are a plus.
  
• Strong organizational and multitasking abilities.
  
• Knowledge of hotel management software (e.g., PMS) is advantageous.
  
• Attention to detail and problem-solving skills.
  

Other Specific Criteria or Requirements:

• Flexibility to work in shifts, including weekends and holidays.
  
• Professional appearance and a customer-oriented approach.
  
• Ability to stand for extended periods and manage occasional physical demands of the role.