Receptionist / Front Office Executive

DUTIES AND RESPONSIBILITIES

• Reservation Handling:

a. Process room reservations through various channels (phone, email, online booking systems)

according to hotel policies.

b. Ensure accurate entry of guest information, room preferences, and payment details into the hotel’s

reservation system and sales software.

c. Confirm reservations and send out confirmation details to guests promptly.

d. Knowledge of social media (marketing strategies on facebook, Instagram)

e. Hotel online presence (google)

f. Understand OTA rates and ensure guests book directly with hotel, issues give feedback to

management.

• Guest Services:

a. Provide excellent customer service by answering inquiries about room availability, rates, services,

and facilities.

b. Assist guests with special requests/special celebration such as room upgrades, bed preferences, and

early check-ins/late check-outs.

c. Handle any reservation modifications, cancellations, or no-show charges as per hotel policies.

d. Maintain long lasting relationship with guests.

• Coordination:

a. Liaise with the front office, housekeeping, and other departments to ensure guests’ requirements are

met.

b. Work closely with the sales and marketing teams to manage group bookings and promotional offers.

• Upselling:

a. Promote room upgrades, special packages, and additional services (e.g., spa, dining) to maximize

revenue.

b. Inform guests about ongoing promotions or loyalty programs to enhance their experience.

• Record Management:

a. Maintain and update accurate records of all reservations, cancellations, and modifications.

b. Generate and analyze daily, weekly, and monthly reports on room occupancy, revenue, and guest

preferences.

• Problem-Solving:

a. Address and resolve any issues or discrepancies related to reservations, ensuring guest satisfaction.

b. Handle guest complaints or concerns with professionalism and escalate issues when necessary.

• Compliance:

a. Adhere to the hotel’s standards, procedures, and policies regarding reservations, guest privacy, and

data security.

b. Ensure compliance with local laws and regulations related to hotel operations and guest services.

This is an individual contributor role. Need to take decision

Work is closely monitored by the manager, detailed instructions and procedures and guidelines for

generations of various reports are generally provided.

Results are defined and the position sets own goals and determines how to accomplish them.

Supervisor/manager provides broad guidelines and overall direction.

**DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working

conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves

the right to revise the job or to require that other or different tasks be performed as assigned.