Front Office Receptionist

Role & responsibilities

Guest Check-in & Check-out

• Welcome guests warmly upon arrival and complete registration procedures according to hotel standards.
• Verify guest identification, payment method, and special requests.
• Assign rooms based on availability, guest preferences, and loyalty status.
• Issue room keys (physical or digital) and provide clear directions to rooms and hotel facilities.
• Process express check-outs, verify folios, and handle late check-out requests.

Reservations & Room Management

• Manage and update room reservations in the Property Management System (PMS)
• Process modifications, cancellations, and no-shows following hotel policy.
• Coordinate with housekeeping and maintenance to ensure room readiness and block out-of-order rooms.
• Upsell room upgrades, early check-in, or late check-out to maximize revenue.

Guest Services & Communication

• Answer incoming calls within three rings using proper telephone etiquette.
• Respond to guest inquiries about hotel amenities, local attractions, dining, transportation, and directions.
• Handle guest complaints with empathy and resolve issues (noise complaints, billing errors, room problems) or escalate to manager.
• Coordinate with concierge, bell staff, and valet to ensure seamless guest experience.
• Manage lost and found items log, store securely, and assist guests in reclaiming belongings.

Billing & Cash Handling

• Post charges to guest folios (room rate, taxes, minibar, laundry, phone calls).
• Process payments via cash, credit card, debit card, or direct billing accounts.
• Balance cash drawer at beginning and end of shift; prepare daily deposit.
• Issue refunds or adjustments within approved limits and document reasons.

Administration & Security

• Maintain accurate guest records, respecting privacy and data protection laws (e.g., GDPR, CCPA).
• Verify that all guests present valid ID and that payment method is authorized.
• Follow key control procedures: never leave master keys or guest keys unattended.
• Monitor lobby and entrance; report suspicious activity to security.
• Prepare shift reports, night audit reports (if on night shift), and guest lists for breakfast or amenities.