Job Description: Front Office Receptionist (Hotel)

Position Summary:

The Front Office Receptionist serves as the first point of contact for hotel guests, providing excellent customer service and ensuring a smooth check-in and check-out process. This role requires professionalism, effective communication, and attention to detail to ensure a positive guest experience.

Key Responsibilities:

1. Guest Services:

• Greet guests warmly upon arrival and departure.

• Handle check-in and check-out procedures efficiently.

• Assist guests with inquiries about the hotel, local attractions, and services.

• Manage guest complaints and resolve issues promptly, escalating to management when necessary.

2. Reservations and Room Assignments:

• Process room reservations and updates in the hotel’s property management system.

• Assign rooms according to guest preferences and availability.

3. Communication and Coordination:

• Liaise with other departments (housekeeping, maintenance, etc.) to meet guest requests.

• Answer and manage phone calls, emails, and messages effectively.

4. Financial Transactions:

• Handle cash, credit card, and digital payments accurately.

• Generate invoices and maintain accurate billing records.

5. Administrative Tasks:

• Maintain a clean and organized front desk area.

• Ensure guest records are up to date and confidential.

• Prepare daily reports and logs for management.

Skills and Qualifications:

• High school diploma or equivalent (additional hospitality certification is a plus).

• Proven experience in a front desk or customer-facing role (preferably in a hotel).

• Proficiency in hotel management software (e.g., Opera, PMS) and basic computer skills.

• Strong interpersonal and communication skills.

• Ability to handle multiple tasks and work under pressure.

• Professional appearance and demeanor.

• Fluency in English; additional languages are a plus.

Work Environment:

• Shifts may include weekends, holidays, and evenings.

• Primarily stationed at the front desk, with some movement around the hotel for guest support.

This role is vital to ensuring guest satisfaction and fostering a welcoming environment that reflects the hotel’s standards of excellence.