KEY RESPONSIBILITIES & MISSIONS

·        Welcome guests warmly and ensure efficient check-in and check-out procedures.

·        Provide accurate information regarding hotel facilities, services, activities, and local attractions.

·        Handle guest inquiries, requests, complaints, and feedback promptly and professionally.

·        Maintain a high level of guest satisfaction by anticipating guest needs and exceeding expectations.

·        Coordinate with housekeeping, maintenance, food & beverage, and other departments to ensure guest requests are fulfilled.

·        Manage room reservations, amendments, cancellations, and room allocations according to hotel procedures.

·        Ensure all guest profiles and records are updated accurately in the property management system.

·        Process guest payments, billing instructions, invoices, and settlements accurately.

·        Handle telephone calls, emails, and other communication channels efficiently and professionally.

·        Follow up on guest complaints and ensure timely resolution.

·        Promote hotel facilities, services, special offers, and upselling opportunities.

·        Assist in VIP arrivals, group arrivals, and special events coordination.

·        Maintain reception and lobby areas in a clean, organized, and welcoming condition.

·        Ensure compliance with hotel policies, procedures, and service standards.

·        Deliver exceptional guest service at all stages of the guest journey, ensuring a positive and memorable experience.

·        Operate the front desk efficiently while maintaining high standards of professionalism and hospitality.

·        Build positive relationships with guests and respond proactively to their needs and expectations.

·        Ensure all guest transactions, room charges, billing instructions, and payments are processed accurately.

·        Coordinate effectively with all departments to ensure seamless guest service delivery.

·    Maintain accurate guest records and ensure confidentiality of guest information.

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