Full-time

RECEPTIONIST

Job description

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.