Job Description
Key Responsibilities
-Greet and welcome guests upon arrival and departure.
-Register guests and allocate rooms according to reservation details and guest preferences.
-Verify guest information and complete check-in/check-out procedures.
-Manage room reservations through telephone, email, online platforms, and walk-in guests.
-Update guest profiles and maintain accurate records in the Property Management System (PMS).
-Handle cash, credit card transactions, currency exchange, and billing procedures.
-Prepare and issue invoices, receipts, and guest account statements.
-Respond promptly to guest requests, inquiries, and complaints, ensuring satisfactory resolution.
-Coordinate with Housekeeping regarding room status, special requests, and VIP arrivals.
-Liaise with Maintenance and other departments to address guest concerns.
-Promote hotel facilities, services, outlets, and special offers to guests.
-Arrange transportation, restaurant reservations, and other concierge-related services when required.
-Maintain confidentiality of guest information and hotel records.
-Prepare daily reports, shift handovers, and operational documentation.
-Ensure compliance with hotel policies, procedures, and health & safety standards.
-Monitor lobby activities and maintain a professional and welcoming environment.
-Assist in handling emergency situations according to hotel procedures.
-Support loyalty program enrollment and guest recognition initiatives.
-Upsell room categories and hotel services to maximize revenue.
-Handle lost-and-found inquiries and documentation.
-Attend departmental meetings and training sessions as required.