Receptionist

Roles and responsibilities

Responsible for welcoming guests and acting as their first point of contact. They log issues or requests and pass them to the correct member of staff, provide information and advice to guests and act as ambassadors for the hotel.
Welcoming guests and checking their details against their bookings
Allocating guests their rooms and providing keys
Answering phones from prospective customers and guests, taking messages and delivering them
Completing administrative tasks such as filing and photocopying
Responding to requests for help and information
Providing concierge services, such as booking theatre tickets. arranging travel and providing information about local amenities and attractions
Preparing room bills and ensuring prompt payments
Checking guests out, taking payments and returning deposits
1. Front Desk Management:

Greet and welcome guests in a friendly and professional manner.
Manage the front desk area to ensure it is clean, organized, and welcoming.
2. Phone and Communication:

Answer phone calls promptly, directing inquiries to the appropriate departments.
Take messages and relay them accurately and efficiently.
3. Check-In and Check-Out:

Assist guests with check-in and check-out procedures, ensuring a smooth and efficient process.
Verify guest information, process payments, and issue room keys.
4. Guest Assistance:

Provide information about the facility, services, local attractions, and directions.
Address guest inquiries, concerns, and requests promptly and courteously.
5. Administrative Tasks:

Maintain accurate records, including guest information and reservations.
Assist with scheduling appointments, meetings, and events as needed.
6. Coordination:

Collaborate with other departments to ensure guest needs are met.
Handle special requests and arrangements for guests (e.g., transportation, reservations).
7. Security and Safety:

Monitor guest access and maintain security protocols.
Report any suspicious activities or incidents to management.
8. Payment and Billing:

Process payments and manage cash handling accurately.
Prepare and provide invoices or billing statements as required.

Desired candidate profile

Customer service:
Excellent interpersonal skills and the ability to make guests feel welcome and well cared for
Complaint handling:
Addressing guest complaints efficiently and effectively to ensure overall customer satisfaction
Attention to detail:
Ensuring accuracy with bookings, when taking messages and dealing with guests’ personal information
Organizational skills:
Being able to multi-task and juggle competing priorities throughout a shift
Computer skills:
Ability to use hotel Booking systems such as Guest line, GDS and PMS systems
Hotel industry knowledge:
Understanding of how a hotel operates on a day-to-day basis, including guest interactions and other functions such as housekeeping and room service
Assist colleagues and management as needed to ensure smooth operations.
Participate in team meetings and training sessions.
Continuous Improvement:

Stay updated on facility services and local events to provide guests with current information.
Contribute to a positive work environment and promote excellent service standards.