Receptionist

Position Overview: The Hotel Receptionist serves as the first point of contact for guests, providing exceptional customer service and managing front desk operations efficiently. This role involves handling reservations, check-ins, check-outs, and addressing guest inquiries to ensure a pleasant stay.

Key Responsibilities:

Guest Interaction:

• Greet guests warmly and professionally upon arrival.
• Facilitate smooth check-in and check-out processes using the Property Management System (PMS).
• Respond promptly to guest inquiries, both in-person and via phone or email.
• Provide information about hotel amenities, services, and local attractions.

Reservation Management:

• Process reservations accurately, ensuring all details are recorded in the PMS.
• Confirm bookings and verify payment methods, particularly for non-refundable and rack rates.
• Manage walk-in bookings and provide room availability and rate information.

Financial Transactions:

• Handle cash, credit card payments, and issue invoices or receipts.
• Reconcile daily transactions and ensure accurate record-keeping.

Guest Assistance:

• Address guest concerns or complaints promptly and escalate to the Front Office Manager when necessary.
• Coordinate with housekeeping and maintenance teams to fulfill guest requests, such as extra amenities or room changes.
• Assist with luggage storage and transportation arrangements.

Administrative Duties:

• Maintain and update guest records in the PMS.
• Ensure the front desk area is clean, organized, and stocked with necessary supplies.
• Follow hotel policies and procedures, including safety and security protocols.

Qualifications:

• High school diploma or equivalent; additional certification in hospitality is a plus.
• Proven experience as a receptionist or in a customer service role.
• Proficiency in hotel management software (e.g., Opera, Cloudbeds, or similar).
• Strong communication and interpersonal skills.
• Ability to handle stressful situations with professionalism and composure.
• Attention to detail and excellent organizational skills.

Key Performance Indicators (KPIs):

• Guest satisfaction scores and feedback.
• Accuracy in handling reservations and financial transactions.
• Response time to guest inquiries and requests.
• Adherence to front desk procedures and policies.