Hotel Receptionist

Role Summary A Hotel Receptionist is responsible for welcoming guests, managing reservations, handling check-ins and check-outs, providing information, and ensuring guests receive professional and courteous service throughout their stay. Key Duties and Responsibilities Guest Reception: Welcome guests warmly and professionally upon arrival. Check-in and Check-out: Register arriving guests, assign rooms according to approved procedures, and process departures efficiently. Reservation Management: Receive and manage room bookings through phone calls, walk-ins, emails, and online platforms. Guest Information: Provide accurate information about room rates, hotel facilities, services, policies, and available amenities. Telephone Handling: Answer calls promptly, respond to enquiries, and direct calls to the appropriate departments. Payment Processing: Prepare bills, receive authorised payments, issue receipts, and maintain accurate transaction records in line with hotel procedures. Guest Records: Maintain accurate guest registration details, reservation records, and other required documentation while protecting guest privacy. Room Availability: Monitor room availability and coordinate with Housekeeping to ensure rooms are ready before check-in. Guest Complaints: Listen to guest complaints politely, resolve routine issues, and escalate serious matters to the supervisor or Hotel Manager. Communication: Communicate guest requests, room changes, special requirements, and important information to relevant departments. Front Desk Management: Keep the reception desk clean, organised, professional, and presentable at all times. Guest Requests: Respond promptly to requests for wake-up calls, transport arrangements, directions, and other hotel services. Shift Handover: Ensure proper handover of outstanding issues, payments, reservations, and other important information to the incoming receptionist. Daily Reporting: Prepare shift reports and account for transactions, guest movements, and other assigned records. Security Awareness: Verify guest information according to hotel procedures and report suspicious activities or security concerns. Upselling: Promote room upgrades, food and beverage services, and other hotel facilities where appropriate. Policy Compliance: Follow hotel rules, standard operating procedures, and management instructions. Professional Conduct: Maintain good grooming, punctuality, honesty, confidentiality, and excellent customer service. Key Performance Indicators (KPIs) Guest satisfaction and quality of service. Accuracy of reservations and guest records. Efficient check-in and check-out procedures. Accuracy of billing and payment records. Prompt handling of guest complaints and requests. Compliance with hotel policies and professional standards. Reporting Line: Reports to: Front Office Supervisor, General Supervisor, or Hotel Manager. Works with: Housekeeping, Accounts, Security, Maintenance, Restaurant, and other hotel departments.