Job Summary
We are seeking a professional, courteous, and customer-focused Receptionist to join our serviced apartment team.
The Receptionist will serve as the primary point of contact for guests and will be responsible for providing a warm and professional guest experience while supporting the smooth day-to-day operation of the apartment.
The ideal candidate should demonstrate excellent customer service, communication skills, discretion, integrity, and professionalism at all times.
Key Responsibilities
Guest Reception & Customer Service:
Welcome and attend to guests in a friendly and professional manner.
Assist guests with enquiries regarding rooms, facilities, services, and apartment policies.
Provide relevant information about the local area when required.
Respond promptly and professionally to guest requests, concerns, and complaints.
Escalate serious complaints or operational issues to management.
Maintain appropriate professional boundaries when interacting with guests.
Reservations & Enquiries:
Receive and respond to booking enquiries via telephone, WhatsApp, email, and other approved booking channels.
Provide accurate information regarding room availability, rates, facilities, and services.
Accurately record new reservations in the designated booking system or register.
Confirm bookings and payments in line with company procedures.
Monitor expected arrivals, departures, extensions, and cancellations.
Immediately communicate booking conflicts or unusual requests to management.
Check-In & Check-Out:
Conduct guest check-ins and check-outs according to established procedures.
Verify required guest identification and registration information.
Confirm payments, deposits, and outstanding balances where applicable.
Issue and receive room keys/access cards appropriately.
Coordinate with housekeeping to confirm room readiness before guest arrival.
Ensure guest records are accurately updated following check-in and check-out.
Payments & Record Keeping:
Receive and properly record authorised guest payments.
Issue receipts or payment confirmations according to company procedures.
Maintain accurate records of payments, deposits, and outstanding balances.
Ensure cash and payment records are properly reconciled and handed over.
Immediately report payment discrepancies or suspicious transactions to management.
Communication & Coordination:
Communicate guest requests promptly to housekeeping, maintenance, security, and management.
Follow up to ensure guest issues are properly resolved.
Maintain clear communication during shift handovers.
Record unresolved matters for the incoming receptionist or management.
Immediately notify management of emergencies, security concerns, or serious guest incidents.
Front Desk Administration:
Maintain accurate guest, reservation, and visitor records.
Answer telephone calls and respond to official messages professionally.
Keep the reception area clean, organised, and presentable.
Prepare basic daily occupancy, arrival/departure, and payment reports when required.
Maintain strict confidentiality of guest and company information.
Perform other reasonable front-office administrative duties assigned by management.
Requirements
Possess a Bachelor's Degree with previous experience as a Receptionist, Front Desk Officer, Guest Relations Officer, or in a similar hospitality role.
Excellent customer service and interpersonal skills.
Strong verbal and written communication skills.
Professional appearance, attitude, and manner.
Good computer skills and ability to use basic office and booking systems.
Comfortable handling WhatsApp, telephone, email, and other communication channels.
Strong attention to detail and record-keeping ability.
Honest, discreet, reliable, and trustworthy.
Ability to remain calm and professional when handling difficult guests or complaints.
Candidates with serviced apartment, hotel, or hospitality experience will be highly considered.