Job Title: Front Desk Staff / Receptionist
Reports To: Front Office Manager / Hotel Manager
Job Purpose:
To provide professional, friendly, and efficient guest service from the moment of arrival to departure, ensuring a positive and memorable stay experience.
Key Responsibilities
Guest Services
- Greet guests warmly upon arrival, check them in and out efficiently.
- Handle reservations, cancellations, and booking modifications.
- Provide information about the hotel’s facilities, services, and local attractions.
- Respond promptly and courteously to guest inquiries, requests, and complaints.
Administrative Duties
- Manage phone calls, emails, and messages in a timely and professional manner.
- Process payments, issue receipts, and maintain accurate guest records.
- Keep the front desk area organized, tidy, and presentable.
- Update daily occupancy reports and communicate with housekeeping.
Coordination & Communication
- Coordinate with housekeeping, maintenance, and F&B teams for guest needs.
- Record and relay special requests to relevant departments.
- Assist in arranging transportation, tours, and dining reservations.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong customer service orientation and problem-solving ability.
- Professional appearance and demeanor.
- Ability to multitask and work under pressure.
- Proficiency in hotel management systems (PMS) and Microsoft Office.
- Basic numerical and cash-handling skills.
Qualifications
- High school diploma or equivalent (hospitality diploma preferred).
- Prior front desk or customer service experience in hospitality is an advantage.
- English proficiency required; additional languages are a plus.
Working Conditions
- Shift-based work, including evenings, weekends, and public holidays.
- Standing for extended periods.
- Interaction with guests from diverse backgrounds.
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