Receptionist

The Hotel Receptionist serves as the face of the hotel, providing the first and last impression for guests. This role is critical in ensuring a smooth and welcoming experience for visitors, from check-in to check-out. The receptionist must maintain a professional, friendly, and efficient demeanor while handling a variety of tasks, including guest registration, reservations, inquiries, and problem resolution. Exceptional customer service, attention to detail, and strong organizational skills are essential to succeed in this position.

Detailed Responsibilities:

1. Guest Services & Hospitality:

• Warm Welcome: Greet guests with a friendly and professional attitude upon arrival, ensuring they feel valued and comfortable.
• Check-In/Check-Out Process: Efficiently manage arrivals and departures, verify guest identities, process payments, and issue room keys.
• Guest Assistance: Provide information about hotel amenities (restaurants, spa, pool, Wi-Fi), room features, and local attractions.
• Special Requests: Handle guest preferences such as early check-ins, late check-outs, room upgrades, and special accommodations (e.g., accessibility needs).
• Problem Resolution: Address and resolve guest complaints or concerns promptly, escalating issues to management when necessary.

2. Reservations & Booking Management:

• Room Bookings: Process reservations via phone, email, online platforms, or walk-ins, ensuring accuracy in guest details and preferences.
• System Updates: Maintain up-to-date records in the Property Management System (PMS) such as Opera, Fidelio, or other hotel software.
• Cancellations & Modifications: Handle reservation changes, cancellations, and refunds in compliance with hotel policies.
• Upselling: Promote hotel services (e.g., dining packages, tours) to enhance guest experience and increase revenue.

3. Administrative & Financial Duties:

• Cash Handling: Manage cash, credit card transactions, and invoices with accuracy, balancing the front desk float at shift end.
• Documentation: Maintain logs for guest registrations, incident reports, and lost-and-found items.
• Communication Hub: Answer phone calls, redirect inquiries, take messages, and relay information to relevant departments.
• Reporting: Assist in daily reports on occupancy, revenue, and guest feedback for management review.

4. Coordination with Other Departments:

• Housekeeping: Communicate room status (early departures, stayovers) to ensure timely cleaning and maintenance.
• Maintenance: Report any room or facility issues (e.g., plumbing, HVAC) for quick resolution.
• Food & Beverage: Coordinate room service orders, breakfast timings, and special dietary requests.

5. Safety & Compliance:

• Security Protocols: Verify guest IDs, monitor lobby activity, and restrict unauthorized access.
• Emergency Procedures: Follow fire safety, medical emergency, or evacuation protocols as trained.
• Privacy Policy: Adhere to data protection laws (e.g., GDPR) when handling guest information.

Required Skills & Qualifications:

• Education: High school diploma or equivalent; hospitality certification (e.g., NVQ, BTEC) is a plus.
• Experience: 1+ years in front desk roles (hotel, resort, or customer service preferred).
• Technical Skills: Proficiency in PMS software, MS Office (Excel, Word), and multi-line phone systems.
• Soft Skills:
  • Exceptional verbal/written communication.
  • Active listening and empathy for guest needs.
  • Stress management in high-pressure situations.
• Language: Fluency in English; additional languages are advantageous.
• Appearance: Professional grooming and uniform adherence.

Work Environment & Physical Demands:

• Shift Work: Rotating schedules, including nights, weekends, and holidays.
• Physical Requirements: Standing for long periods, occasional lifting (luggage), and desk work.
• Interactions: Constant engagement with guests, staff, and vendors.

Career Growth & Benefits:

• Training: Onboarding programs, cross-departmental training, and leadership workshops.
• Advancement: Potential to grow into roles like Front Office Supervisor or Guest Relations Manager.
• Perks: Discounted stays, meal allowances, health insurance (if applicable), and performance bonuses.

Why This Role Matters:

A Hotel Receptionist directly impacts guest satisfaction and repeat business. By delivering personalized service and efficient problem-solving, the receptionist upholds the hotel’s reputation and fosters positive reviews. This role is ideal for individuals who thrive in dynamic environments and enjoy making meaningful guest connections.

Company Culture & Values:

[Hotel Name] prioritizes teamwork, integrity, and excellence. We seek candidates who align with our commitment to creating memorable guest experiences through professionalism and warmth.