Main Function
The Receptionist serves as the first point of contact for all guests, ensuring that every interaction reflects the hotel’s luxury service standards. This role is responsible for guest check‑ins, check‑outs, inquiries, reservations assistance, and maintaining an elegant and welcoming front desk environment. The Receptionist plays a key role in delivering seamless, memorable, and personalised guest experiences.
Role Responsibilities
Guest Experience & Service Excellence
- Welcome guests with warmth, professionalism, and a polished demeanour.
- Handle check‑ins, check‑outs, room assignments, and guest inquiries efficiently.
- Provide personalised assistance for guest needs, special requests, and local information.
- Maintain elevated service etiquette reflective of a luxury hospitality environment.
Front Desk Operations
- Manage incoming calls, emails, and in‑person queries promptly and courteously.
- Ensure accuracy in posting charges, issuing room keys, and updating guest profiles.
- Coordinate with concierge, housekeeping, and other departments for seamless guest service.
- Monitor lobby activity and support in maintaining order, elegance, and guest flow.
Administrative & Reporting duties
- Process payments, billing inquiries, and receipts with precision.
- Update reservations, arrivals lists, and guest information in the PMS.
- Maintain front desk logs, message records, and handover notes.
- Assist in preparing daily operational and occupancy reports when required.
Communication & Coordination
- Liaise with housekeeping for room readiness and special setups.
- Collaborate with security and engineering to address guest or facility concerns.
- Escalate guest issues to supervisors when needed for resolution.
Administration & Reporting
- Prepare incident reports, operational logs, and guest feedback documentation.
- Update reservations, guest profiles, and billing details as needed.
- Ensure accurate completion and filing of all audit and duty records.
Safety, Grooming & Compliance
- Uphold personal grooming and uniform standards in alignment with luxury hotel expectations.
- Maintain confidentiality of guest information and adhere to data privacy regulations.
- Ensure compliance with hotel safety, hygiene, and emergency procedures.
Qualifications and Requirements
Education and Certifications
- Diploma or degree in Hospitality, Tourism, Business Administration, or related field.
- Additional certifications in customer service or hospitality are an advantage.
Experience
- Minimum of 1–2 years front office or customer‑facing hospitality experience.
- Experience in a luxury hotel environment is highly preferred.
Skills
Guest-Centric Service
- Excellent communication, interpersonal, and guest‑handling skills.
- Strong ability to anticipate guest needs and deliver personalised service.
Operational & Technical Proficiency
- Proficiency in hotel property management systems (PMS).
- Strong organisational skills and attention to accuracy in transactions and reporting..
Professionalism & Problem-Solving
- Calm, courteous, and adaptable in fast‑paced situations.
- Capable of resolving guest concerns quickly and effectively.
Presentation & Brand Alignment
- Consistently polished appearance and behaviour suitable for luxury hospitality.
- Strong understanding of hotel service standards, etiquette, and guest expectations.
Gmail
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