Receptionist at Elizabeth Maddeux

Job Summary

• The Receptionist serves as the first point of contact for guests, ensuring a warm and welcoming experience. 
• This role involves managing reservations, handling guest inquiries, and coordinating front desk activities to maintain high service standards. 
• The Receptionist plays a crucial role in enhancing guest satisfaction and ensuring smooth hotel operations.

Key Responsibilities

• Greet guests warmly, check them in and out efficiently, and provide excellent customer service.
• Manage reservations, cancellations, and modifications using hotel booking systems.
• Handle guest inquiries, complaints, and special requests professionally and promptly.
• Maintain accurate records of guest check-ins, check-outs, and payments.
• Provide information about hotel services, amenities, and local attractions.
• Coordinate with housekeeping and maintenance teams to ensure rooms are ready for guest arrivals.
• Answer phone calls, respond to emails, and manage correspondence efficiently.
• Process payments, issue invoices, and handle cash or card transactions securely.
• Ensure the front desk area is neat, organized, and equipped with necessary supplies.
• Assist in handling emergency situations, such as guest medical issues or security concerns.
• Monitor and maintain guest satisfaction by addressing concerns and following up on feedback.
• Support marketing and promotional activities by providing guests with information on offers and events.
• Maintain confidentiality of guest and hotel information in accordance with company policies.
• Work closely with other departments to ensure seamless guest experiences.
• Assist in compiling daily occupancy reports and updating management on guest statistics.
• Keep track of lost and found items, ensuring proper documentation and guest retrieval.
• Assist in managing VIP guest experiences, ensuring personalized and high-standard services.
• Monitor lobby and reception area, ensuring a welcoming ambiance and security compliance.
• Help in organizing and setting up special requests such as room decorations for anniversaries, birthdays, or corporate guests.
• Conduct regular checks on office equipment and report any maintenance issues to the appropriate department.
• Provide administrative support to hotel management as needed.
• Stay updated on hotel policies, procedures, and industry trends to provide accurate information to guests.
• Assist in training new front desk staff and ensuring consistency in customer service delivery.
• Handle guest feedback surveys and compile reports for management improvement initiatives.

Requirements

• Bachelor's degree, HND, or OND in Hospitality Management, Business Administration, or a related field.
• Minimum of 1-3 years of experience in a front desk or customer service role, preferably in the hospitality industry.
• Strong interpersonal and communication skills with a customer-centric approach.
• Proficiency in hotel management software, Microsoft Office Suite, and email communication.
• Excellent organizational and multitasking abilities in a fast-paced environment.
• Professional appearance, positive attitude, and strong problem-solving skills.
• Ability to work flexible shifts, including weekends and holidays.
• High level of integrity, discretion, and attention to detail.