Receptionist at FMR AGENCY

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.