Hotel Receptionist

Job title : Hotel Receptionist

Role Summary

• A Hotel Receptionist is responsible for welcoming guests, managing reservations, handling check-ins and check-outs, providing information, and ensuring guests receive professional and courteous service throughout their stay.

Key Duties and Responsibilities

• Guest Reception: Welcome guests warmly and professionally upon arrival.
• Check-in and Check-out: Register arriving guests, assign rooms according to approved procedures, and process departures efficiently.
• Reservation Management: Receive and manage room bookings through phone calls, walk-ins, emails, and online platforms.
• Guest Information: Provide accurate information about room rates, hotel facilities, services, policies, and available amenities.
• Telephone Handling: Answer calls promptly, respond to enquiries, and direct calls to the appropriate departments.
• Payment Processing: Prepare bills, receive authorised payments, issue receipts, and maintain accurate transaction records in line with hotel procedures.
• Guest Records: Maintain accurate guest registration details, reservation records, and other required documentation while protecting guest privacy.
• Room Availability: Monitor room availability and coordinate with Housekeeping to ensure rooms are ready before check-in.
• Guest Complaints: Listen to guest complaints politely, resolve routine issues, and escalate serious matters to the supervisor or Hotel Manager.
• Communication: Communicate guest requests, room changes, special requirements, and important information to relevant departments.
• Front Desk Management: Keep the reception desk clean, organised, professional, and presentable at all times.
• Guest Requests: Respond promptly to requests for wake-up calls, transport arrangements, directions, and other hotel services.
• Shift Handover: Ensure proper handover of outstanding issues, payments, reservations, and other important information to the incoming receptionist.
• Daily Reporting: Prepare shift reports and account for transactions, guest movements, and other assigned records.
• Security Awareness: Verify guest information according to hotel procedures and report suspicious activities or security concerns.
• Upselling: Promote room upgrades, food and beverage services, and other hotel facilities where appropriate.
• Policy Compliance: Follow hotel rules, standard operating procedures, and management instructions.
• Professional Conduct: Maintain good grooming, punctuality, honesty, confidentiality, and excellent customer service.

Key Performance Indicators (KPIs)

• Guest satisfaction and quality of service.
• Accuracy of reservations and guest records.
• Efficient check-in and check-out procedures.
• Accuracy of billing and payment records.
• Prompt handling of guest complaints and requests.
• Compliance with hotel policies and professional standards.

Reporting Line:

• Reports to: Front Office Supervisor, General Supervisor, or Hotel Manager.
• Works with: Housekeeping, Accounts, Security, Maintenance, Restaurant, and other hotel departments.