Job Description

Job Title:

Front Desk Staff / Receptionist

Reports To:

Front Office Manager / Hotel Manager

Job Purpose:

To provide professional, friendly, and efficient guest service from the moment of arrival to departure, ensuring a positive and memorable stay experience.

Key Responsibilities

Guest Services

Greet guests warmly upon arrival, check them in and out efficiently. Handle reservations, cancellations, and booking modifications. Provide information about the hotel's facilities, services, and local attractions. Respond promptly and courteously to guest inquiries, requests, and complaints.

Administrative Duties

Manage phone calls, emails, and messages in a timely and professional manner. Process payments, issue receipts, and maintain accurate guest records. Keep the front desk area organized, tidy, and presentable. Update daily occupancy reports and communicate with housekeeping.

Coordination & Communication

Coordinate with housekeeping, maintenance, and F&B teams for guest needs. Record and relay special requests to relevant departments. Assist in arranging transportation, tours, and dining reservations.

Skills & Competencies

Excellent communication and interpersonal skills. Strong customer service orientation and problem-solving ability. Professional appearance and demeanor. Ability to multitask and work under pressure. Proficiency in hotel management systems (PMS) and Microsoft Office. Basic numerical and cash-handling skills.

Qualifications

High school diploma or equivalent (hospitality diploma preferred). Prior front desk or customer service experience in hospitality is an advantage. English proficiency required; additional languages are a plus.

Working Conditions

Shift-based work, including evenings, weekends, and public holidays. Standing for extended periods. * Interaction with guests from diverse backgrounds.