Job Description

Receptionist (Front Desk Agent)
Reports To: Front Office Manager / Guest Services Manager
Job Purpose:
To provide a warm, welcoming, and efficient check-in/check-out experience for all guests. The receptionist is the first point of contact and plays a crucial role in shaping the guest's initial impression and overall stay.
Key Responsibilities:

• Guest Service: Greet guests upon arrival, process check-ins and check-outs, and provide a seamless and friendly experience.
• Reservations: Handle room reservations over the phone, via email, and in person. Manage booking system and update availability.
• Information Hub: Answer guest inquiries about hotel services, facilities, and local attractions, restaurants, and events.
• Administration: Handle administrative tasks such as processing payments, managing cash drawers, and handling guest mail and messages.
• Problem Resolution: Address and resolve guest complaints or issues in a courteous and effective manner, escalating when necessary.
• Communication: Liaise with housekeeping and maintenance departments to communicate room statuses and guest requests.

Qualifications:

• High school diploma or equivalent.
• Previous experience in a front desk, reception, or customer service role is preferred.
• Excellent communication and interpersonal skills.
• Professional appearance and demeanor.
• Proficiency in property management systems (PMS) and computers.
• Ability to multitask and work well under pressure.

Skills Required