Receptionist

Responsibilities:

Guest Reception & Customer Service:

• Welcome guests warmly and provide a positive first impression of the hotel.
• Assist guests with check-in and check-out procedures efficiently.
• Respond promptly and professionally to guest inquiries, requests, and complaints.
• Provide accurate information about hotel services, facilities, rates, and local attractions.
• Ensure guest satisfaction by delivering exceptional customer service at all times.

Reservations & Booking Management:

• Receive and process room reservations via phone, email, online booking platforms, and walk-in guests.
• Update reservation systems accurately and maintain guest records.
• Confirm bookings, cancellations, modifications, and special requests.
• Coordinate with the Housekeeping Department to ensure room availability and readiness.

Front Desk Operations:

• Maintain an organized, clean, and professional reception area.
• Operate the hotel's Property Management System (PMS) accurately.
• Verify guest identification and registration details during check-in.
• Ensure compliance with guest registration requirements, including government or regulatory reporting where applicable (e.g., EBMB registration, if required).
• Issue room keys and explain hotel facilities and policies to guests.

Cash Handling & Billing:

• Process guest payments using cash, POS terminals, bank transfers, and other approved payment methods.
• Prepare guest invoices and ensure billing accuracy.
• Balance daily cash receipts and prepare shift reports.
• Handle refunds and payment discrepancies in accordance with hotel policy.

Communication & Coordination:

• Liaise with Housekeeping, Maintenance, Security, and Food & Beverage departments to ensure prompt guest service.
• Communicate guest requests and special arrangements to relevant departments.
• Maintain effective communication during shift handovers.

Administrative Duties:

• Maintain accurate guest records and documentation.
• Prepare daily occupancy and front office reports.
• Answer incoming telephone calls and direct them appropriately.
• Receive and distribute mail, packages, and messages for guests.
• Maintain confidentiality of guest information.

Compliance & Security:

• Adhere to hotel policies, operational procedures, and service standards.
• Ensure compliance with health, safety, and security regulations.
• Report suspicious activities, emergencies, or security concerns immediately.
• Protect guest privacy and confidential information.

Requirements:

• Minimum of an OND in hospitality management, business administration, or a related field.
• Previous experience in a hotel, hospitality, or customer service role is an added advantage