Receptionist

Job Detail

1. Guest Arrival, Welcome, and Front Desk Flow • Manage guest check-ins efficiently while maintaining a warm, professional and organized front desk presence. • Confirm reservation details accurately, including guest name, length of stay, room type, rate, inclusions and payment method. • Verify identification and ensure registration requirements are completed accurately and in accordance with hotel policies. • Provide clear and practical information on hotel facilities and services, adjusting communication according to guest needs. • Manage queues calmly during peak arrival periods and maintain control of the desk rather than reacting to pressure. 2. Managing Expectations and Irregular Situations • Handle situations where rooms are not immediately available with transparency and professionalism. • Set realistic expectations regarding waiting times and room availability. • Coordinate closely with Housekeeping and Duty Manager to obtain accurate room readiness updates. • Communicate operational challenges clearly to guests to minimise dissatisfaction and escalation. 3. Guest Departure and Billing Accuracy • Process guest check-outs efficiently and ensure all charges are correctly posted before presenting invoices. • Review folios for accuracy, including packages, inclusions and incidental charges. • Explain bills clearly and professionally when guests request clarification. • Identify posting errors and follow proper approval processes for adjustments. • Ensure folios are closed correctly to avoid post-departure disputes or follow-up corrections. 4. Short Stay, Day Use and Time-Based Reservations • Manage short-stay and time-based bookings with close attention to arrival and departure times. • Communicate usage duration and charging policies clearly to guests. • Process booking extensions promptly and update systems accurately. • Coordinate with housekeeping to ensure rooms allocated to time-based stays are turned around efficiently and reassigned correctly. 5. Reservation Handling and System Discipline • Create, amend and cancel reservations according to hotel policies, including room moves, extensions, cancellations and no-shows. • Maintain accurate and relevant guest profiles, including preferences, notes and routing instructions. • Ensure documentation is clear, concise, and useful for operational coordination. • Prepare structured shift handovers highlighting unresolved issues, VIP guests, arrivals, departures, and operational risks. 6. Guest Requests, Complaints, and Service Recovery • Receive, record, and follow up on guest requests until completion. • Handle complaints with professionalism and empathy. • Resolve issues within assigned authority and escalate to Duty Manager when necessary. • Support service recovery actions and ensure commitments made to guests are fulfilled and documented. • Identify recurring complaints or patterns and communicate them to management for corrective action. 7. Cash Handling, Security, and Professional Conduct • Post charges accurately and handle deposits, pre-authorisations, payments, refunds and allowances according to hotel policies. • Maintain float accuracy and complete shift closing procedures properly, investigating discrepancies where required. • Safeguard guest information and comply with data protection and confidentiality requirements. • Remain alert to safety or security concerns and report incidents through approved channels. • Maintain professional grooming and presentation standards in accordance with hotel guidelines. • Support upselling of room upgrades and hotel services where appropriate and aligned with availability and policies.