A Hotel Receptionist is one of the most important customer service roles in a hotel. This position involves managing guest check-ins and check-outs, providing information, handling reservations, and assisting guests with various requests. The hotel receptionist serves as the first point of contact for guests and plays a key role in shaping their experience and ensuring they have a smooth and enjoyable stay.
Key Responsibilities:
- Guest Check-In and Check-Out:
- Greet guests upon arrival, ensure a smooth check-in process, and provide them with room keys, information about hotel amenities, and their reservation details.
- Assist guests with check-out procedures, process payments, and provide receipts for their stay.
- Handle any billing issues or discrepancies promptly and professionally.
- Reservations:
- Manage guest reservations via phone, email, or hotel management system, ensuring accuracy and availability of rooms.
- Confirm reservation details with guests, including dates, room type, and special requests.
- Update the reservation system and handle cancellations or modifications as needed.
- Guest Inquiries and Information:
- Provide guests with information about the hotel's services, facilities, and local attractions, including restaurants, transportation, and entertainment options.
- Handle guest requests, such as arranging wake-up calls, booking tours, or providing directions to nearby places.
- Ensure that all guest queries are answered promptly and professionally.
- Telephone and Email Management:
- Answer incoming calls, direct them to the appropriate department, or assist with guest inquiries and reservations.
- Respond to emails and messages in a timely manner, providing relevant information about room availability, rates, and hotel services.
- Handling Payments:
- Process payments for guest stays, including checking the accuracy of rates, applying discounts or promotional offers, and completing transactions.
- Maintain and balance the cash drawer or credit system, ensuring all financial transactions are accurately recorded.
- Provide guests with bills and receipts, and address any billing queries.
- Guest Services and Problem Resolution:
- Address and resolve guest complaints or issues, such as room-related problems, service concerns, or special requests, in a polite and efficient manner.
- Coordinate with housekeeping, maintenance, or other departments to fulfill guest needs and resolve issues promptly.
- Ensure guests' satisfaction by providing exceptional service and anticipating their needs.
- Check Availability and Room Assignments:
- Monitor room availability and ensure that rooms are assigned according to guest preferences and hotel policies.
- Oversee the allocation of rooms to guests, ensuring that special requests (e.g., early check-in, late check-out, or accessibility requirements) are considered.
- Record Keeping and Reporting:
- Maintain accurate guest records in the hotel management system.
- Prepare daily reports on reservations, check-ins, check-outs, and other relevant information as required by management.
- Handle guest documentation, including passports, IDs, and other identification details, in compliance with privacy laws.
- Multitasking and Front Desk Operations:
- Handle multiple tasks simultaneously, such as answering calls, processing check-ins, and addressing guest requests.
- Ensure the front desk area is organized, clean, and welcoming at all times.
- Assist with various administrative duties, such as filing, faxing, or copying documents, as needed.
- Coordination with Other Departments:
- Communicate effectively with housekeeping, maintenance, and other hotel departments to ensure that guests' needs are met promptly.
- Inform housekeeping of room changes, special requests, or maintenance issues.
- Promotions and Upselling:
- Upsell hotel services and amenities, such as spa treatments, room upgrades, or event bookings, to increase revenue.
- Inform guests about any ongoing promotions or special packages available during their stay.
Job Type: Full-time
Application Deadline: 18/12/2024
Report job
