Receptionist

Job Title: Receptionist

Department: Front Office

Reporting to: Front Office Manager / Assistant Front Office Manager

Position Overview

As the first and last point of contact for our guests, the Receptionist plays a vital role in delivering exceptional and memorable guest experiences. This position is central to the seamless operation of the Front Office and embodies the highest standards of five-star service, professionalism, and care. The Receptionist supports the wider team in creating a welcoming, efficient, and luxurious environment for every guest, every time.

Key Responsibilities Guest Experience

• Provide a warm, polished, and professional welcome and farewell to all guests, ensuring their journey is smooth and memorable.
• Deliver exceptional service at every stage of the guest's stay, including check-in, check-out, and all guest inquiries or requests.
• Anticipate guest needs, resolve issues promptly, and go above and beyond to exceed expectations.
• Serve as a knowledgeable ambassador for the hotel and the local area, offering tailored recommendations and assistance.
• Be a first point of contact for guest feedback and complaints, resolving issues with empathy, efficiency, and professionalism.

Front Desk Operations

• Ensure a seamless and structured front desk operation throughout your shift.
• Adhere to all checklists and daily procedures, including accurate billing, cashiering, and reporting tasks.
• Manage reservations, modifications, and cancellations for both hotel rooms and F&B outlets.
• Operate the telephone system professionally, responding promptly and courteously to all internal and external calls.
• Maintain an immaculate reception area that reflects the hotel's brand standards.

Sales & Revenue

• Use upselling techniques to promote room upgrades and hotel services, enhancing guest satisfaction while maximizing revenue.
• Be aware of current packages, offers, and promotions to confidently inform and engage guests.
• Understand the hotel's sales and occupancy strategies and support their implementation from the front desk.

Teamwork & Communication

• Participate actively in daily handovers and contribute to the efficient communication across shifts.
• Work collaboratively with colleagues in all departments to ensure the smooth delivery of guest services.
• Contribute to a positive team culture that embodies hospitality, motivation, and high standards.

Health, Safety & Compliance

• Maintain a safe working environment, following all health and safety protocols and reporting hazards or incidents immediately.
• Ensure knowledge of fire safety, emergency procedures, and first aid responsibilities relevant to your area.
• Adhere to the hotel's hygiene, appearance, and uniform standards at all times.
• Attend all required statutory and hotel-specific training sessions.

General Responsibilities

• Support the Duty Manager and wider Front Office team with operational needs as required.
• Attend departmental meetings, performance reviews, and training sessions as scheduled.
• Undertake any reasonable task or duty requested by management in line with the needs of the business.

Additional Expectations

• Always act in the best interests of the hotel, its guests, and your colleagues.
• Maintain discretion and professionalism at all times, upholding the hotel's image and brand values.
• Cooperate fully with the company's Equal Opportunities and Anti-Harassment policies.