Receptionist

Role Overview

As the first point of contact for our guests, the Front Desk Agent plays a vital role in creating a warm and welcoming first impression. Your friendly, knowledgeable service and helpful guidance will reassure guests that they've made the right choice to stay with us. You will efficiently check guests in and out, ensure they have everything needed for a memorable stay, and provide outstanding service throughout their visit.

Key Responsibilities

• Greet guests warmly and professionally, recognizing IHG Rewards Members and returning guests.
• Check guests in, issue room keys, and provide information on hotel amenities and room locations.
• Collect required identification in compliance with local laws during check-in.
• Answer phones promptly and courteously, handling guest inquiries and requests.
• Upsell rooms to maximize hotel revenue where appropriate.
• Record and process all guest calls, messages, requests, questions, or concerns across multiple platforms.
• Document guest preferences accurately in the system.
• Check guests out efficiently, resolving any late or disputed charges.
• Process all cash and credit card transactions following established procedures.
• Communicate any outstanding guest requests or issues to management for follow-up.
• Resolve guest complaints or problems using proper service recovery techniques.
• Adhere to all hotel safety protocols and procedures; report any health, safety, or security concerns immediately.
• Assist with booking reservations for individuals or groups, processing cancellations, revisions, and updates.
• Collaborate with other departments to ensure seamless service and guest satisfaction.
• Perform additional duties as assigned, including guest room tours, assisting with housekeeping requests, and handling special guest needs.

Qualifications & Skills

• Previous experience in a front desk or customer service role preferred.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks efficiently and professionally.
• Knowledge of hotel reservation systems Opera is a plus.
• Strong attention to detail and problem-solving skills.
• Friendly, approachable, and professional demeanor.