Job Title: Front Desk Staff / Receptionist

Reports To: Front Office Manager / Hotel Manager

Job Purpose:
To provide professional, friendly, and efficient guest service from the moment of arrival to departure, ensuring a positive and memorable stay experience.

Key Responsibilities

Guest Services

• Greet guests warmly upon arrival, check them in and out efficiently.
• Handle reservations, cancellations, and booking modifications.
• Provide information about the hotel's facilities, services, and local attractions.
• Respond promptly and courteously to guest inquiries, requests, and complaints.

Administrative Duties

• Manage phone calls, emails, and messages in a timely and professional manner.
• Process payments, issue receipts, and maintain accurate guest records.
• Keep the front desk area organized, tidy, and presentable.
• Update daily occupancy reports and communicate with housekeeping.

Coordination & Communication

• Coordinate with housekeeping, maintenance, and F&B teams for guest needs.
• Record and relay special requests to relevant departments.
• Assist in arranging transportation, tours, and dining reservations.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation and problem-solving ability.
• Professional appearance and demeanor.
• Ability to multitask and work under pressure.
• Proficiency in hotel management systems (PMS) and Microsoft Office.
• Basic numerical and cash-handling skills.

Qualifications

• High school diploma or equivalent (hospitality diploma preferred).
• Prior front desk or customer service experience in hospitality is an advantage.
• English proficiency required; additional languages are a plus.

Working Conditions

• Shift-based work, including evenings, weekends, and public holidays.
• Standing for extended periods.
• Interaction with guests from diverse backgrounds.