Receptionist

Job Purpose

To provide a warm and professional first point of contact for guests by managing reservations, guest check-in and check-out, handling enquiries, processing payments, and ensuring exceptional customer service throughout the guest experience.

Key Duties and Responsibilities

• Welcome guests and visitors in a courteous and professional manner.
• Register guests during check-in and facilitate smooth check-out procedures.
• Receive and process room reservations and cancellations.
• Respond to guest enquiries and provide accurate information about the Company's services and facilities.
• Operate the Property Management System (PMS) to manage guest records and reservations.
• Process guest payments and issue receipts.
• Prepare guest bills and ensure billing accuracy.
• Coordinate with Housekeeping regarding room availability and status.
• Handle guest complaints and escalate complex issues to the Front Office Supervisor.
• Answer telephone calls and direct enquiries appropriately.
• Promote the Company's products, services and promotional offers.
• Maintain accurate guest records and confidentiality of guest information.
• Ensure the reception area remains clean, organized and presentable.
• Perform any other duties as may be assigned by the Front Office Supervisor.

Key Performance Indicators (KPIs)

• Guest satisfaction ratings.
• Check-in and check-out turnaround time.
• Reservation accuracy.
• Billing accuracy.
• Number of guest complaints resolved.
• Telephone response time.
• Compliance with Front Office procedures.
• Customer service standards achieved.
• Accuracy of guest records.
• Timeliness of shift handovers.

Education, Skills and Experience

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management or a related field from a recognized institution.
• Minimum of two (2) years' relevant experience as a receptionist or Front Office Assistant, preferably in the hospitality industry.
• Experience using Property Management Systems (PMS).
• Proficiency in Microsoft Office applications.