Receptionist
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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
Must have:
- Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Managementor 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.