Job description
Summary – Receptionist (Front Office / Guest Services)
The Receptionist is responsible for managing all guest arrival, stay, and departure processes, ensuring efficient, professional service aligned with company quality standards.
Main Responsibilities
• Handle check-ins and check-outs, room assignments, and change requests.
• Verify guest identity, rates, payment methods, and billing accuracy.
• Issue and reissue room keys.
• Manage guest calls, messages, requests, and complaints, ensuring resolution.
• Coordinate with Housekeeping on room status and readiness.
• Manage reservations, documentation, and internal systems (PMS).
• Provide information about hotel services and local area.
• Arrange transportation and external services.
• Manage cash handling (start/end of shift) and process payments.
• Run daily reports and administrative controls.
Guest Service
• Welcome guests in a friendly and personalized manner.
• Anticipate and respond to guest needs.
• Resolve issues quickly and professionally.
• Maintain clear, polite, and effective communication.
• Ensure guest satisfaction throughout the stay.
• Assist guests with disabilities when required.
Communication & Teamwork
• Maintain effective communication with all departments.
• Collaborate with colleagues to ensure smooth operations.
• Handle information with confidentiality and professionalism.
• Use communication tools properly (phone, email, etc.).
Safety & Compliance
• Follow safety policies and emergency procedures.
• Report accidents, incidents, or unsafe conditions.
• Protect confidential information and company assets.
• Notify security of theft or suspicious situations.
Quality & Control
• Comply with quality standards and procedures.
• Review daily reports (arrivals, departures, payments).
• Verify credit card authorizations and resolve discrepancies.
Additional Duties
• Operate telephone switchboard.
• Manage guest messages and pending requests.
• Support hotel services (shop items, third-party services).
• Control resort entrance (Entrance Gate) and handle express check-in.
Physical Requirements
• Stand, walk, or sit for extended periods.
• Handle light objects (up to approx. 5 kg / 10 lbs).
Position Objective
To deliver excellent service, ensuring a positive guest experience while maintaining the company’s high standards of hospitality and quality.
