Some of the responsibilities:
Guest Services
Greeting and welcoming guests upon arrival and departure.
Perform check-in and check-out procedures efficiently.
Provide information and respond to inquiries about hotel services, facilities, and amenities.
Handle guest requests and complaints in a professional, timely manner, escalating issues when necessary.
Reservations, Room Assignments & Promotions
Process room reservations, cancellations, and modifications.
Assign rooms based on guest preferences and availability according to supervisors’ guidelines.
Upsell room upgrades and additional services to maximize revenue.
Promote Hotel Facilities such as restaurants, bars, spa etc.
Payment & Cash Handling
Manage billing processes, including payment collection and issuing invoices.
Room charges, and process other financial transactions.
Maintain accurate records of all transactions.
Communication & Coordination
Answer incoming phone calls and emails, ensuring appropriate handling with professionalism.
Liaise with other departments (e.g., housekeeping, food and beverage) to ensure seamless guest service.
Maintain a working knowledge of the hotel’s offerings, local area, and events to provide accurate information to guests.
Administrative Tasks
Maintain a clean and organized front desk area.
Keep guest records up to date in the hotel's property management system (Opera).
Prepare daily reports on room occupancy, guest arrivals/departures, and other operational metrics.
Customer Satisfaction
Ensure a high level of customer satisfaction by addressing guest feedback and maintaining professionalism.
Gather feedback through guest interactions and report any service improvement opportunities.Requirements
Useful to have:
Bachelor’s degree or Diploma in Hospitality is preferred.
Previous experience in front office, or guest services in a luxury hospitality environment is preferred.
Knowledge of the English language, a second language will be considered a plus.
Proficiency with property management systems (Opera) and other hotel-related software.
What you will bring:
Excellent communication and interpersonal skills for managing interactions with both guests and team members.
Ability to work in a fast-paced environment.
A problem-solving approach with an eye for detail as the ability to think on one’s feet and address challenges
Multitasking to manage appointments, calls, and walk-ins efficiently.
Respect for diversity and inclusion in a professional setting.