Job Details
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Key Relationships
Internal
- Hotel Manager and Staff
- MIPC Management
- MIPC Property Management and staff
External
- Customers
- Vendors, partners, travel agents
Accountabilities
Ensuring a smooth and welcoming experience for guests. Handling emergency situations, such as fire alarms or medical incidents. Communicating with other departments (housekeeping, maintenance, etc.) to ensure smooth operations.
Duties and Responsibilities
Guest check-in and check-out
- Greet and assist guests with a warm and professional demeanor.
- Manage guest check-in and check-out procedures efficiently.
- Handle room reservations via phone, email, and online booking platforms.
- Respond to guest inquiries, requests, and complaints in a timely and courteous manner.
- Provide information about hotel amenities, services, and local attractions.
- Assist with room changes and accommodate special requests.
- Process payments, issue invoices, and maintain accurate financial records.
- Coordinate with housekeeping and maintenance teams to ensure guest satisfaction.
- Address guest inquiries and complaints; resolve any issues that may arise.
- Provide information about hotel facilities, nearby attractions, and dining options.
Administrative duties
- Maintain a tidy and organized front desk and lobby area.
- Assist in administrative tasks such as preparing reports and maintaining daily logs.
- Uphold hotel policies and ensure security measures are followed.
- Pass on relevant guest information and coordinate service delivery across teams.
- Any other tasks, duties & responsibilities that may be added from time to time as relevant to business requirements.
Skills
- Strong verbal and written communication skills
- Excellent customer service skills
- Problem-solving abilities
- Excellent organizational and multitasking abilities
- Strong problem-solving skills with a proactive approach
- Ability to remain calm and professional under pressure.
- High level of attention to detail and accuracy.
- Flexibility to work in shifts, including evenings, weekends, and holidays.
Language
- English
- Arabic an advantage
Specialized Training/ Knowledge Required
- Previous experience in a front desk, customer service, or hospitality role preferred.
- Proficiency in hotel management software and Microsoft Office Suite.
- Knowledge of property management systems is an advantage
Qualifications
A diploma or degree in hospitality management or any other related field
Experience
Minimum 2 years related experience in customer service or hospitality
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