Role Summary
The Receptionist serves as the primary point of contact for guests, ensuring a seamless and professional first impression that reflects high hospitality standards. In this on-site, full-time role, you will manage guest arrivals, departures, and inquiries at a Junior level. Success is measured by your ability to provide efficient service, maintain administrative accuracy, and uphold guest satisfaction ratings.
Work Setup & Collaboration
- Operates fully on-site within a shift-based schedule.
- Follows structured service protocols and compliance standards regarding guest privacy and financial transactions.
What You'll Do
- Execute guest check-in and check-out procedures following established brand standards and timelines.
- Manage a telephone system, routing calls and taking detailed messages for various departments.
- Process guest payments, room charges, and daily reconciliations with high mathematical accuracy.
- Coordinate with housekeeping to ensure real-time room status updates and immediate readiness for arrivals.
- Address guest inquiries and complaints promptly, escalating complex issues to management when necessary.
- Maintain a clean, organized, and welcoming front desk and lobby environment at all times.
- Input and update guest profiles and reservation data accurately in the Property Management System (PMS).
Success Indicators
- Maintain an average guest satisfaction score (CSAT) of 90% or higher for front-desk interactions.
- Achieve 100% accuracy in daily cash handling and billing reconciliation.
- Minimize guest wait times during peak check-in windows through efficient process execution.
- Successfully resolve 85% of guest inquiries without requiring management intervention.
Required Qualifications
- 0–2 years of experience in customer service, hospitality, or a front-facing administrative role.
- Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Strong verbal communication skills for clear, professional and friendly face-to-face and phone interactions.
- Ability to work a flexible schedule including early mornings, late evenings, and weekends.
