Front Office Receptionist

Key Responsibilities:

1. Guest Check-In & Check-Out: Greet guests upon arrival in a friendly and professional manner. Check-in guests efficiently, ensuring that all necessary information is collected (e.g., ID proof, reservation details).Provide guests with key cards, hotel information, and directions to their rooms.Process guest check-out and ensure all charges are accurate before finalizing the bill.Handle early check-ins and late check-outs, as well as special requests.

2. Reservations Management: Handle room reservations by phone, email, or through online booking platforms.Update the reservation system with guest details and special requests.Coordinate with housekeeping and other departments to ensure rooms are prepared for incoming guests.Confirm reservations and send out reminders or pre-arrival emails as needed.

3. Guest Assistance & Customer Service: Respond promptly to guest inquiries about hotel services, facilities, and local attractions.Provide guests with information on hotel amenities, restaurant hours, spa services, or transportation options.Assist with luggage handling, arranging transportation, and booking excursions or tickets.Address and resolve any guest complaints or issues, escalating when necessary to management.

4. Billing & Payment Processing: Handle guest payments accurately, ensuring all charges are posted correctly. Accept various payment methods, including credit/debit cards, cash, and digital payments. Ensure guest invoices are clear and correct, issuing receipts upon payment. Process refunds or adjustments when necessary, in line with hotel policies.

5. Communication & Coordination: Answer phone calls promptly and professionally, directing inquiries to the appropriate department. Coordinate with housekeeping, maintenance, and other departments to ensure guest requests are fulfilled in a timely manner. Maintain communication with management regarding guest preferences, complaints, and other feedback. Record any important guest interactions or requests in the system for future reference.

6. Maintaining the Front Desk Area: Keep the reception area clean, organized, and presentable at all times.Stock and maintain a supply of brochures, maps, and information for guests about local attractions and services.Monitor the lobby for any potential issues, such as safety concerns, and address them as needed.

7. Security & Safety: Ensure guest and hotel security by following hotel security protocols, including the use of guest identification for check-in. Keep an eye on the premises for any unusual activities, reporting any concerns to security or management. Handle emergency situations calmly, providing assistance to guests as needed and coordinating with appropriate authorities.

8. Handling Special Requests & Complaints: Assist guests with any special needs or requests, such as arranging transportation, booking tickets, or recommending local attractions. Handle guest complaints professionally and promptly, aiming for immediate resolution or escalating to management when necessary. Provide a high level of personalized service, ensuring guests feel valued and welcomed.

9. Administrative Duties: Maintain and update guest records in the property management system. Ensure that all guest correspondence, messages, and deliveries are handled appropriately. Prepare reports on occupancy rates, room availability, and other relevant data for management. Complete various paperwork, including guest registration forms, billing records, and check-out documentation.

10. Teamwork & Collaboration: Work closely with other departments, such as housekeeping, food & beverage, and maintenance, to ensure a smooth guest experience. Assist colleagues with overflow tasks during busy periods, ensuring efficient hotel operations. Participate in hotel meetings and training sessions to stay updated on policies, procedures, and guest service standards.

Skills & Qualifications:

Education:High school diploma or equivalent required; a degree or certification in hospitality management is a plus.

Experience: Prior experience in customer service or a similar front-line role in a hotel or hospitality setting is preferred.

Experience with hotel reservation systems (e.g., Opera, Fidelio, etc.) is an advantage.

Technical Skills: Proficiency in using hotel management software (e.g., booking systems, POS systems)

Job Types: Full-time, Permanent

Pay: ₹15, ₹18,000.00 per month

Benefits:

• Cell phone reimbursement
• Food provided

Work Location: In person