Front Desk Receptionist

Role & responsibilities

Key Responsibilities

Guest Services & Check-In/Check-Out

• Greet guests warmly and professionally upon arrival and departure.
  
• Perform check-in and check-out procedures efficiently using the hotel management system (PMS).
  
• Verify guest information, payment methods, and issue room keys.
  
• Provide hotel and local area information, answer questions, and resolve concerns.
  
• Offer assistance with luggage, transportation, and directions as needed.
  

Reservation Management

• Handle new reservations via phone, email, and online booking platforms.
  
• Modify or cancel bookings as requested by guests.
  
• Upsell rooms or hotel services where appropriate to increase revenue.
  

Communication & Coordination

• Serve as a communication link between guests and internal departments (housekeeping, maintenance, kitchen, etc.).
  
• Log and report guest complaints or maintenance issues promptly.
  
• Relay messages, packages, or mail to guests and staff as needed.
  

Administrative & Operational Support

• Maintain accurate records of guest stays, billing, and payments.
  
• Prepare daily front desk reports and handovers for shift changes.
  
• Monitor lobby cleanliness and ambiance, and report housekeeping needs.
  
• Assist with inventory checks and office supplies as required.
  

Safety & Compliance

• Monitor guest and visitor activity for security purposes.
  
• Follow all hotel safety and emergency procedures.
  
• Ensure confidentiality of guest records and sensitive information.
  

Requirements

• Excellent communication and interpersonal skills
  
• Professional appearance and attitude
  
• Basic computer skills and knowledge of hotel management systems (e.g., Opera, Cloudbeds)
  
• Ability to handle pressure and multitask
  
• Flexible with shifts, including night and weekend availability