Hotel Receptionist/ Guest Experience Associate

Job Summary

The Hotel Receptionist serves as the first point of contact for guests, providing exceptional customer service and ensuring a warm, professional, and efficient check-in and check-out experience. The Receptionist is responsible for managing reservations, guest inquiries, payments, and coordinating with other hotel departments to ensure a seamless guest experience.

Key Responsibilities

• Welcome guests warmly and professionally upon arrival.
• Process guest check-ins, check-outs, and room allocations.
• Handle reservations through phone, email, online platforms, and walk-ins.
• Answer telephone calls and respond promptly to guest inquiries.
• Maintain accurate guest records and reservation information.
• Process payments, issue receipts, and balance daily transactions.
• Coordinate with Housekeeping regarding room readiness.
• Liaise with Maintenance and other departments to resolve guest concerns promptly.
• Promote hotel facilities, restaurant services, spa services, and special offers.
• Handle guest complaints professionally and escalate issues when necessary.
• Ensure the reception area remains clean, organized, and presentable.
• Prepare daily reports and shift handover notes.
• Maintain confidentiality of guest information.
• Comply with all hotel policies, operational procedures, and health and safety standards.

Qualifications & Experience

• Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or a related field. • Minimum of two (2) years' proven experience as a Hotel Receptionist or Front Desk Officer in the Hospitality Industry
• Experience using hotel reservation/PMS software is an advantage.
• Excellent written and spoken English.

Skills & Competencies

• Outstanding customer service and interpersonal skills.
• Professional appearance and positive attitude.
• Excellent communication and telephone etiquette.
• Strong organizational and multitasking abilities.
• Computer proficiency (Microsoft Office and hotel management software).
• Ability to work under pressure and resolve guest issues calmly.
• Strong attention to detail and accuracy.
• Record-keeping skills.
• Ability to work weekends, holidays, and rotating shifts.