Receptionist Front Office

Key Responsibilities :

1. Guest Reception & Check-In/Out :

• Greet all guests with a welcoming smile and provide prompt assistance upon arrival.
• Handle the full guest check-in and check-out process using hotel management software.
• Verify identification, confirm reservations, collect payments or deposits, and issue room keys.
• Provide guests with information on hotel amenities, dining options, and nearby attractions.

2. Reservation Management :

• Take and manage room reservations via phone, email, walk-ins, and online travel agencies (OTAs).
• Update and maintain accurate booking information in the hotel management system.
• Coordinate with housekeeping to ensure rooms are ready before guest arrival.
• Inform guests about room upgrades, discounts, or packages as per current offers.

3. Front Desk Operations :

• Answer incoming calls, transfer them to appropriate departments, or take messages.
• Maintain a neat and organized reception area, ensuring brochures, forms, and signage are up-to-date.
• Record visitor or guest complaints and escalate them to the appropriate department.
• Ensure all administrative paperwork, guest registration, and billing records are accurately maintained.

4. Guest Service & Satisfaction :

• Respond to guest queries, special requests, or complaints in a professional and courteous manner.
• Assist guests with directions, transport arrangements, local sightseeing, or travel plans.
• Coordinate with other departments (housekeeping, maintenance, F&B) to fulfill guest needs.
• Follow up on guest feedback and ensure issues are resolved to their satisfaction.

5. Cashiering & Billing :

• Handle billing transactions, including cash, credit/debit card, UPI, or advance payments.
• Ensure accurate billing, issue receipts, and maintain records of all financial transactions.
• Reconcile shift cash and generate daily revenue reports as required.

Required Skills & Competencies :

• Pleasant personality with a professional demeanor
• Excellent communication skills (spoken and written)
• Strong customer service orientation and interpersonal skills
• Basic computer literacy MS Office, email handling
• Familiarity with hotel management systems (e.g., IDS , Opera , Cloudbeds , eZee , or similar)
• Ability to multitask and stay calm under pressure
• Flexible to work in rotational shifts (morning/evening/night)