Hotel Receptionist job description

Job brief

We are looking for a customer-focused and professional Hotel Receptionist to join our team. The ideal candidate will have experience in the clerical industry with excellent customer service skills and the ability to work in a fast-paced environment. The Hotel Receptionist's role will be to take reservations, hand out keys to guests, and ensure they have an enjoyable stay.

Responsibilities

• Answer the telephone and attend to guests' requests to book rooms or events at the hotel.
• Check on the internal booking system and make the booking for the guest.
• Obtain payment information and run credit/debit card payments when required.
• Assist guests at the check-in desk to confirm their bookings, give out keys and give directions to their rooms.
• Arrange for guests' bags to be taken to their rooms by the bell boys.
• Attend to guest queries such as wake-up calls, room service, and other related requests with outstanding service levels.
• Assist guests with booking transport and providing directions where required.
• Inform guests of meal options and times of availability for meals such as breakfast and dinner.
• Inform guests of any promotions running within the hotel.
• Upsell hotel products where possible.
• Liaise with the other receptionists in the team and provide detailed handovers so that the next shift runs smoothly.
• Send and receive emails and monitor the inbox for bookings.
• Provide outstanding customer service to all guests at all times.
• Follow up with any guests who may have had an issue at the hotel.
• Arrange for issues to be rectified with either the room service team.
• Gain feedback from guests about their experience staying at the hotel.

Requirements

• High School GED or above, an associate's degree in hospitality or clerical work would be an advantage or 2 years of experience in a similar role
• Excellent written and verbal communication skills
• Pleasant and professional at all times
• Adept with controlling a busy switchboard with an excellent telephone manner.
• Excellent customer service skills
• Good computer skills with a knowledge of booking systems
• Hands-on experience of taking credit/debit card payments over the phone and in-person
• Able to effectively prioritize own workload and work well under pressure