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Hotel Receptionist job description

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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

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