Receptionist

Position Overview The Hotel Receptionist serves as the first point of contact for guests providing exceptional customer service and managing front desk operations efficiently This role involves handling reservations checkins checkouts and addressing guest inquiries to ensure a pleasant stay Key Responsibilities Guest Interaction Greet guests warmly and professionally upon arrival Facilitate smooth checkin and checkout processes using the Property Management System PMS Respond promptly to guest inquiries both inperson and via phone or email Provide information about hotel amenities services and local attractions Reservation Management Process reservations accurately ensuring all details are recorded in the PMS Confirm bookings and verify payment methods particularly for nonrefundable and rack rates Manage walkin bookings and provide room availability and rate information Financial Transactions Handle cash credit card payments and issue invoices or receipts Reconcile daily transactions and ensure accurate recordkeeping Guest Assistance Address guest concerns or complaints promptly and escalate to the Front Office Manager when necessary Coordinate with housekeeping and maintenance teams to fulfill guest requests such as extra amenities or room changes Assist with luggage storage and transportation arrangements Administrative Duties Maintain and update guest records in the PMS Ensure the front desk area is clean organized and stocked with necessary supplies Follow hotel policies and procedures including safety and security protocols Qualifications High school diploma or equivalent additional certification in hospitality is a plus Proven experience as a receptionist or in a customer service role Proficiency in hotel management software e g Opera Cloudbeds or similar Strong communication and interpersonal skills Ability to handle stressful situations with professionalism and composure Attention to detail and excellent organizational skills Key Performance Indicators KPIs Guest satisfaction scores and feedback Accuracy in handling reservations and financial transactions Response time to guest inquiries and requests Adherence to front desk procedures and policies