Receptionist Specialist

Job Overview

The Receptionist Specialist is responsible for managing all front desk operations, which includes welcoming guests, responding to inquiries, and facilitating check-ins and check-outs.

This role also involves ensuring the reception area is tidy and organized.

Key Responsibilities

The following outlines the primary duties and responsibilities associated with this position:

• Greet hotel guests and visitors warmly, assessing their needs and providing appropriate assistance.
• Handle incoming calls with professionalism, maintaining a positive demeanor while addressing caller inquiries. If unable to assist, accurately direct the caller to the appropriate department or take messages as necessary.
• Update and manage guest registration data, billing information, room assignments, and cancellations.
• Address guest requests, including making reservations, arranging transportation, and recommending local attractions.
• Oversee room inventory and availability, ensuring accurate records are maintained.
• Understand and apply the hotel's credit policies and product offerings.
• Distribute mail and packages to guests as needed.
• Conduct end-of-shift audits and balance departmental accounts, ensuring all documentation is completed accurately.
• Maintain the security of guest keys and cash drawers, verifying cash at the end of each shift.
• Monitor guest accounts for any unusual activity and report significant changes to a supervisor.
• Perform shift audits and reconcile daily transactions with computer records.
• Resolve guest issues and complaints in collaboration with relevant departments.
• Familiarize oneself with emergency procedures and communicate any guest or employee concerns to management.
• Ensure the reception area remains clean and organized.
• Coordinate maintenance duties with housekeeping and maintenance staff as needed.

Additional Responsibilities

• Open and close the hotel as required.
• Assist with special projects and other tasks as assigned by management.
• Perform other duties as requested.

Required Skills and Qualifications

• Proficiency in Microsoft Office Suite.
• Exceptional interpersonal skills with a friendly and curious disposition.
• Ability to collaborate effectively with team members.
• Strong computer skills and ability to think clearly under pressure.
• Ability to handle challenging situations with professionalism and communicate solutions effectively.
• Willingness to work flexible hours, including nights, weekends, and holidays.

Education and Experience

• High School Diploma or equivalent.
• Prior experience in hotel front desk operations.
• Training in guest relations is preferred.
• Experience in the hospitality industry in a similar role is advantageous.

Language Proficiency

• Strong reading, writing, and verbal communication skills in English.

Physical Requirements

The physical demands and environmental factors associated with this role include:

• Ability to stand for extended periods.
• Frequent use of hands and fingers for computer operation.
• Occasional sitting for paperwork completion.
• Ability to lift or move objects weighing up to 50 lbs.
• Continuous standing and walking for several hours.

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