Reports to: Front Desk Supervisor

Supervises: None

1. Job Purpose:

Welcome and check guests in and out of the hotel, attend to guest queries, and provide excellent, prompt and professional guest service to meet guest needs and ensure guest satisfaction in line with the MRH strategy and policies.

Job requirements

A. Qualification

• Minimum of an Ordinary Diploma in the disciplines of Hotel Management, Tourism & Hospitality Management or related field.

B. Work Experience

• At least one (1) year of experience as a receptionist in a reputable and busy hotel.

• Knowledge of Opera / Fidelio / Other world-class Property Management Systems is

2. Duties and Responsibilities:

• Welcome guests upon arrival, confirm their booking, assist them complete registration, allocate them rooms as per guest preferences and provide guidance on the hotel amenities.

• Manage online and phone reservations, provide information about the hotel, available rooms, rates and amenities, confirm bookings and block booked rooms.

• Liaise with the housekeeping staff before occupancy and after rooms are vacated to ensure all rooms are clean, tidy and fully-furnished to accommodate guests to their satisfaction.

• Attend to and respond to guests’ complaints and inquiries in a timely and professional manner by liaising with other departments for issues resolution as maybe required.

• Post bills for consumed services to guests’ accounts, review accounts, charge guests during the check-out process and process accurate payment of guest accounts.

• Monitor visitors to the hotel, ensure safety and report any suspicious activity to security and management.

• Maintain a neat and orderly front desk and reception area, replenish the brochures and information cards.

• Maintain clear and accurate records of guest room booking, retrieve records as may be required.

• Complete maintain and submit any incident reports, daily activity reports or other reports requested by management.

• MUST Request for complete payment from every walk-in guest/ guest without reservation upon checking in