Front Office Receptionist

The Front Office Receptionist ensures a warm welcome and excellent guest experience from arrival to departure, while supporting the smooth daily operation of the hotel and handling front office administration efficiently.

Key Responsibilities

Guest Services

• Welcome guests in a friendly, professional and courteous manner.
• Complete guest check-in and check-out procedures efficiently and accurately.
• Respond promptly and professionally to guest enquiries, requests and complaints, taking appropriate action to resolve issues or referring them where necessary.
• Provide guests with information about the hotels, local attractions, transport, restaurants and other services.
• Deliver exceptional customer service at all times and contribute to a positive guest experience.

Reservations & Administration

• Process reservations, amendments and cancellations accurately using the Company's booking systems.
• Manage telephone calls, emails and other guest correspondence in a timely and professional manner.
• Maintain accurate guest records and ensure all documentation is completed correctly.
• Handle cash, card payments and daily reconciliation procedures in accordance with Company procedures.
• Prepare reports and complete other administrative duties as required.

Front Office Operations

• Ensure the reception area is maintained in a clean, organised and professional manner.
• Liaise effectively with Housekeeping, Maintenance and other departments to ensure guest needs are met.
• Receive deliveries and assist with general front office administration where required.
• Report maintenance issues, security concerns or health and safety matters promptly.
• Follow all Company procedures relating to security, cash handling, data protection and guest confidentiality.

Teamwork & Communication

• Work collaboratively with colleagues across all departments to ensure the efficient operation of the hotels.
• Maintain effective communication during shift handovers.
• Demonstrate flexibility by working across the Company's hotel properties as reasonably required.
• Work a roster that may include evenings, weekends and public holidays.

General Responsibilities

• Carry out duties with professionalism, integrity and a commitment to the Company's values.
• Comply with all Company policies, procedures and health and safety requirements.
• Maintain high standards of personal presentation, punctuality and attendance.
• Protect the confidentiality of guest, employee and Company information.
• Undertake any reasonable duties consistent with the nature and level of the role as may be required by the EMPLOYER from time to time.