Hotel Front Desk Representative
2 weeks ago
Job Summary:
A successful Hotel Front Desk Representative is responsible for delivering exceptional customer service and ensuring a seamless guest experience at our hotel. The ideal candidate will be tasked with managing guest check-ins, handling inquiries, and resolving any issues that may arise in a timely and professional manner.
Main Responsibilities:
- Guest Management: Manage guest arrivals, departures, inquiries, and special requests with efficiency and care.
- Customer Service: Provide top-notch customer service and resolve guest concerns or complaints promptly.
- Front Desk Operations: Maintain a professional and welcoming front desk environment.
- Interdepartmental Collaboration: Coordinate with departments including Housekeeping, Security, Engineering, Sales, and Wellness to meet guest needs.
- Accurate Booking and Guest Information: Work closely with the sales and reservations team to ensure accurate booking and guest information.
- Room and Facilities Viewings: Conduct room viewings when sales staff are unavailable, especially on weekends and public holidays, and ensure a smooth guest handover to sales for follow-up.
- Facilities Maintenance: Enforce cleanliness and organization of the front desk area.
- Safety and Emergency Protocols: Support the implementation of safety protocols as needed.
- Compliance: Ensure adherence to all hotel policies and local regulations.
- Documentation: Submit required forms or guest records to relevant authorities (e.g., foreign guests) in a timely manner.
- Ad-Hoc Tasks: Assist with other duties or tasks assigned by management.
Requirements:
- Education: Diploma or Bachelor's Degree in Hospitality Management preferred.
- Experience: Minimum 2 years' experience in a similar role in a reputable hotel or serviced residence.
- Communication Skills: Strong communication skills, both written and verbal, with the ability to interact with diverse guests.
- Customer Service Orientation: Excellent customer service orientation and problem-solving ability.
- Organizational Skills: Organized, proactive, and resourceful with high attention to detail.
- Multitasking: Ability to multitask effectively in a dynamic environment.
- Availability: Willingness to work rotating shifts, including weekends, nights, and public holidays.
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