Front Office Receptionist

The Front Office - Receptionist ensures seamless guest experience through efficient front office operations and superior customer service. The role is essential to creating positive first and last impressions for guests, while maintaining operational discipline, communication, and coordination with other departments. The Receptionist is the first point of contact for guests and visitors. This role is responsible for providing a warm welcome, delivering exceptional customer service, handling all front desk operations, and ensuring smooth communication between departments. The Receptionist manages check-in/check-out procedures, responds to inquiries, and maintains a professional front desk environment.

Guest Services

Welcome guests courteously and professionally upon arrival.

Handle check-in and check-out procedures efficiently.

Provide accurate information about hotel services, facilities, and local attractions.

Assist guests with special requests, room changes, and reservations.

Address guest concerns or complaints and escalate when necessary.

Front Desk Operations

Manage telephone switchboard, respond to calls, and redirect messages.

Maintain updated guest records and ensure accuracy of information in the PMS (Opera/Protel/Fidelio or relevant system).

Handle guest payments, deposits, and billing procedures.

Prepare and distribute room keys, registration cards, and welcome materials.

Ensure the front desk area is tidy, organized, and presentable.

Administrative & Coordination Duties

Prepare daily reports such as arrivals, departures, and in-house guest lists.

Coordinate with Housekeeping, Engineering, and other departments to ensure guest needs are met.

Manage and record lost & found items according to hotel policy.

Receive and sort mail, messages, and deliveries for guests.

Assist with data entry, filing, and general office tasks.

Service Quality & Professionalism

Maintain high standards of grooming and personal presentation.

Follow company policies, SOPs, and safety procedures.

Support the Front Office team during peak times.

Promote hotel services, upsell rooms, and inform guests about promotions.

• Certificate, Diploma, or Degree in Hospitality, Business Administration, or related field.
• Minimum 1–2 years’ experience as a Receptionist or Front Desk Agent (hotel experience preferred).
• Strong communication and customer service skills.
• Proficient in MS Office and hotel PMS systems.
• Fluent in English; additional languages are an added advantage.
• Professional, friendly, and customer-oriented personality.