Front Desk Representative (225-615)

The Front Desk Representative is a crucial role responsible for providing a warm and welcoming environment for guests and visitors while managing all front desk operations. As the first point of contact, the representative must possess excellent communication skills, a friendly demeanor, and the ability to handle various administrative tasks efficiently. This position involves aiding guests with inquiries, managing check-ins and check-outs, and maintaining a tidy and organized reception area. This role requires a keen attention to detail, the ability to multitask under pressure, and a customer-oriented approach. The successful candidate will contribute significantly to enhancing the overall guest experience by ensuring that all operations at the front desk are conducted smoothly and professionally.

Responsibilities

• Greet and welcome guests, providing a positive first impression at all times.
• Manage the check-in and check-out process efficiently using the hotel’s software system.
• Respond promptly and professionally to guest inquiries, both in person and over the phone.
• Maintain a tidy, organized, and fully stocked front desk area at all times.
• Coordinate with the housekeeping and maintenance teams to address guest needs and requests.
• Handle cash transactions, process payments, and verify the guest's payment details accurately.
• Manage the reservation schedule and keep track of room availability consistently.
• Assist in resolving guest complaints by providing appropriate solutions swiftly.
• Keep records of guests’ comments or complaints and prepare reports when required.
• Promote hotel services and facilities to guests to enhance their stay experiences.
• Ensure all front desk operations comply with the established safety and company protocols.
• Train or assist in training new front desk staff, ensuring they understand their roles.

Requirements

• High school diploma or equivalent; additional education or certifications are a plus.
• Previous experience in a front desk or customer service role is highly desirable.
• Excellent verbal and written communication skills in English; multilingualism is advantageous.
• Proficient in MS Office Suite and familiar with front desk reservation systems.
• Strong organizational skills with the ability to multitask efficiently under pressure.
• Outstanding interpersonal skills with a strong customer-oriented approach.
• Ability to work flexible hours, including evenings, weekends, and holidays as required.