Receptionist

Reports to: Front Office Manager

Job Purpose:
The Receptionist is the first point of contact for guests arriving at the hotel. They are responsible for delivering warm, efficient, and professional guest service during check-in, check-out, and throughout the guest’s stay. The Receptionist ensures accurate reservation handling, billing procedures, and timely resolution of guest concerns, while actively contributing to a welcoming and smooth front office experience. The role also involves coordination with other departments to ensure that all guest needs are met promptly and courteously.

General Requirements:

• Must report to work on time, in full uniform, and be present at least 10 minutes prior to shift start.
• Demonstrate attentiveness and courtesy towards both guests and colleagues during work.
• Take proper care of uniforms, keys, and any other property provided by the employer and work safely.
• Obtain permission from the immediate supervisor before going on break.
• Clock in and out in accordance with the hotel's attendance policy.
• Communicate effectively with staff and guests in a polite, friendly, and service- oriented manner.
• Listen to, clarify, and analyze problems raised by guests or staff.
• Perform multi-tasking responsibilities and prioritize departmental functions to meet deadlines.
• Maintain a courteous, friendly, and guest-oriented attitude when interacting with guests and colleagues.
• Attend all required meetings and training sessions.
• Maintain regular attendance per Ebreaze Hotel standards, as per the work schedule which may vary depending on operational needs.
• Maintain high grooming standards, including wearing name badges.
• Comply with Ebreaze Hotel policies to ensure safe and effective hotel operations.
• Show maximum effort and productivity; identify areas of improvement
• proactively.
• Handle problems effectively, including identifying, preventing, and resolving potential issues.
• Maintain confidentiality of all sensitive information.
• Perform any additional duties assigned by management.
• Participate in cross-training across related departments.
• Maintain a warm and friendly demeanor at all times.

Primary Duties & Responsibilities:

• Ready to check in guests, process requests, and greet promptly and professionally.
• Review the daily arrivals list.
• Greet all guests entering the hotel.
• Respond to guest inquiries about the hotel and surrounding areas.
• Monitor daily events via communication logbooks and update for the following shift.
• Assist guest services with Bell staff, Housekeeping, Reservations, and Room Service.
• Allocate rooms and issue corresponding room keys.
• Monitor guest arrivals and verify registration details such as guest name, address, and payment method.
• Process incoming room reservations.
• Maintain real-time knowledge of room availability and current room status.
• Have full knowledge of relevant service concepts and all current and upcoming hotel promotions.
• Apply upselling techniques to maximize room revenue.
• Increase hotel revenue by offering food and beverage alternatives within the property.
• Know the names of key staff and long-stay guests.
• Minimize revenue loss by adhering to established credit procedures.
• Monitor guest accounts to ensure compliance with hotel credit policies and accuracy of registration data.
• Improve cash flow timeliness through adherence to credit and inventory control procedures.
• Secure approval codes for cash and credit card payments.
• Record and communicate any special billing instructions to Accounting and the Front Office Manager.
• Accurately close shift by obtaining required authorizations and signatures.
• Comply with hotel cash handling policies.
• Maintain effective communication with guests, colleagues, and supervisors.
• Demonstrate teamwork by assisting and cooperating with colleagues.
• Handle challenging situations professionally.
• Notify the manager of expected arrivals, departures, and current room status.
• Maintain effective control over room keys.
• Ensure prompt delivery of guest mail and messages.
• Demonstrate full knowledge of all hotel services and facilities and assist guests efficiently.
• Use the ABC approach when addressing guest complaints or negative comments, and report concerns to the Front Office Manager for follow-up.

Technology Competence:

• Full proficiency in the hotel reservation system.

Safety, Health & Security:

• Ensure personal cash is always secured.
• Declare any discrepancies in personal cash to the manager and the controller.
• Always maintain guest confidentiality.
• Report any suspicious activity involving guests or staff to the Front Office Manager and Security.
• Report lost and found items to the manager and Executive Housekeeper.
• Immediately report any real or potential hazards following hotel procedures.
• Have full knowledge of fire safety, emergencies, and evacuation procedures.
• Follow emergency protocols to ensure guest and employee safety.
• Work in a safe manner that does not endanger self or others.
• Support a safe hotel environment by adhering to hotel rules and legal regulations.
• Stay alert to potential and perceived hazards and inform the Front Office Manager accordingly.
• Uphold the highest standards of personal hygiene, uniform appearance, body language, and behavior.

Knowledge of English language is required.

We offer:

• Airplane ticket
• Accomodation
• Visa
• All transfers
• Food (full board)
• Internet
• Paid leave – vacation

 CV in English language and diploma or certificate of acquired education are required for correct application.