Receptionist

Role Overview

As the face of Fair Acres Boutique Hotel, you will be the first and last impression every guest carries with them. Your day-to-day work involves managing the front desk with warmth and precision—handling check-ins and check-outs, coordinating reservations across all channels, and anticipating guest needs before they are voiced. In a boutique setting, your role directly shapes the property's reputation for attentive, personalised hospitality, so every interaction matters.

Key Responsibilities

• Greet guests upon arrival, complete check-in and check-out procedures efficiently, and ensure all billing and folio information is accurate.
• Manage room reservations via phone, email, and online booking platforms, updating availability and rates in the Hotelwise system in real time.
• Handle guest inquiries, special requests, and complaints with calm professionalism, escalating issues only when necessary to ensure swift resolution.
• Coordinate with housekeeping and maintenance teams to ensure rooms are ready, guest preferences are met, and any reported issues are addressed promptly.
• Maintain an organised front office—processing payments, issuing receipts, and balancing the day's cash and card transactions.
• Provide guests with local recommendations, directions, and concierge-level assistance to enhance their overall stay.
• Communicate effectively with night audit and other shifts to ensure seamless handovers of pending requests, arrivals, and operational notes.

Requirements & Qualifications

• Diploma or degree from a recognised hospitality or hotel management institution.
• At least three years of hands-on experience in hotel front office and reservations, preferably within a boutique or similarly guest-centric property.
• Strong working knowledge of Hotelwise Hotel Management System (or proven ability to adapt to it quickly, with prior experience strongly preferred).
• Fluency in a second language such as French, Spanish, German, or Italian is a distinct advantage for serving international guests.
• Excellent verbal and written communication skills, with a friendly yet professional telephone manner.
• Solid understanding of front office procedures, reservation best practises, and revenue-related basics like overbooking and rate management.
• Impeccable presentation, strong organisational skills, and a natural focus on guest satisfaction.
• Ability to remain composed and efficient during peak check-in times, unexpected guest requests, and busy periods.