Receptionist (Hospitality/Customer Service)

Role Overview

This position anchors the front office of a hotel property, acting as the first and last point of contact for every guest while keeping the desk's paperwork and room accounts in order. Day to day, the receptionist moves between guest-facing service — arrivals, departures, payments, questions and complaints — and behind-the-scenes coordination, from balancing daily accounts to building housekeeping rosters and inspecting finished rooms. The role matters because the receptionist sets the tone of a guest's stay and is the person responsible for making sure rooms are released only when they meet the property's cleanliness and presentation standards.

Key Responsibilities

• Welcome arriving guests and manage the full check-in and check-out process, including registration, room assignment, payment collection and answering questions about the property and its services.
• Reconcile accounts at the close of each shift, process orders, log guest details accurately and keep operational records audit-ready.
• Prepare housekeeping shift schedules, allocate daily duties across rooms and public areas, and inspect completed work against quality and cleanliness standards before rooms are returned to inventory.
• Respond to guest feedback and complaints during their stay, resolving issues directly where possible and escalating anything outside front desk authority.
• Keep the reception area clean, presentable and fully stocked, carrying out regular inventory counts of supplies and confirming that front desk equipment is in working order.
• Coordinate with housekeeping and other departments on room status, early arrivals, late departures and maintenance concerns to keep turnover running smoothly.
• Follow established front desk standard operating procedures, protect the confidentiality of guest information, and hand over unfinished matters clearly at shift change.

Requirements & Qualifications

• At least 3 years in hotel front desk or customer service operations, with solid working knowledge of front desk SOPs, account handling and conflict resolution.
• Demonstrated experience scheduling cleaning staff, managing their daily workload and inspecting the quality of their work.
• The property maintains a presentation standard for this guest-facing role: 168 cm for female candidates and 180 cm for male candidates, with a polished and professional bearing.
• Outgoing and genuinely service-minded, with strong verbal communication skills and the ability to respond calmly and flexibly in urgent situations.
• Meticulous and dependable, particularly when handling payments, reconciliations and guest records.
• Fully available for and adaptable to shift work schedules.