Recepcionista

Summary – Receptionist (Front Office / Guest Services)

The Receptionist is responsible for managing all guest arrival, stay, and departure processes, ensuring efficient, professional service aligned with company quality standards.

Main Responsibilities

• Handle check-ins and check-outs, room assignments, and change requests.
• Verify guest identity, rates, payment methods, and billing accuracy.
• Issue and reissue room keys.
• Manage guest calls, messages, requests, and complaints, ensuring resolution.
• Coordinate with Housekeeping on room status and readiness.
• Manage reservations, documentation, and internal systems (PMS).
• Provide information about hotel services and local area.
• Arrange transportation and external services.
• Manage cash handling (start/end of shift) and process payments.
• Run daily reports and administrative controls.

Guest Service

• Welcome guests in a friendly and personalized manner.
• Anticipate and respond to guest needs.
• Resolve issues quickly and professionally.
• Maintain clear, polite, and effective communication.
• Ensure guest satisfaction throughout the stay.
• Assist guests with disabilities when required.

Communication & Teamwork

• Maintain effective communication with all departments.
• Collaborate with colleagues to ensure smooth operations.
• Handle information with confidentiality and professionalism.
• Use communication tools properly (phone, email, etc.).

Safety & Compliance

• Follow safety policies and emergency procedures.
• Report accidents, incidents, or unsafe conditions.
• Protect confidential information and company assets.
• Notify security of theft or suspicious situations.

Quality & Control

• Comply with quality standards and procedures.
• Review daily reports (arrivals, departures, payments).
• Verify credit card authorizations and resolve discrepancies.

Additional Duties

• Operate telephone switchboard.
• Manage guest messages and pending requests.
• Support hotel services (shop items, third-party services).
• Control resort entrance (Entrance Gate) and handle express check-in.

Physical Requirements

• Stand, walk, or sit for extended periods.
• Handle light objects (up to approx. 5 kg / 10 lbs).

Position Objective

To deliver excellent service, ensuring a positive guest experience while maintaining the company’s high standards of hospitality and quality.