JOB DESCRIPTION

Job title : Receptionist

Position : Rank & File
Department : Front Office
Responsible to : Front Desk Supervisor or in absence to Assistant Front Office Manager

JOB SUMMARY - GENERAL SCOPE AND PURPOSE

To work on the rotation basis to efficiently and courteously handle check in, check out, provide
information and guest relations in order to ensure maximum guest satisfaction at all time.

OBJECTIVES

• To achieve a high level of guest satisfaction, consistency, politeness and efficiency in services
• To control Front Desk expenses to a minimum level and to maximize the revenue through
room sales and up selling technique as well as to keep the billing of every single guest in a
proper arrangement
• To ensure all transactions are correctly posted

DUTIES

1. To be familiar with all the hotel’s programs

2. To be fully aware of the room situation and to strive to obtain maximum occupancy
3. Carry out any other reasonable duties and responsibilities as assigned
4. Ensure that rooms for VIP and special request are properly blocked
5. Ensure that all operating tools and equipment are in a good working condition
6. Ensure the Front Desk area is clean and tidy at all times
7. Maintain an accurate room status
8. Assign room and rate for every single guest
9. Obtain expected departure date of every guest
10. Obtain guest’s personal data in order to the hotel with important guest information as well
police report completion
11. Compare the housekeeping report with actual room status to check discrepancy
12. Record all important incidents, guest comments and any follow up needed in the logbook
13. Ensure that all telephones are answered promptly and clearly in a courteous and friendly
manner
14. Advise Superior of any suspicious billing matters
15. Up-sell rooms, F&B outlets and other facilities whenever opportunity arises
16. To control room blocking during peak season and to pre assign rooms for big groups
17. Ensure that all necessary preparations are well done for the arrival
18. Keep the logbook up to date
19. Handle message for guest whenever required and all are delivered promptly
20. Check the validity of travel agent vouchers
21. Handle rooms inspection to walk in guest or visiting guest whenever necessary
22. Promote and sell the in house facilities such as F&B outlets, shops, etc
23. To be fully aware of the rooms location and its layout as well as hotel layout
24. Run the computer back up procedure as required
25. Observe guest services in the lobby area and ensure they are all clean and tidy at all times
26. Enter and update all guest transactions immediately and accurately
27. Accurately post all miscellaneous charges into guest account
28. Handle currency exchange transaction according to procedures where receipt is signed by
the guest and receipt is given
29. Prepare and balance cashier report and remittance envelope at the end of each shift
30. To be aware of forged currency and travel cheques
31. Ensure that all guest transactions at the front desk are signed by the guest
32. Arrange guest bills into respective file and verify recurrences

PERSONNEL

• Attend training as scheduled

• Report on duty punctually wearing the correct uniform and name tag at all time
• Maintain a high standard of professional appearance and hygiene at all time
• Respond to changes as dictated by the industry and the hotel
• Maintain a good working relationship with your colleagues and all other departments
• Adhere to the hotel’s policy and procedures
• Have a complete understanding of and adhere to the hotel’s policy and procedure relating to
fire, life, health, safety and security
• Have a complete understanding of the hotel’s employee handbook and adhere to regulations
contained within.
• Fully conversant with all services and facilities offered in the hotel

LEADERSHIP

• Providing excellent self-discipline.

• To give respect to gain respect.

GUEST SATISFACTION

• To follow up all guest request and complaint and to establish preventive actions from future
recurrence
• Provide efficient and courteous services to all guest
• Respond promptly and tactfully to guest’s complain, request and inquiries
• Maximize using guest name

DECLARATION

I ……………………………… have received, read, understood and agreed to perform the duties
assigned as started in this job description and other tasks as assigned by my immediate
supervisor.

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Associate’s signature

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Date

THIS JOB DESCRIPTION IS NOT EXHAUSTIVE, DUTIES AND RESPONSIBILITIES MAY BE

ADDED OR REMOVED BY HOTEL MANAGEMENT AT ANY TIME