Hotel Receptionist

Job Description (JD) – Hotel Receptionist / Front Desk Executive

Job Title: Hotel Receptionist / Front Desk Executive
Department: Front Office
Reports To: Front Office Manager / Hotel Manager
Location: [Hotel Name / Location]

Job Summary

The Hotel Receptionist is responsible for creating a positive first impression for guests by managing front desk operations, handling check-ins/check-outs, reservations, guest inquiries, and ensuring excellent customer service throughout the guest stay.

Key Responsibilities

• Welcome guests warmly and professionally upon arrival.

• Handle guest check-in and check-out procedures efficiently.

• Manage room reservations through phone, email, walk-ins, and booking platforms.

• Verify guest identification, collect payments, and issue invoices/receipts.

• Answer phone calls and respond to guest inquiries promptly.

• Coordinate with housekeeping regarding room readiness and special requests.

• Handle guest complaints professionally and escalate when necessary.

• Maintain accurate guest records in PMS (Property Management System).

• Upsell rooms, meal plans, upgrades, and hotel services.

• Assist guests with local travel information, transportation, and recommendations.

• Coordinate with room service, housekeeping, maintenance, and security teams.

• Process cash, card, UPI, and other payment transactions.

• Prepare daily reports, occupancy status, and handover notes.

• Ensure front desk area is clean, organized, and presentable.

• Follow hotel SOPs, safety, and guest privacy policies.

Required Skills & Qualifications

• Graduate / Diploma in Hospitality preferred.

• 1–3 years experience in hotel front office (freshers can be considered for junior roles).

• Good communication skills in English, Hindi (additional languages preferred).

• Knowledge of hotel PMS software (IDS, Opera, eZee, etc.).

• Basic computer skills (MS Office, email handling).

• Pleasant personality and professional grooming.

• Strong customer service and problem-solving skills.

• Ability to work in rotational shifts, weekends, and holidays.

Preferred Attributes

• Positive attitude and guest-first mindset.

• Good sales and upselling ability.

• Ability to handle pressure during peak check-in/check-out hours.

• Attention to detail and accuracy.

KPI / Performance Metrics

• Guest satisfaction scores

• Check-in/check-out turnaround time

• Booking conversion / upselling revenue

• Complaint resolution time

• Accuracy in billing and reservations

• It is a Full Time Receptionist job for candidates with 1 - 6+ years Experience.