The Receptionist / Front Office Assistant, reporting directly to the Front Office Manager, is responsible for providing excellent service to guests from the moment they arrive until their departure. This role involves managing check-ins, check-outs, cashiering, reservations, handling phone calls, and guest inquiries while ensuring a seamless and positive guest experience. The Receptionist acts as the first point of contact for guests and plays a crucial role in creating a welcoming environment and creating memorable experiences.
Greet guests with a warm and friendly manner upon arrival.
Handle the check-in process efficiently, including verifying guest reservations, obtaining identification, and providing room keys.
Process check-outs, ensuring accurate billing and payment collection.
Assist guests with luggage storage, special requests, and any additional information regarding their stay.
Manage guest reservations, including taking bookings over the phone, email, or online platforms.
Update the property management system (Opera Cloud) with accurate room reservations, cancellations, and modifications.
Provide information to guests on room availability, rates, and hotel services.
Upsell hotel amenities and services, such as room upgrades, dining options, or spa services.
Drive Wyndham Rewards enrollments.
Respond to guest inquiries regarding hotel amenities, local attractions, transportation, and directions.
Handle guest complaints and concerns professionally, ensuring a prompt resolution or escalation to management when necessary.
Provide concierge services, such as arranging tours, transportation, restaurant reservations, and other guest activities.
Coordinate with housekeeping and maintenance to ensure rooms are prepared and guest requests are fulfilled.
Process payments, including room charges, deposits, and other fees, ensuring accuracy in all transactions.
Handle cash, credit card payments, and other financial transactions following hotel policies and procedures.
Maintain accurate records of all guest transactions, including deposits, balances, and room charges.
Maintain updated guest profiles and ensure accurate data entry into the property management system.
Liaise with other departments (e.g., housekeeping, maintenance, food and beverage) to ensure guest needs are met.
Communicate important guest information (e.g., special requests, VIP guests) to relevant departments and staff.
Assist colleagues during high-demand periods or special events.
It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.
Integrity, Accountability, Inclusive, Caring, Fun
Learning & development programmes, Career development, Employee rate in all Wyndham hotels globally, Training program – All employee levels
