Front Desk Agent - Receptionist

To provide a warm, professional, and efficient welcome to all guests while ensuring a smooth and personalized check-in and check-out experience. The Front Desk Agent/ Receptionist is responsible for handling guest requests, maintaining accurate guest records, processing payments, and ensuring that all Front Office procedures and hotel standards are consistently followed. Welcome and acknowledge guests in a warm, friendly, and professional manner. Provide guests with information regarding hotel facilities, services, operating hours, and local attractions. Handle guest requests, inquiries, and concerns promptly and professionally. Follow up on guest requests to ensure satisfaction. Maintain a high level of guest engagement throughout the stay. Handle complaints professionally and escalate matters to the appropriate supervisor or manager when required. Process room assignments, registration, check-in, check-out, and room changes in accordance with hotel procedures. Ensure all guest information is accurately entered and maintained in the Property Management System. Verify guest identification and registration details in accordance with hotel policies and applicable regulations. Process cash and credit card transactions accurately and maintain proper documentation. Ensure accurate posting of charges and payments to guest accounts. Monitor guest accounts and report discrepancies to the relevant supervisor. Maintain accurate records of room status, guest movements, and Front Office transactions. Coordinate with Housekeeping, Reservations, Engineering, and other departments to ensure smooth hotel operations. Follow all Front Office cash-handling and security procedures. Identify opportunities to enhance the guest experience and support guest loyalty. Apply Heartist values and contribute to creating memorable guest experiences. Complete all required Front Office reports, checklists, and documentation accurately. Maintain confidentiality of guest information and hotel business. Report maintenance issues, safety concerns, and operational irregularities immediately. Participate in departmental meetings, briefings, and training sessions. Follows Hotel s telephone etiquette standards. Enrollment of new loyalty members and updates certificate maintenance when applicable. Drives Rate and RevPAR through up-selling room brand. Follow departmental policies and procedures. Follow all safety and sanitation policies. Other duties as assigned.

Desired Candidate Profile

High school diploma or equivalent; a diploma or degree in Hospitality, Tourism, or a related field is an advantage. Previous experience in a hotel Front Desk/Receptionist role is preferred. Exceptional attention to detail with strong organizational and time management skills. Demonstrated ability to multitask and prioritize effectively in a fast-paced environment. Strong interpersonal skills with a friendly, empathetic, and collaborative approach Ability to remain calm, composed, and professional when handling multiple requests simultaneously. Reliable cash handling experience and accuracy with financial transactions. Professional appearance and presentation standards. Good command of English; additional languages are an advantage. Strong interpersonal and communication skills. Ability to work flexible shifts, including weekends and public holidays. Presentable, professional, and guest-oriented personality.