Reception

Receptionist

Location: Mad Monkey Kuta Lombok
Department: Front Office
Reports To: Front Office Supervisor / Operations Manager

Position Summary

The Receptionist serves as the first point of contact for guests and plays a vital role in delivering exceptional customer service throughout the guest journey. The Receptionist is responsible for managing reservations, check-ins, check-outs, guest inquiries, and administrative tasks while creating a welcoming and engaging atmosphere that reflects the Mad Monkey brand. The role requires excellent communication, problem-solving skills, and the ability to work efficiently in a fast-paced hostel environment.

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Key Responsibilities

Guest Service

• Welcome guests warmly and professionally upon arrival.
• Deliver an outstanding guest experience from check-in to check-out.
• Provide accurate information about hostel facilities, services, local attractions, transportation, and activities.
• Handle guest requests, feedback, and complaints promptly and professionally.
• Build positive relationships with guests while maintaining professional boundaries.
• Promote a fun, safe, and inclusive hostel environment.

Front Office Operations

• Process guest check-ins and check-outs accurately and efficiently.
• Manage reservations, cancellations, modifications, and room assignments using the Property Management System (PMS).
• Verify guest identification and ensure all registration information is complete.
• Monitor room availability and coordinate with Housekeeping to ensure rooms are ready for arrival.
• Maintain accurate guest records and reservation details.
• Answer telephone calls, emails, and online inquiries in a timely manner.

Reservations & Sales

• Assist guests with booking accommodation and hostel activities.
• Promote room upgrades, tours, transportation services, food and beverage promotions, and hostel events.
• Maximize occupancy by following reservation procedures and availability guidelines.
• Maintain knowledge of pricing, promotions, and special packages.

Cash Handling

• Process guest payments accurately using cash, credit cards, and other payment methods.
• Balance cash drawers and complete end-of-shift reconciliation.
• Issue invoices and receipts correctly.
• Report payment discrepancies immediately.

Administrative Duties

• Maintain organized front desk records and documentation.
• Prepare daily reports and shift handover notes.
• Update guest information and operational logs accurately.
• Ensure confidentiality of guest information in accordance with company policies.

Communication & Coordination

• Coordinate effectively with Housekeeping regarding room status and maintenance issues.
• Communicate guest requests to relevant departments.
• Escalate operational issues or guest concerns to supervisors when necessary.
• Support smooth daily operations through effective teamwork and communication.

Hostel Activities & Guest Engagement

• Promote daily events, tours, and social activities organized by Mad Monkey.
• Encourage guest participation in hostel events while maintaining a welcoming atmosphere.
• Provide recommendations for local restaurants, beaches, nightlife, and tourist attractions.
• Support event registration and guest coordination when required.