Job Description
The Receptionist is the first and last point of contact for guests at a 5‑star luxury hotel. This role is responsible for delivering exceptional, personalized service in line with brand standards, ensuring a seamless guest experience from arrival to departure. The ideal candidate is polished, highly professional, guest‑focused, and able to anticipate guest needs with discretion and excellence.
Key responsabilities
Guest Experience & Service Excellence
Welcome guests warmly and professionally, ensuring a flawless first impression
Perform check‑in and check‑out procedures efficiently and accurately
Anticipate guest needs and provide personalized service at all times
Handle guest inquiries, special requests, and complaints with diplomacy and empathy
Maintain a high standard of grooming, etiquette, and professional conduct at all times
Front Desk Operations
Manage room reservations, cancellations, upgrades, and changes
Ensure accurate data entry into the Property Management System (PMS)
Process payments, authorizations, invoicing, and billing accurately
Coordinate with Housekeeping, Concierge, Guest Relations, and other departments
Monitor room availability, arrivals, departures, and VIP guests
Communication & Coordination
Liaise effectively with internal departments to ensure seamless service delivery
Communicate clearly and professionally with guests in person, by phone, and by email
Maintain up‑to‑date guest profiles and preferences
Assist in handling overbookings and operational challenges professionally
Standards, Safety & Compliance
Adhere strictly to brand standards and luxury service protocols
Ensure compliance with hotel policies, data protection, and confidentiality
Follow cash handling procedures and audit requirements
Support hotel security and health & safety procedures
Required Skills & Qualifications
Experience & Education
Previous experience as a receptionist or front desk agent in a 4‑ or 5‑star hotel preferred
Hospitality, Tourism, or Customer Service qualification is an advantage
Skills & Competencies
Exceptional customer service and interpersonal skills
Strong communication skills; multilingual abilities are highly desirable
Excellent organizational and multitasking skills
Ability to remain calm and professional under pressure
Proficiency with Property Management Systems (Opera or similar preferred)
Attention to detail and a strong sense of discretion and confidentiality
Personal Attributes
Elegant, polished appearance aligned with luxury brand standards
Proactive, positive, and service‑driven attitude
Team player with a flexible approach to working hours, including weekends and holidays
Strong sense of ownership and accountability
Working Conditions
Shift‑based role, including evenings, weekends, and public holidays
High‑interaction, guest‑facing position in a fast‑paced luxury environment
