Receptionist

Receptionist

• Job Type Full Time
• Qualification BA/BSc/HND , OND , Secondary School (SSCE)
• Experience
• Location Lagos
• City Epe
• Job Field Customer Care, Success and Service
• Salary Range ₦50,000 - ₦100,000/month

Department: Front Office

Reports to: Front Office Supervisor / Hotel Manager

Gender: Female

Main Role

• The Hotel Receptionist is responsible for welcoming guests, managing check-ins and check-outs, handling reservations and enquiries, providing accurate information, and ensuring that guests receive professional and courteous service throughout their stay.

Key Duties and Responsibilities

Guest Reception and Welcome

• Welcome guests warmly and professionally upon arrival.
• Attend to walk-in guests and provide information about room types, rates, and available facilities.
• Maintain a polite, friendly, and professional attitude at all times.
• Ensure guests are attended to promptly.

Check-in and Check-out:

• Register guests and complete the required documentation.
• Verify guest identification and reservation details in line with hotel policy.
• Assign rooms according to approved room availability and allocation procedures.
• Explain hotel policies, facilities, and services to guests.
• Prepare guest bills and process check-outs accurately.
• Ensure room keys are properly issued, controlled, and returned.

Reservations and Room Management:

• Receive and manage room reservations through approved channels.
• Confirm room availability before accepting bookings.
• Update reservation records and communicate booking changes to relevant departments.
• Coordinate with Housekeeping to confirm room readiness.
• Avoid double bookings and unauthorised room-rate changes.

Telephone and Communication:

• Answer telephone calls promptly and courteously.
• Handle guest enquiries and transfer calls to the appropriate departments.
• Take accurate messages and ensure they reach the intended recipients.
• Respond professionally to emails, online enquiries, and booking requests.

Guest Relations and Complaints:

• Attend to guest requests, complaints, and enquiries.
• Resolve minor complaints within the limits of delegated authority.
• Refer serious complaints to the Front Office Supervisor or Hotel Manager.
• Follow up on guest requests to ensure satisfactory resolution.
• Protect guest privacy and maintain confidentiality.

Billing and Payment:

• Prepare accurate guest invoices and bills.
• Receive and document payments only in accordance with hotel procedures and authorised payment methods.
• Issue receipts for all payments received.
• Ensure all charges are correctly posted to guest accounts.
• Report billing discrepancies and payment issues immediately.
• Ensure cash and payment records are properly reconciled at handover.

Coordination with Other Departments:

• Liaise with Housekeeping to ensure rooms are clean and ready for occupancy.
• Inform Maintenance of room defects and facility faults.
• Coordinate with Restaurant, Bar, and Room Service regarding guest requests and approved charges.
• Communicate VIP arrivals, special requests, and guest departures to the appropriate departments.

Record Keeping and Reporting:

• Maintain accurate guest registration and reservation records.
• Update room occupancy and availability records.
• Prepare shift handover notes and relevant Front Office reports.
• Record guest complaints, incidents, and outstanding requests.
• Maintain proper documentation of payments, receipts, and room transactions.

Professional Appearance and Conduct:

• Maintain a neat appearance and comply with the hotel's dress code.

• Be punctual, honest, courteous, and attentive.

• Avoid arguments with guests and colleagues.

• Refrain from using the reception desk for personal activities during working hours.

Comply with hotel rules, policies, and standard operating procedures.

Safety and Security:

• Protect guest information and room details.
• Follow procedures for issuing replacement keys and verifying guest identity.
• Report suspicious activities, security concerns, and emergencies promptly.
• Ensure reception records, keys, and payment documents are properly secured.

Required Qualifications and Skills

• Minimum of SSCE; OND or HND in Hospitality Management, Tourism, or a related field is an advantage.
• Previous experience in hotel reception or customer service is desirable.
• Good communication and interpersonal skills.
• Basic computer knowledge and familiarity with hotel management software.
• Good numerical, organisational, and record-keeping skills.
• Professional telephone etiquette and problem-solving ability.
• Honesty, patience, neatness, and attention to detail.

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