REPORTS TO: Front Office Manager
DEPARTMENT: Front Office and Guest Relations
JOB DESCRIPTION-RECEPTIONIST
JOB PROFILE
The Front Office Receptionist at Divine Resort plays a crucial role in ensuring exceptional guest experiences by providing professional and courteous communication, efficient front desk operations, and seamless coordination of guest services. This position requires strong interpersonal skills, attention to detail, and the ability to thrive in a fast-paced environment. The Receptionist serves as the initial point of contact for guests and is responsible for maintaining the resort’s standards of hospitality and professionalism.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Respond promptly and courteously to guest inquiries via various communication channels, including phone calls, emails, WhatsApp and in-person interactions.
- Provide accurate information regarding room availability, rates, resort amenities, and local attractions to assist guests in making informed decisions.
- Manage check-in and check-out procedures efficiently, ensuring a smooth and seamless process for guests.
- Handle reservations, cancellations, and modifications accurately, updating the reservation system accordingly.
- Maintain a tidy and organized front desk area, including the display of promotional materials and resort information.
- Stay informed about resort facilities, services, and upcoming events or promotions to effectively address guest inquiries and requests.
- Assist guests with recommendations for dining options, recreational activities, and sightseeing attractions in the local area.
- Adhere to all resort policies and procedures, including check-in/check-out protocols, payment processing, and security measures.
- Ensure compliance with privacy regulations by safeguarding guest information and maintaining confidentiality at all times.
- Actively promote resort amenities, upgrades, and special offers to enhance the guest experience and maximize revenue opportunities.
- Identify opportunities for upselling room upgrades, dining packages, and additional services to meet guest preferences and exceed expectations.
- Handle guest inquiries, requests, and complaints promptly and professionally, striving to resolve issues to the guest’s satisfaction.
- Coordinate with other departments to fulfill guest requests and ensure seamless delivery of services during their stay.
- Answer incoming calls promptly and courteously, using proper telephone etiquette and greeting callers with a welcoming tone.
- Direct calls to the appropriate departments or personnel, taking messages as needed and following up in a timely manner.
- Communicate effectively with other resort departments to coordinate guest services, special requests, and event arrangements.
- Work collaboratively with colleagues to maintain a positive and productive work environment, contributing to the overall success of the resort team.
- Demonstrate flexibility and adaptability to accommodate changing guest needs, scheduling demands, and operational priorities.
- Assist with additional tasks or projects as assigned by management, supporting the overall success of resort operations.
EDUCATION, EXPERIENCE & OTHER SKILLS
• Previous experience in a customer service or hospitality role of over three years preferred.
• Excellent communication skills, both verbal and written, with proficiency in English and other languages as applicable.
• Strong interpersonal skills and a friendly, welcoming demeanor to create positive guest interactions.
• Proficiency in computer applications, including reservation software, Microsoft Office, and email correspondence.
• Ability to multitask, prioritize tasks, and remain calm under pressure in a fast-paced environment.
• Knowledge of local attractions, dining options, and recreational activities to assist guests with recommendations and reservations.
• High school diploma or equivalent required; additional training or certification in hospitality management is a plus.