- We are seeking a professional, courteous, and customer-focused Receptionist to join our serviced apartment team.
- The Receptionist will serve as the primary point of contact for guests and will be responsible for providing a warm and professional guest experience while supporting the smooth day-to-day operation of the apartment.
- The ideal candidate should demonstrate excellent customer service, communication skills, discretion, integrity, and professionalism at all times.
Key Responsibilities
Guest Reception & Customer Service:
- Welcome and attend to guests in a friendly and professional manner.
- Assist guests with enquiries regarding rooms, facilities, services, and apartment policies.
- Provide relevant information about the local area when required.
- Respond promptly and professionally to guest requests, concerns, and complaints.
- Escalate serious complaints or operational issues to management.
- Maintain appropriate professional boundaries when interacting with guests.
Reservations & Enquiries:
- Receive and respond to booking enquiries via telephone, WhatsApp, email, and other approved booking channels.
- Provide accurate information regarding room availability, rates, facilities, and services.
- Accurately record new reservations in the designated booking system or register.
- Confirm bookings and payments in line with company procedures.
- Monitor expected arrivals, departures, extensions, and cancellations.
- Immediately communicate booking conflicts or unusual requests to management.
- Conduct guest check-ins and check-outs according to established procedures.
- Verify required guest identification and registration information.
- Confirm payments, deposits, and outstanding balances where applicable.
- Issue and receive room keys/access cards appropriately.
- Coordinate with housekeeping to confirm room readiness before guest arrival.
- Ensure guest records are accurately updated following check-in and check-out.
Payments & Record Keeping:
- Receive and properly record authorised guest payments.
- Issue receipts or payment confirmations according to company procedures.
- Maintain accurate records of payments, deposits, and outstanding balances.
- Ensure cash and payment records are properly reconciled and handed over.
- Immediately report payment discrepancies or suspicious transactions to management.
Communication & Coordination:
- Communicate guest requests promptly to housekeeping, maintenance, security, and management.
- Follow up to ensure guest issues are properly resolved.
- Maintain clear communication during shift handovers.
- Record unresolved matters for the incoming receptionist or management.
- Immediately notify management of emergencies, security concerns, or serious guest incidents.
Front Desk Administration:
- Maintain accurate guest, reservation, and visitor records.
- Answer telephone calls and respond to official messages professionally.
- Keep the reception area clean, organised, and presentable.
- Prepare basic daily occupancy, arrival/departure, and payment reports when required.
- Maintain strict confidentiality of guest and company information.
- Perform other reasonable front-office administrative duties assigned by management.
- Possess a Bachelor's Degree with previous experience as a Receptionist, Front Desk Officer, Guest Relations Officer, or in a similar hospitality role.
- Excellent customer service and interpersonal skills.
- Strong verbal and written communication skills.
- Professional appearance, attitude, and manner.
- Good computer skills and ability to use basic office and booking systems.
- Comfortable handling WhatsApp, telephone, email, and other communication channels.
- Strong attention to detail and record-keeping ability.
- Honest, discreet, reliable, and trustworthy.
- Ability to remain calm and professional when handling difficult guests or complaints.
- Candidates with serviced apartment, hotel, or hospitality experience will be highly considered.