Office Receptionist

Roles and responsibilities

• Supports the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level.
• Works as part of a team that maximizes guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution.
• Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner.
• Delivers on departmental plans and objectives, where hotel initiatives & targets are achieved.
• Collaborates with their immediate report, ensuring that costs and inventory are controlled, that productivity and performance levels are attained.
• Builds and maintains effective working relationships whilst promoting the company culture and values.
• Ensures adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required.

Requirements of the Receptionist:

• Experience in front office beneficial but not essential.
• Hands-on approach with a can-do work style.
• Commitment to delivering exceptional guest service with a passion for the hospitality industry.
• Ability to find creative solutions taking ownership for duties and tasks assigned.
• Personal integrity, with the ability to work in an environment that demands excellence.
• Experience of working with IT systems on various platforms.
• Strong communication skills.

Desired candidate profile

1. Communication Skills

• Verbal Communication: Clear and professional speaking skills are vital for interacting with clients, visitors, and employees.
• Written Communication: Ability to write emails, memos, and other business correspondence in a professional and concise manner.
• Listening Skills: Paying close attention to visitors’ needs and requests to provide accurate information and service.

2. Customer Service

• Friendly Demeanor: Greeting visitors with a positive attitude and ensuring they feel welcome.
• Problem-Solving: Handling customer inquiries, complaints, or issues in a calm and effective manner.
• Conflict Resolution: Managing difficult or upset clients while maintaining professionalism.

3. Organizational Skills

• Multitasking: Receptionists often juggle answering calls, greeting visitors, and handling paperwork at the same time.
• Time Management: Prioritizing tasks efficiently to ensure smooth operations.
• Attention to Detail: Ensuring that appointments, schedules, and documents are accurate.

4. Technical Proficiency

• Phone Systems: Familiarity with multi-line phone systems, call forwarding, and voicemail.
• Office Software: Proficiency in word processing software (like Microsoft Office), email, and spreadsheet tools.
• Appointment Scheduling: Knowledge of scheduling software or calendars (e.g., Outlook, Google Calendar).
• Basic IT Skills: Troubleshooting minor issues with office equipment like printers or fax machines.

5. Interpersonal Skills

• Patience: Handling clients or visitors who may be impatient or demanding with professionalism.
• Empathy: Demonstrating understanding and consideration for others' concerns and needs.
• Team Collaboration: Ability to work well with other staff members and assist in administrative tasks.

6. Attention to Appearance and Professionalism

• Presentation: A polished, professional appearance is important as receptionists are the first point of contact for visitors.
• Positive Attitude: Maintaining a friendly and approachable attitude even in busy or stressful situations.

7. Confidentiality and Discretion

• Handling Sensitive Information: Receptionists are often privy to confidential information and must ensure it remains secure.
• Professional Boundaries: Maintaining discretion in all conversations and interactions.

8. Problem-Solving & Decision Making

• Critical Thinking: Receptionists need to quickly assess situations and provide solutions when unexpected challenges arise.
• Adaptability: Ability to adjust to new processes, technologies, or changes in the work environment.

9. Knowledge of Company and Industry

• Company Policies: A good understanding of the company’s services, products, and policies is necessary to answer questions and provide accurate information.
• Industry-Specific Knowledge: Familiarity with industry-specific terminology and practices can help improve efficiency and professionalism.