Description
Guest Check-In & Check-Out: Verify guest identification, issue room keys or digital access, handle security deposits, review billing folios, and process final payments or refunds. Reservation Management: Handle incoming room bookings, walk-ins, cancellations, date modifications, and special guest requests using Property Management Systems (PMS) like Opera or Mews. Room Allocation: Assign rooms based on guest preferences, status, and availability while tracking real-time room inventory. Inter-Departmental Coordination: Communicate room status updates (clean, dirty, inspected, or out-of-order) directly with housekeeping and maintenance teams. Guest Relations & Concierge Services: Answer phone calls, respond to emails, provide local directions, recommend area attractions, and handle complaints or special requests with patience and clarity. Billing & Cashiering: Process credit card transactions, post incidental charges, balance shift cash drawers, and assist with night audit preparation. Security & Protocol Enforcement: Monitor lobby and entry areas, safeguard private guest and payment data, issue replacement keys strictly upon verification, and follow emergency procedures Technical Proficiency: Hands-on experience with hotel OPERA software, multi-line phone systems, and basic office applications. Communication & Interpersonal Skills: Clear, polite, and empathetic verbal and written communication. Problem-Solving & Calmness: Ability to de-escalate angry guests and handle high-pressure peak check-in or checkout rushes. Organization & Multitasking: Juggling walk-in inquiries, phone calls, administrative logs, and desk tasks simultaneously