Welcome guests warmly and professionally, ensuring a luxury arrival and departure experience
Perform check-in and check-out procedures accurately and efficiently
Handle guest inquiries, requests, and complaints promptly, ensuring high guest satisfaction
Maintain up-to-date knowledge of hotel services, facilities, promotions, and local attractions
Coordinate closely with Housekeeping, Concierge, Reservations, and other departments to meet guest needs
Manage room allocations, upgrades, and special requests in accordance with hotel policies
Process payments, billing, and cash handling in line with financial procedures
Maintain accurate guest records and profiles in the Property Management System (PMS)
Ensure compliance with brand standards, SOPs, and health & safety regulations
Upsell hotel services and amenities where appropriate
Handle telephone calls, emails, and internal communication professionally
Support VIP arrivals, repeat guests, and special occasions with personalized service