Your Role in the Story
As a Receptionist at LUURA, you are the first and lasting impression of our property, ensuring every guest feels welcomed, valued, and cared for from the moment they arrive. You play a central role in creating seamless and memorable guest experiences, acting as the hub between guests and our teams. Your professionalism, attentiveness, and enthusiasm help uphold the standards while delivering service that exceeds expectations.
Key Responsibilities
- Welcome guests warmly and provide a smooth, efficient check-in and check-out experience.
- Serve as the primary point of contact for guest inquiries, requests, and concerns, resolving issues promptly and professionally.
- Maintain detailed knowledge of hotel facilities, services, dining concepts, and local attractions to offer accurate recommendations and guidance across the property offerings and services.
- Accurately manage reservations, room assignments, and billing in the property management system.
- Handle special requests, VIP arrangements, and guest preferences to ensure personalized, memorable experiences.
- Coordinate with housekeeping, concierge, F&B, and other departments to meet guest needs efficiently.
- Monitor and respond to guest feedback, both in person and through surveys or online reviews, escalating issues as necessary.
- Uphold LUURA and RIKAS standards, SOPs, and company policies at all times.
- Maintain professional appearance, demeanor, and communication, reflecting the brand鈥檚 luxury positioning.
- Assist in managing guest satisfaction metrics and support service recovery initiatives.
- Anticipate guest needs proactively and provide solutions to enhance their experience.
- Support loyalty programs, VIP recognition, and special events as required.
- Notify your direct manager of any issues or concerns that arise during the shift, taking immediate action to resolve them with the guest鈥檚 experience as the top priority.