JOB SUMMARY

The Receptionist is responsible for all aspects of the front desk functions on a daily basis, in accordance with company standards. Implements and maintains outstanding services to respective staff, customers, and tenants.

JOB DESCRIPTION

Front Desk Operations:

• Ensure to comply by company rule and policy including maintains daily appropriate standards of conduct, dress code, hygiene, uniforms, and appearance per department SOP without fail.
• Ensure to follow by daily front desk checklist (morning, afternoon, night, and general), daily assigned shift, monthly roster, Day-off, break time, and Lunch time properly.
• Manage and confirm customer bookings and reservations.
• Provide basic and accurate information on hotel rates and services.
• Compute all customers/tenants’ billings, accurately post charges to customers/tenants’ rooms and house accounts.
• Payment process and verify customers/tenant’s payment method.
• Issue room keys and direct customers to their rooms.
• Ensure the reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms, and brochures).
• Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges).
• Control front office supplies and keep inventory of stock.
• Update schedule meetings or events.
• Assisting with a variety of administrative tasks including copying, faxing, taking notes, and making travel plans.
• Answering phones in a professional manner, and routing calls as necessary.
• Keep updated records of office expenses and costs.
• Ensure to report to department head or relevant department immediately and on time in case of finding any lost or broken items in room or public area either from client or employee.
• Comply with office 365 suite accurately including email, one drive, SharePoint, and make sure there is a correct file/folder/report in the system following company’s guidelines.

Guest Service Excellence and Guest Relations:

• Provide excellent customer service to all guests, addressing inquiries, requests, and complaints promptly and professionally.
• Ensuring a warm and welcoming atmosphere for guests arriving at the front desk, creating a positive first impression.
• Handle guest check-ins and check-outs efficiently, following the established procedures.
• Create a positive company image in every interaction with internal and external tenants.
• Address and resolve guest issues or complaints promptly and professionally, ensuring guest satisfactions.
• Respond to all customers/tenants’ questions and requests.
• Ensure to follow up and follow through with guest requests until it’s completed.
• Handle escalated situations diplomatically, providing appropriate solutions to enhance guest experience.
• Maintain guest profiles and preferences to personalize service and anticipate guest needs.

Safety and Security:

• Monitor the lobby and public areas, stay alert of the safety and security of guests and staff.
• Maintain guest confidentiality at all levels.

Others:

• Adhere to company brand standards.
• Perform other duties as assigned by Superior/Management.

JOB REQUIREMENT 

Knowledge:

• Education: Bachelor’s degree in Hotel and Tourism Management or related field.
• Experience: Minimum 1 year in hospitality in particular with luxury service apartments or hotels.
• Knowledge: Knowledge of regional and national real estate law and guidelines for rental property is a plus.

Skills & Abilities:

• Language: Good command of Khmer, English, other language is a plus.
• Computer literacy: Proficiency in Microsoft office and Email.
• Other: Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving skills and the ability to adapt to changing priorities.
• Reliable, capable of multi-task, work well in team, and work under pressure.
• Strong interpersonal skills to support relationships with a broad range of stakeholders.