Front Desk Receptionist

• 1. Guest Check-In and Check-OutWelcome guests professionally and courteously.
• Verify guest identity and complete registration as per hotel procedures and applicable regulations.
• Confirm room category, tariff, booking details, and length of stay.
• Coordinate with housekeeping to ensure rooms are clean and ready before check-in.
• Issue room keys and explain breakfast timings, Wi-Fi, hotel facilities, and other relevant services.
• Process check-outs, prepare bills, collect payments, and return deposits where applicable.
• Ensure all guest bills are settled before departure.
• 2. Reservation ManagementHandle reservations through phone calls, walk-ins, email, and online travel agencies (OTAs).
• Enter bookings accurately into the hotel management system.
• Confirm room availability, rates, taxes, and booking conditions.
• Manage cancellations, modifications, extensions, and early check-ins or late check-outs.
• Avoid overbooking and immediately inform the manager of any room availability issues.
• Maintain accurate guest records and special requests.
• 3. Guest Service and Complaint HandlingAnswer guest questions about hotel facilities, services, and local attractions.
• Handle complaints politely and resolve routine issues promptly.
• Inform the manager about serious complaints, safety concerns, or requests requiring approval.
• Coordinate with housekeeping, maintenance, restaurant, security, and room service.
• Follow up with guests to ensure their issues have been resolved.
• Maintain professional behaviour, courtesy, and confidentiality at all times.
• 4. Billing and Cash ManagementPrepare accurate guest invoices, including room charges, food, beverages, and additional services.
• Accept authorised payment methods and issue receipts.
• Maintain records of cash, card payments, UPI transactions, and credit arrangements.
• Verify outstanding balances and approved discounts.
• Complete shift-wise cash reconciliation and report discrepancies immediately.
• Ensure all transactions are recorded in the hotel management system.

5. Coordination With Other DepartmentsDepartmentFront desk responsibilityHousekeepingRoom readiness, cleaning requests, linen issues and room statusRestaurantBreakfast inclusions, room service, food charges and guest requestsMaintenanceAC, plumbing, electrical and other room complaintsSecurityGuest safety, incidents, visitor control and emergenciesAccountsBills, payment reconciliation, credit approvals and outstanding duesManagementVIP arrivals, complaints, special approvals and daily reports

• 6. Telephone and CommunicationAnswer incoming calls promptly and professionally.
• Transfer calls to the correct department or guest room.
• Record messages accurately and deliver them to the intended recipient.
• Respond to booking enquiries and follow up with prospective guests.
• Maintain proper handover notes for the next shift.
• Never disclose guest room numbers or confidential guest information to unauthorised persons.

7. Daily Reports and RecordsThe front desk must maintain and update:

• Daily arrival and departure lists.
• Occupancy and room availability reports.
• Guest registration records.
• Cash, card and UPI transaction reports.
• Outstanding payments and pending bills.
• Room status and maintenance issue logs.
• Guest complaints and resolution records.
• Shift handover register.
• Lost-and-found register.
• No-show, cancellation and reservation modification records.
• 8. Grooming, Discipline and Professional ConductReport for duty on time in a clean, well-ironed uniform.
• Maintain personal hygiene and a professional appearance.
• Keep the reception counter clean, organised, and free from personal belongings.
• Never use a personal mobile phone for non-work purposes while attending to guests.
• Never argue with guests or behave rudely.
• Do not leave the front desk unattended without an authorised handover.
• Never share hotel passwords, guest information, or payment details.
• Follow management instructions and hotel policies.
• 9. Night Shift ResponsibilitiesVerify the day's transactions and complete the night audit according to hotel procedures.
• Reconcile room revenue and payment records.
• Review the next day's arrivals, departures, and VIP bookings.
• Check pending guest requests and unresolved complaints.
• Ensure all room charges and restaurant bills are posted correctly.
• Prepare the daily occupancy, revenue, and cash reports.
• Coordinate with security for any overnight incidents.

10. Performance Standards for Front Desk StaffPerformance areaExpected standardGuest greetingImmediate, courteous acknowledgementTelephone callsAnswer promptly, ideally within 3 ringsCheck-inComplete efficiently, ideally within 5–10 minutes when documentation is readyBillingAccurate, with no unauthorised discountsComplaintsAcknowledge immediately and follow through until resolvedRoom allocationCorrect room assignment and verified readinessCash handlingFull reconciliation with no unexplained discrepanciesShift handoverComplete written handover with no pending matter overlooked