• Welcomes guests upon arrival and provides a warm, positive first impression
• Performs guest registration, check-in, and check-out procedures efficiently
• Assigns rooms based on availability, guest preference, and hotel protocol
• Issues room keys or access cards and explains hotel guidelines when needed
• Manages and updates reservations accurately in the Property Management System (PMS)
• Handles walk-in inquiries, phone calls, and email communications promptly
• Responds to guest requests and inquiries in a courteous and helpful manner
• Addresses guest concerns or complaints and escalates when necessary
• Coordinates with housekeeping for room status, cleaning schedules, and readiness
• Endorses maintenance or repair needs to the engineering team
• Communicates with security for guest safety, access, and incident handling
• Posts and verifies room charges, service requests, taxes, and other fees in the PMS
• Processes guest billing accurately and presents statements clearly
• Accepts payments through cash, card, online transfer, or approved hotel channels
• Issues official receipts and provides booking confirmation when required
• Balances transactions at the end of each shift with high integrity and accuracy
• Maintains organized guest files, records, and shift endorsement logs
• Assists with concierge duties (transportation, luggage, tours, recommendations)
• Supports VIP and special-needs guest handling based on hotel standard procedures
• Conducts room upselling and promotes hotel facilities to increase revenue
• Ensures confidentiality and protection of guest information
• Maintains a clean, presentable, and organized front desk and lobby area
• Performs proper handover and shift endorsement to ensure seamless transitions
• Adheres to hotel policies, procedures, grooming, and service standards
• Stays composed and efficient during peak hours or high occupancy periods

Daily Operational Duties

• Prepares arrival and departure lists and reports
• Checks room availability and occupancy status in the PMS
• Monitors and manages deposits and reservations from third-party platforms
• Records feedback, incidents, complaints, and guest logs properly
• Assists in managing guest flow during busy hours
• Handles cash float responsibly and completes end-of-day balancing
• Endorses requests from travel agents, online platforms, or direct bookings

Competency Requirements

• Strong communication skills (English and Filipino)
• Excellent customer service and interpersonal skills
• Knowledge of hotel PMS and reservation systems
• Attentive to detail, especially in billing and documentation
• Ability to multitask and work under pressure
• Active listener with problem-solving skills and a guest-centric mindset
• Maintains professionalism and teamwork at all times