Rosewood Hotel Group 主页

The Receptionist is the first and last point of contact for guests at a 5‑star luxury hotel. This role is responsible for delivering exceptional, personalized service in line with brand standards, ensuring a seamless guest experience from arrival to departure. The ideal candidate is polished, highly professional, guest‑focused, and able to anticipate guest needs with discretion and excellence.

Key responsabilities

Guest Experience & Service Excellence

• Welcome guests warmly and professionally, ensuring a flawless first impression
• Perform check‑in and check‑out procedures efficiently and accurately
• Anticipate guest needs and provide personalized service at all times
• Handle guest inquiries, special requests, and complaints with diplomacy and empathy
• Maintain a high standard of grooming, etiquette, and professional conduct at all times

Front Desk Operations

• Manage room reservations, cancellations, upgrades, and changes
• Ensure accurate data entry into the Property Management System (PMS)
• Process payments, authorizations, invoicing, and billing accurately
• Coordinate with Housekeeping, Concierge, Guest Relations, and other departments
• Monitor room availability, arrivals, departures, and VIP guests

Communication & Coordination

• Liaise effectively with internal departments to ensure seamless service delivery
• Communicate clearly and professionally with guests in person, by phone, and by email
• Maintain up‑to‑date guest profiles and preferences
• Assist in handling overbookings and operational challenges professionally

Standards, Safety & Compliance

• Adhere strictly to brand standards and luxury service protocols
• Ensure compliance with hotel policies, data protection, and confidentiality
• Follow cash handling procedures and audit requirements
• Support hotel security and health & safety procedures

Required Skills & Qualifications

Experience & Education

• Previous experience as a receptionist or front desk agent in a 4‑ or 5‑star hotel preferred
• Hospitality, Tourism, or Customer Service qualification is an advantage

Skills & Competencies

• Exceptional customer service and interpersonal skills
• Strong communication skills; multilingual abilities are highly desirable
• Excellent organizational and multitasking skills
• Ability to remain calm and professional under pressure
• Proficiency with Property Management Systems (Opera or similar preferred)
• Attention to detail and a strong sense of discretion and confidentiality

Personal Attributes

• Elegant, polished appearance aligned with luxury brand standards
• Proactive, positive, and service‑driven attitude
• Team player with a flexible approach to working hours, including weekends and holidays
• Strong sense of ownership and accountability

Working Conditions

• Shift‑based role, including evenings, weekends, and public holidays
• High‑interaction, guest‑facing position in a fast‑paced luxury environment