Purpose of the Role

To ensure all reservations are properly made and confirmed, receive and attend to guests professionally, compute guest bills accurately, and maintain proper operational records in line with guest house standards.

Front Desk & Guest Relations

• Receive visitors and guests professionally and courteously.
• Welcome and greet guests upon arrival.
• Answer and direct incoming calls appropriately.
• Inform guests about room rates, services, and available amenities.
• Professionally interact with customers.

Reservations & Room Allocation

• Make and confirm reservations.
• Ensure proper room allocation in line with bookings.
• Register and check guests in.
• Confirm relevant guest information (name, address, payment details, etc.).
• Verify guest payment methods, including credit card authorization where applicable.
• Issue room keys and direct guests accordingly.

Billing & Financial Transactions

• Compute guest bills and accurately post charges to rooms and house accounts.
• Receive cash and issue receipts/invoices.
• Review accounts with guests during checkout.
• Process accurate payments and close guest accounts.

Guest Support & Coordination

• Receive and transmit guest messages.
• Retrieve mail, packages, and documents for guests.
• Respond promptly to guest inquiries and complaints (in person and by phone).
• Provide accurate information about local attractions and services.
• Liaise with housekeeping and maintenance to resolve issues.
• Inform housekeeping of room status and availability.

Operations & Administration

• Maintain accurate records of bookings and transactions.
• Complete incident reports, daily activity reports, and other required documentation.
• Manage conference room bookings and schedules.
• Monitor visitors’ access to the guest house.
• Enforce guest house policies and procedures.
• Maintain a neat and orderly reception/front desk area.
• Assist guests in navigating the premises.
• Carry out any other responsibilities assigned by management while maintaining professional composure.