Hotel Receptionist

This is a full-time on-site role located in Dar es Salaam, Tanzania for a Hotel Receptionist at The Amariah Hotel & Apartments. As a Hotel Receptionist, you will be responsible for providing excellent customer service to guests. Your day-to-day tasks will include welcoming guests, managing reservations, assisting with check-ins and check-outs, answering phone calls, and providing information about hotel facilities and services.

1. Guest Check-in and Check-out: Greet guests upon arrival, verify their reservations, and process their check-in efficiently. Similarly, handle the check-out process, ensuring accurate billing and providing any necessary assistance.
2. Reservation Management: Receive and manage reservations via phone, email, or online booking platforms. Ensure accuracy in booking details and assign rooms according to guest preferences and availability.
3. Customer Service: Provide exceptional customer service by addressing guest inquiries, requests, and complaints promptly and courteously. Offer information about hotel amenities, local attractions, and dining options.
4. Telephone and Email Communication: Answer incoming calls and respond to emails in a professional manner. Direct inquiries to the appropriate department or staff member and provide accurate information.
5. Payment Processing: Handle cash, credit card transactions, and other forms of payment accurately. Process payments, issue receipts, and maintain proper cash handling procedures.
6. Room Allocation and Maintenance: Coordinate with housekeeping to ensure that rooms are cleaned and prepared for incoming guests. Address any maintenance issues reported by guests and coordinate repairs as needed.
7. Safety and Security: Monitor the lobby area and ensure the safety and security of guests and their belongings. Follow hotel protocols in case of emergencies, such as fire alarms or medical incidents.
8. Administrative Tasks: Perform various administrative duties, including filing paperwork, updating guest records, and maintaining the front desk area clean and organized.
9. Upselling and Promotion: Promote hotel services, amenities, and special packages to guests during check-in or throughout their stay. Encourage upgrades or additional services to enhance their experience.
10. Multitasking and Time Management: Handle multiple tasks simultaneously while maintaining a calm and professional demeanor. Prioritize tasks effectively to ensure efficient operations during busy periods.
11. Team Collaboration: Work collaboratively with other hotel staff members, including housekeeping, maintenance, and management, to ensure smooth operations and guest satisfaction.
12. Follow Hotel Policies and Procedures: Adhere to hotel policies and procedures regarding guest interactions, confidentiality, and security measures. Stay updated on any changes or updates to hotel protocols.

• 3+ years of experience as a receptionist or in a customer service role
• Hotel Management certificate/diploma
• Excellent communication and interpersonal skills
• Strong organizational and multitasking abilities
• Attention to detail and problem-solving skills
• Ability to work well under pressure and handle challenging situations with poise
• Proficiency in using hotel management software and computer systems
• Fluency in English and Swahili; other languages are an added advantage
• Availability to work flexible hours, including weekends and holidays
• Knowledge of local attractions and services in Dar es Salaam
• A friendly and professional demeanor