To provide every guest with a warm welcome, professional service, smooth check-in and check-out, and ensure an exceptional guest experience while maintaining Hotel Serene Stay’s luxury hospitality standards.
A. Guest Reception
● Welcome every guest with a smile.
● Greet guests professionally.
● Offer assistance with luggage if required.
● Maintain a positive and friendly attitude at all times.
B. Reservations
● Handle walk-in, phone, WhatsApp, website, Treebo, OTA, and direct bookings.
● Update room availability.
● Confirm reservations accurately.
● Prevent overbooking.
C. Check-In Process
● Verify guest identity.
● Collect ID proof as per government regulations.
● Complete registration.
● Explain hotel policies.
● Issue room keys/cards.
D. Check-Out Process
● Prepare final bills.
● Collect payments.
● Return deposits (if applicable).
● Ask for guest feedback.
● Thank guests and invite them to visit again.
E. Telephone Handling
● Answer calls within three rings.
● Speak politely and professionally.
● Transfer calls correctly.
● Record messages accurately.
F. Billing & Payments
● Prepare GST invoices.
● Accept Cash, UPI, Card, NEFT and Bank Transfer.
● Balance cash at shift end.
● Report any billing discrepancies immediately.
G. Guest Complaints
● Listen carefully.
● Apologize politely.
● Resolve issues quickly.
● Escalate serious complaints to management.
H. Room Allocation
● Assign rooms according to booking.
● Coordinate with housekeeping before allotting rooms.
● Upgrade guests when approved.
I. Coordination
● Communicate with housekeeping.
● Coordinate with maintenance.
● Inform security when required.
● Support banquet operations when needed.
J. Records & Documentation
● Maintain guest records.
● Update daily arrival/departure reports.
● Prepare occupancy reports.
● Maintain visitor registers.
K. Cash Handling
● Maintain accurate cash records.
● Deposit collections as instructed.
● Never use hotel cash for personal purposes.
L. Customer Service Standards
● Always be courteous.
● Maintain eye contact.
● Respond promptly.
● Never argue with guests.
M. Grooming Standards
● Wear clean uniform.
● Maintain personal hygiene.
● Wear name badge.
● Follow hotel grooming policy.
N. Night Audit Support
● Assist with night closing.
● Verify reports.
● Ensure all postings are complete.
O. Online Booking Management
● Manage OTA portals.
● Monitor booking status.
● Respond to online queries promptly.
P. Sales Responsibilities
● Promote room upgrades.
● Inform guests about banquet facilities.
● Encourage repeat bookings.
● Explain hotel offers.
Q. Quality Standards
● Follow Serene Stay SOPs.
● Ensure guest satisfaction.
● Maintain service excellence.
R. Safety & Security
● Follow fire safety procedures.
● Report suspicious activity.
● Protect guest information.
S. Confidentiality
● Keep guest data confidential.
● Never share guest information without authorization.
T. Time Management
● Report on time.
● Complete shift handover.
● Avoid unnecessary delays.
U. Upselling
● Offer premium rooms.
● Promote banquet bookings.
● Recommend hotel services.
V. Verification
● Verify IDs.
● Verify payments.
● Verify booking details before room allocation.
W. Workplace Behaviour
● Respect guests.
● Respect colleagues.
● Maintain discipline.
● Avoid mobile phone use during duty except for hotel work.
X. Excellence
● Deliver service beyond guest expectations.
● Maintain a luxury hospitality attitude.
Y. Yield Awareness
● Understand occupancy.
● Support revenue management.
● Maximize room sales.
Z. Zero Tolerance Policy
● No misbehavior with guests.
● No unauthorized discounts.
● No misuse of hotel property.
● No sharing of confidential information.
● No absenteeism without approval.
● No cash manipulation.
● No intoxication during duty.
● No discrimination or harassment.
Daily Duties Checklist
● Open reception before shift.
● Check room availability.
● Review arrivals and departures.
● Verify housekeeping status.
● Attend guest calls.
● Process bookings.
● Complete check-ins/check-outs.
● Maintain reception cleanliness.
● Update shift reports.
● Balance cash.
● Handover to next shift.
Required Skills
● Excellent communication
● English, Hindi & Marathi speaking
● Computer knowledge (PMS, MS Office)
● Billing software knowledge
● Customer service skills
● Professional appearance
● Problem-solving ability
● Teamwork
● Multitasking
● Positive attitude
Qualification
● Minimum HSC/Graduate preferred.
● Experience in hotel front office preferred.
● Freshers with good communication may apply.
Working Hours
● 12-hour shift (Day/Night)
● Weekly off as per hotel policy.
Salary
As per experience and company policy.
Hotel Serene Stay Rooms & Banquet expects every receptionist to represent the hotel with professionalism, honesty, courtesy, and a commitment to providing every guest with a memorable stay.
Pay: Up to ₹20,000.00 per month
Benefits:
Work Location: In person
