Receptionist

INTRODUCTION_____________________________________________________

Welcome to the exclusive Maslina Resort family! 

As a member of our elite team, you are not just an individual but an integral part of a collective effort. 

Our core values – mindful luxury, authenticity, and the importance of people - define the essence of Maslina Resort. Rooted in the belief in creating organic and unique experiences, Maslina aims to leave a legacy for generations to come. 

Each team member takes ownership of our core values, emphasizing team spirit, respect towards guests, people, local culture, and the environment, personalized service, and humbleness. 

Welcome aboard, and let our core values lead you and guide your journey at our hotel.

JOB PURPOSE_________________________________________________________

The receptionist provides an exceptional resort experience to all our guests by displaying strong customer service skills while representing Maslina’s values. 

The receptionist is often the first and the last person our guests see. Therefore, their appearance, manners, knowledge, and helpfulness must always reflect positively on the hotel.

MAIN RESPONSIBILITIES_______________________________

• Provide the highest level of service through the following duties:

• Warmly and genuinely welcome guests and visitors upon arrival and create a positive and mindful first impression,

• Conduct check-in and check-out procedures for guests,

• Process guest payments,

• Room assignment and room changes,

• Provide information regarding all services and facilities,

• Keep records of all special guest requests,

• Monitor and handle the demands of all guests,

• Manage communication with guests and ensure their satisfaction at check-out,

• Administer all guest complaints and resolve any issues in an appropriate manner and within an appropriate time frame,

• Communicate with all other departments of the Resort in the performance of its duties,

• Meet the general and individual requirements of guests,

• Coordinate and assist with the provision of other hotel services, and for this purpose, communicate with other departments,

• Assist guests in reserving Spa treatments, restaurant bookings, taxis, transportation arrangements, and more through respective departments,  

• Maintain the cleanliness, tidiness, and sanitation of the reception and lobby,

• Answer and direct telephone calls politely and professionally following an established procedure,

• Keep a detailed and accurate record of guest requests and received calls,

• Receive deliveries; sort and distribute incoming mail,

• Perform an inventory of stock and restore stocks in the reception department,

• Take care of the Gallery shop selling and inventory,

• Perform other administrative jobs,

• Assist with other tasks depending on hotel needs

SPECIFICATIONS_____________________________________

• Exceptional interpersonal skills

• Motivated and proactive individual

• Excellent communication skills

• Good time management and organizational skills

• Problem-solving skills and focus on details

• Patience and developed listening skills

• Team worker

• Commitment to providing a high level of service

• Organizational skills in terms of meeting multiple guest requirements

• Ability to work early, late, and night shifts

• Basic computer skills and knowledge of Excel, PowerPoint, and Word

• Excellent knowledge of English in written and verbal form

• Another foreign language

JOB CHARACTERISTICS_________________________________

• Employee reports directly to the Front Desk Manager.

• The working week is 40 hours; in case of overtime hours, they will be reallocated in the next week’s days off.

• Depending on occupancy, one or two days off per week are standard. Working hours will be adjusted accordingly to comply. 

• This role can require long standing hours and lifting heavy objects. 

• This role requires a high level of independence and initiative.

• The employee will primarily work with basic hotel equipment - laptop, mobile, luggage trolley, phone, cars, buggies, and various cleaning supplies. 

• Safe practices must be exercised while on duty especially when operating company vehicles and lifting heavy items.