To provide every guest with a warm welcome, qualified 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:

- Flexible schedule

Work Location: In person

📌 Hotel Receptionist (India)
🏢 Hotel serene stay
📍 India