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 responsible 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 (Nashik)
🏢 Hotel serene stay
📍 Nashik