Duties and Responsibilities:

Reception Duties:

• Greet and welcome guests with a professional and warm demeanor.
• Handle guest check-in/check-out processes using Ezee or a similar PMS.
• Respond to all guest inquiries via phone, WhatsApp, and email (reservation mailbox).
• Maintain reception area presentation and guest comfort.
• Handle complaints promptly and escalate complex cases as needed.
• Coordinate with Housekeeping, Security, and Maintenance teams to ensure guest service quality
• Process guest payments, verify transactions, and record revenue correctly

Guest Happiness Duties:

• Monitor and improve guest satisfaction across all touchpoints
• Follow up with guests during and after their stay
• Build strong relationships with repeat and long-stay guests
• Manage and respond to reviews on platforms such as Booking.com, Airbnb, Google, and social media
• Track ratings and identify recurring service issues
• Track and manage all guest complaints
• Ensure proper follow-up after resolution
• Maintain complaint logs and service records
• Conduct surveys and collect guest feedback
• OMNIFY Platform Management and ·Serve as primary administrator and coordinator of the OMNIFY platform.

Qualifications and Skills

• Minimum Graduation or a degree in Hospitality, Hotel Management, or a related field is preferred
• Fluent in English, additional languages (Russian, Arabic) are a plus.
• Strong knowledge of front office operations and hotel procedures.
• Proficient in using hotel property management systems (PMS) and Microsoft Office Suite.
• Ability to handle stressful situations with professionalism and poise.

Experience

• A minimum of 2-4 years of experience in a front office or similar role in the hospitality industry.

Key Competencies

• Customer-focused mindset
• Attention to detail
• Professional communication
• Analytical and reporting skills
• Team coordination and collaboration

Working Conditions & Compensation

• Competitive salary package with additional sales commission and performance bonuses
• May occasionally require weekend or holiday shifts based on operational needs.

Job Types: Full-time, Permanent