Job Description
1. JOB IDENTIFICATION FACTORS
Job Title : Receptionist/Cashier
Reports to : Operations Manager
Division : Front Office
2. JOB SUMMARY
The Receptionist/Cashier at Woodlands Lilongwe serves as the first point of contact for guests, ensuring a welcoming and efficient experience across our diverse range of facilities, including accommodation, restaurant, bar, farmers market, campsite, and conference rooms. This role involves managing guest check-ins and check-outs, handling reservations, processing transactions, and providing exceptional customer service. The ideal candidate will possess strong organizational skills, a professional demeanor, and the ability to multitask effectively in a dynamic environment.
3. DUTIES AND RESPONSIBILITIES
- Greet guests warmly and handle check-ins and check-outs efficiently.
- Verify guest identification and reservation details.
- Provide room keys and explain hotel amenities and services.
- Handle phone and online reservations for accommodation, restaurant, conference rooms, and campsites.
- Update and manage the reservation system to ensure accuracy.
- Provide information about hotel facilities, local attractions, and transportation.
- Assist guests with special requests or concerns.
- Process payments for accommodations, dining, and other services.
- Handle billing inquiries and discrepancies.
- Communicate guest requests or issues to housekeeping, maintenance, and other relevant departments.
- Coordinate with the restaurant and bar staff for reservations and special requests.
- Maintain records of guest information and transactions.
- Prepare reports on occupancy, revenue, and guest feedback.
- Address and resolve guest complaints in a professional manner.
- Follow up to ensure guest satisfaction.
- Assist with booking and managing conference rooms and events.
- Provide support for event setup and guest requirements.
- Handle cash, credit card, and electronic transactions accurately.
- Provide receipts and process refunds or exchanges as needed.
- Maintain accurate records of transactions and report discrepancies.
- Reconcile cash drawers and ensure proper documentation.
- Assist guests with billing inquiries and provide excellent service.
- Handle customer complaints and escalate issues to management if necessary.
- Monitor and report inventory levels for the bar and restaurant.
- Assist with ordering supplies as needed.
4. REQUIREMENTS
- Excellent communication and interpersonal skills.
- Ability to handle challenging situations with professionalism and empathy.
- Familiarity with reservation and point-of-sale systems (Hotel Master).
- Basic knowledge of Microsoft Office Suite and other relevant software.
- Accuracy in handling transactions and managing records.
- Ability to manage multiple tasks simultaneously while maintaining a high level of attention to detail.
- Strong organizational skills to manage reservations, guest requests, and administrative tasks effectively.
- Ability to coordinate with various departments to ensure smooth operations.
- Ability to address and resolve issues efficiently.
- Resourcefulness in finding solutions to guest needs or concerns.
- Adherence to the hotel’s dress code and grooming standards.
- A polished and professional demeanor.
- Willingness to work various shifts, including evenings, weekends, and holidays.
- Ability to adapt to changing guest needs and operational requirements.
- At least 3 years’ experience in a similar role is required.
- Diploma in Hotel/Hospitality Management with customer service is a plus.
- Familiarity with local attractions, transportation, and services to assist guests with information and recommendations.
METHOD OF APPLICATION
Application including a detailed curriculum Vitae (CV), photocopies of relevant certificates, National ID and addresses of three traceable referees, one of which must be from the most recent employer should be sent to the following address not later than 7th September 2024.
The Human Resource Manager
Woodlands Lilongwe
P.O. Box 279,
Lilongwe.
or submit through email to hrm@woodlandslilongwe.net
Woodlands Lilongwe is an equal gender-based opportunity employer and only shortlisted applicants will be acknowledged and invited to the interviews.