Receptionist

We are looking for a friendly, professional, and customer-focused Receptionist to join our hospitality team.

The Receptionist will be responsible for welcoming guests, managing check-ins and check-outs, handling reservations and enquiries, responding to guest requests, managing front-desk communications, and ensuring that guests receive a positive and professional experience throughout their stay.

The ideal candidate should have excellent communication and interpersonal skills, a welcoming personality, good attention to detail, and the ability to remain calm and professional in a busy hospitality environment.

As a Receptionist, you will serve as one of the main points of contact between the property and its guests.

You will welcome and assist guests from arrival through departure, provide information about the property and available services, process reservations and payments, respond to enquiries, coordinate with other departments, and address guest concerns appropriately.

The role requires a high level of professionalism, courtesy, confidentiality, and attention to detail. You should be comfortable working shifts, including weekends and public holidays, depending on the property's operating schedule.

The position may involve working with both local and international guests, making strong English and Swahili communication skills particularly valuable.

• Welcome guests in a warm, professional, and courteous manner.
• Complete guest check-in and check-out procedures efficiently.
• Verify guest reservations, identification, and required documentation.
• Provide guests with information about rooms, hotel facilities, services, policies, and operating hours.
• Respond to guest questions, requests, and concerns promptly.
• Assist guests with special requests and coordinate with relevant departments.
• Maintain a professional and organized reception area.
• Provide appropriate assistance to guests with luggage, directions, transportation, or other requests when required.
• Receive and process room or service reservations.
• Confirm reservations and provide guests with relevant booking information.
• Update reservation records accurately.
• Handle booking changes, cancellations, extensions, and amendments according to company policies.
• Coordinate with housekeeping and other departments regarding room availability and guest requirements.
• Maintain accurate records of arrivals, departures, and expected guests.
• Answer and direct telephone calls, emails, and other guest communications.
• Respond professionally to guest enquiries before, during, and after their stay.
• Provide information about local attractions, transportation, restaurants, tours, and other relevant services where appropriate.
• Handle guest complaints professionally and attempt to resolve issues within assigned authority.
• Escalate complex or unresolved complaints to the Front Office Manager or relevant supervisor.
• Maintain positive relationships with guests and encourage a high standard of customer service.
• Process guest payments, deposits, and other approved transactions.
• Issue receipts, invoices, or other relevant documentation.
• Maintain accurate guest and financial records.
• Handle cash and payment information responsibly.
• Complete daily front-office reports and required documentation.
• Maintain confidentiality of guest information and company records.
• Follow established procedures for cash handling, billing, and reconciliation.
• Communicate effectively with housekeeping, food and beverage, maintenance, security, reservations, and management teams.
• Inform relevant departments of guest requests and operational issues.
• Monitor room status and communicate updates where required.
• Support smooth coordination of guest arrivals, departures, transfers, and special arrangements.
• Report maintenance, security, safety, or service issues promptly.
• Assist with other front-office and hospitality duties as assigned.

• Experience using a Property Management System (PMS) or hotel reservation software.
• Experience handling international and local guests.
• Knowledge of Tanzania's tourism destinations and hospitality services.
• Experience handling cash, card payments, or hotel billing.
• Basic knowledge of reservations and room inventory management.
• Additional language skills are an advantage.
• Previous experience in a hotel, lodge, resort, guesthouse, travel company, or tour operation.
• Certificate, Diploma, or Bachelor's degree in Hospitality Management, Hotel Management, Tourism, Travel & Tourism, Business Administration, or a related field.
• Previous experience as a Receptionist, Front Desk Agent, Guest Relations Officer, Customer Service Representative, or similar hospitality role is an advantage.
• Excellent verbal and written communication skills.
• Good command of English and Swahili.
• Friendly, professional, and welcoming personality.
• Strong customer-service and interpersonal skills.
• Good computer literacy and ability to use email and office applications.
• Ability to learn and operate hotel reservation or property-management systems.
• Good organizational and time-management skills.
• Strong attention to detail and accuracy.
• Ability to handle multiple guest requests in a busy environment.
• Professional appearance and conduct.
• Ability to maintain confidentiality.
• Reliable, punctual, and willing to work as part of a team.
• Flexibility to work shifts, weekends, public holidays, and other hours required by the business.