Receptionist

Description

**About Us** We are a small hotel located in Petrolina. Additionally, we are a professional hotel with a fast-paced and collaborative environment. Our work environment includes: * Growth opportunities * A safe workplace * A dynamic environment **PRIMARY JOB OBJECTIVE** *To receive and assist guests in accordance with the brand’s service style. Provide diverse information according to guest needs and essential departmental practices. Place guests at the “heart” of everything we do, delivering them a unique and unforgettable experience aligned with the Company’s Culture.* **KEY DUTIES AND RESPONSIBILITIES** * Process reservation requests by checking system availability. Inform guests of all relevant details, such as daily rate, room type, check-in/check-out times, etc. Be responsible for the hotel’s reservation email, responding to guest inquiries and confirming reservations received via this channel. * Receive guests in accordance with the brand’s service style. Act as a service facilitator, providing basic information about hotel operations. * Verify reservations, request completion of personal data on the FNRH (when required), and check required identification documents. Ensure compliance with lodging laws for minors and issue room keys. * Serve as the primary liaison between guests and other hotel departments, receiving their requests, suggestions, complaints, etc. Seek resolution and escalate information to the responsible department when necessary. * Stay updated on all city-related information, including entertainment options, local events, etc. * Offer and register guests in the loyalty program according to guidelines. * Pay special attention to regular guests and loyalty program members. Ensure differentiated welcoming treatment, offering available loyalty benefits and gifts based on their tier and preferences. * Answer phone calls in accordance with the brand’s service style. * Provide wake-up calls to guests upon request. * Ensure adherence to Front Desk practices and Brand Standard Operating Procedures. * Assist guests at the hotel restaurant/bar/convenience store when necessary, supporting the spirit of versatility. * Monitor room availability at the property through the distribution system (or other applicable systems), considering the hotel’s actual occupancy. Prevent discrepancies between reservations and occupied rooms. * Close guest accounts, verifying with the guest that all charges have been correctly posted. Present the invoice, clarify any questions, and make corrections when necessary. Payment must be collected at check-in; additional charges must be billed separately. * Review and organize documents after check-out to ensure timely delivery of the invoice and tax receipt to the guest. * Be responsible for safeguarding all receipts (cash and credit cards). Monitor cash flow and prevent discrepancies. * Perform cash control and closing procedures, recording transactions per Brand Standard Operating Procedures. Make corrections if needed. Verify tax invoices for accuracy—including guest and company names, amounts, and payment methods. Confirm no tax invoices are missing and arrange them in descending chronological order. * Review outstanding balances and pending accounts. * Maintain the petty cash fund in accordance with Brand Standard Operating Procedures. * Print and justify any reversals performed during your shift. Analyze discrepancies between reservations and occupied/vacant rooms per Brand Standard Operating Procedures. * Review reports related to daily rates and segmentation to verify correctness of amounts and codes. * Manage baggage storage and delivery. Charge fees in accordance with brand practices. * Inspect housekeeping and maintenance items for emergency situations and urgent requests. Job Type: Full-time, Permanent/CLT Compensation: R$1\.824,00 per month Benefits: * Medical insurance * Free parking * Profit-sharing program * Life insurance * Meal allowance * Transportation allowance Work Location: On-site