Receptionist

We are seeking a full-time Hotel Receptionist to join the Riad Jamal team in Fez. This on-site role involves managing front desk duties, handling reservations, answering phone inquiries, and ensuring seamless communication with guests. The ideal candidate will deliver outstanding customer service, creating a friendly and welcoming environment for all who visit.

Front office duties

* To assist in the check-ins and the check-outs
* To greet the customer and identify his specific reservation.
* To register the guest, ensuring that the necessary details are obtained (passport, credit card details)
* To accompany guests to their rooms or make tours of the hotel explaining all related services.
* To present menus and provide detailed information on dishes when asked
* Clear tables and maintain cleanliness in the dining area (breakfast service)
* Collaborate with kitchen staff to ensure smooth operation of the dining service
* To liaise or alert the hall porters so that the guest's luggage is taken to his room.
* To anticipate and personalise the service for each guest to ensure his satisfaction
* To follow up of guests during all their stay to ensure their satisfaction
* To deal with the needs, issues and guest complaints
* To be the referent of Riad Jamal standards and to ensure that the standards are respected

Back office duties

* To inform the guest over the phone about the hotel’s availability
* To ensure proper telephone service with external guest, in house guest, partners (restaurants, guide), agencies and other staff members.
* To answer the emails and to follow up the folders with the several agencies
* To check the D+1 arrivals and note the traces into the system, ensuring that this is what the guest has booked, both in terms of the room itself and the rate to be paid.
* To update occupancy lists and other documents.
* To ensure that all departments, particularly restaurant, hammam and housekeeping, are notified of the guests entitlements and reservations. Assure coordination permanently
* To complete log books and assure proper transfer of information within the team
* To prepare welcome letters

Requirements

* Fluent in English, French and Moroccan Arabic
* Proficiency in another language is an advantage
* Experience with LittleHotelier (Siteminder PMS) is a plus
* Familiarity with managing interfaces on Booking.com and Expedia.com is a plus
* Strong interpersonal and communication skills
* Previous experience in reception and managing bookings
* Prior experience as a waiter or in customer service is preferred
* Excellent phone etiquette
* Keen attention to detail and strong organisational abilities
* Ability to collaborate effectively in a team setting
* Prior hospitality experience is highly desirable
* High school diploma or equivalent