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 and 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