JOB DESCRIPTION

AQUARIUS KIGO RESORT HOTEL

Job Title	Hotel Receptionist
Department	Front Office
Employer	Aquarius Kigo Resort Hotel
Reports To	Front Office Manager / Duty Manager
Duty Station	Kigo, Uganda
Employment Type	Full-time

1. Job Purpose

The Receptionist will serve as the first point of contact for guests and visitors at Aquarius Kigo Resort Hotel. The role is responsible for delivering a warm, efficient and professional front office experience through guest reception, enquiries, check-in and check-out support, reservations coordination and accurate communication with relevant hotel departments. The successful candidate will help create a positive first impression and ensure that guests receive attentive service throughout their stay.

2. Key Roles and Responsibilities

A. Guest Reception and Front Desk Operations

Welcome guests and visitors courteously, creating a professional and positive first impression.

Attend to guest enquiries in person, by telephone and through other approved communication channels.

Support guest check-in and check-out procedures in line with hotel policies and service standards.

Verify guest details, maintain accurate records and handle guest information with confidentiality.

Coordinate room allocation, key issuance and special guest requests with the relevant teams.

Manage front desk correspondence, messages and general administrative duties.

B. Reservations and Guest Relations

Receive and respond to reservation enquiries and assist with bookings, amendments and cancellations.

Provide accurate information about room availability, hotel facilities, services, rates and policies.

Communicate guest preferences, special requests and relevant booking information to the appropriate departments.

Follow up on guest concerns and coordinate timely resolution with the responsible teams.

Promote hotel facilities and services where appropriate to enhance the guest experience.

C. Communication and Coordination

Maintain effective communication with housekeeping, food and beverage, security, maintenance and other departments.

Ensure guest requests and operational information are relayed accurately and promptly.

Maintain proper handover notes and communicate outstanding issues to incoming shifts.

Escalate complaints, emergencies and service concerns to the appropriate supervisor.

D. Cash Handling, Records and Night Audit Support

Handle payments, invoices and receipts accurately where assigned and in accordance with hotel procedures.

Maintain accurate front office logs, reports and transaction records.

Support end-of-shift reconciliation and reporting activities.

Assist with Night Audit duties when required; prior Night Audit experience will be an added advantage.

E. Professional Standards and Teamwork

Maintain a neat, professional appearance and a welcoming front desk environment.

Observe hotel policies, operating procedures, safety requirements and service standards.

Protect guest privacy and maintain confidentiality of hotel and guest information.

Participate in briefings, training and service improvement initiatives.

Perform other related duties as may reasonably be assigned by the supervisor.

3. Minimum Qualifications and Experience

At least two (2) years of experience in a receptionist, front office or guest services role, preferably within a hotel or hospitality environment.

Relevant certificate, diploma or training in Front Office Operations, Hospitality Management, Tourism or a related field is an advantage.

Excellent verbal and written communication skills, with a strong customer service orientation.

Good computer skills and ability to use standard office applications; familiarity with hotel property management or reservation systems is an added advantage.

Previous experience supporting or conducting Night Audit procedures will be an added advantage.

4. Required Skills and Competencies

Customer Service: Ability to deliver courteous, responsive and guest-focused service.

Communication: Clear and professional communication with guests and colleagues.

Interpersonal Skills: Ability to interact confidently with people from diverse backgrounds.

Computer Literacy: Comfortable using email, office applications and digital booking systems.

Attention to Detail: Accuracy when handling bookings, guest information, payments and records.

Problem Solving: Ability to respond calmly to guest concerns and escalate issues appropriately.

Organisation and Time Management: Ability to prioritise tasks and manage front desk activities during busy periods.

Integrity and Confidentiality: Demonstrates honesty, discretion and respect for guest privacy.

Teamwork and Flexibility: Works collaboratively and can support shift-based hotel operations.

5. Key Performance Indicators (KPIs)

Guest satisfaction feedback and quality of front desk service.

Accuracy and timeliness of check-in, check-out and reservation processing.

Response time and effectiveness in handling guest enquiries and requests.

Accuracy of front office records, cash handling and shift reports.

Effective communication and coordination with other hotel departments.

Compliance with hotel procedures, guest privacy requirements and service standards.

6. Application Procedure

Interested and qualified candidates should submit their updated CVs to:

vacancies@hrstudio.org

Male candidates are encouraged to apply.

Only shortlisted candidates will be contacted.