Company Overview
Riad Jamal is a family-operated boutique hotel in the heart of Fez, Morocco. We blend modern luxury with the rich heritage of Moroccan architecture and tradition. Our dedicated team takes pride in offering tailored and authentic experiences to every guest, emphasising meticulous attention to detail and care. At Riad Jamal, guests are welcomed into a warm, inviting atmosphere where personalised service and cultural insights into Fez are always available.
Job Overview
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 Little Hotelier (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

Job Types: Full-time, Permanent
Language:

• English, Moroccan Arabic (Darija) and French (Required)

Location:

• Fès (Required)