Reception Manager

The Reception Manager is responsible for overseeing the daily operations of the reception area, ensuring that all guests or clients are greeted in a friendly and professional manner. The Reception Manager ensures the smooth and efficient operation of the front desk, manages a team of reception staff, and maintains high levels of customer satisfaction.

Key Responsibilities:

• Team Leadership & Management: Supervise, train, and motivate reception staff to deliver exceptional customer service. Schedule and assign shifts for the reception team, ensuring adequate coverage at all times. Provide ongoing feedback, coaching, and performance evaluations to team members. Foster a positive, team-oriented work environment.
• Customer Service: Greet guests/clients with warmth, professionalism, and enthusiasm. Handle inquiries, requests, complaints, and special needs promptly and efficiently. Ensure guests' or clients' needs are anticipated and met, creating a memorable experience.
• Front Desk Operations: Oversee check-in and check-out processes, ensuring accuracy and efficiency. Manage reservations and ensure the front desk is prepared for high volumes of guest activity. Handle payments, billing inquiries, and ensure accurate cash handling procedures are followed. Ensure smooth communication between the reception and other departments (Housekeeping, Front of House, Kitchen, Maintenance, etc.).
• Administrative Duties: Maintain up-to-date records of guest information, reservations, and preferences. Ensure proper documentation of guest incidents, complaints, and resolutions. Monitor and manage office supplies and equipment to ensure availability and functionality.
• Problem Solving & Conflict Resolution: Resolve guest or client complaints effectively, ensuring satisfaction while adhering to company policies. Maintain a calm and professional demeanour in high-pressure or stressful situations.
• Health, Safety, and Compliance: Ensure compliance with company policies, procedures, and safety regulations. Maintain a clean and safe reception environment for both staff and guests. Conduct regular checks to ensure the reception area meets company standards for cleanliness and organization.
• Reporting & Communication: Communicate important guest or operational information to relevant departments. Generate reports on daily activities, guest feedback, and staff performance as required.

Qualifications:

• Experience: Minimum 3 years of experience in a receptionist, front desk, or customer service role, with at least 1 year in a supervisory or managerial position. Experience in hospitality, office management, or a similar industry is an advantage.
• Skills: Exceptional leadership and team management skills. Strong verbal and written communication skills. Proficient in office software and reservation management systems (e.g., Microsoft Office, hotel management software). Excellent organizational skills and attention to detail. Ability to multitask and remain composed in a fast-paced environment. Knowledge of guest service standards and hospitality industry best practices.

Working Conditions: Full-time position with flexible shifts (including weekends and holidays). Ability to stand for long periods and occasionally lift light to moderate weight.