Reception Manager

Position Summary:

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.

• 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.

• 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.).

• 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.

• 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.

• 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.

• 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.

• 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.

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