Job Summary: The Reception Manager oversees the front desk operations of building, or guesthouse, ensuring a seamless and efficient experience for guests and visitors.
This role involves managing the reception team, handling guest inquiries and complaints, and maintaining the highest standards of customer service.
Key Responsibilities: Team Management: Supervise, train, and manage the reception staff, including receptionists and concierge personnel.Schedule shifts and ensure adequate coverage during peak times.Conduct performance evaluations and provide feedback to improve team performance.Facilitate staff meetings and ensure all receptionists are updated on policies, procedures, and guest information.Guest Services: Welcome guests and visitors with a professional and friendly demeanor.Oversee the check-in and check-out process, ensuring accuracy and efficiency.Handle escalated guest complaints and resolve issues in a timely and effective manner.Ensure all guests' needs are met, from providing information to arranging special requests.Operations: Manage the front desk operations, ensuring that all tasks, such as bookings, payments, and inquiries, are handled smoothly.Monitor and maintain the cleanliness and organization of the reception area.Implement and enforce standard operating procedures for the reception team.Coordinate with other departments, such as housekeeping and maintenance, to address guest needs and concerns.Administrative Duties: Maintain accurate records of guest information, bookings, and payments.Prepare reports on reception activities, such as occupancy rates, guest satisfaction, and financial performance.Handle administrative tasks, such as ordering office supplies, managing inventory, and processing invoices.Ensure compliance with health and safety regulations.Customer Relationship Management: Build and maintain strong relationships with regular guests and clients.Gather and act on guest feedback to improve service quality.Assist in developing loyalty programs and strategies to enhance the guest experience.Marketing and Promotion: Collaborate with the marketing team to promote the property or business.Ensure the reception area reflects the brand image and values of the company.Promote additional services, amenities, or special offers to guests.Qualifications: Proven experience as a Reception Manager, Front Office Manager, or similar role in the hospitality industry.Excellent leadership and management skills.Strong customer service orientation with the ability to handle difficult situations calmly and professionally.Proficiency in using reservation systems, CRM software, and Microsoft Office.Excellent verbal and written communication skills.Ability to multitask and work under pressure.Strong organizational and problem-solving abilities.Attention to detail and a high level of professionalism.Working Conditions: Flexible work schedule, including weekends, holidays, and possibly night shifts.Ability to handle a fast-paced and dynamic work environment.On-call availability for urgent situations.
