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.