Reception Manager

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.