Team Leader - Reception (Hospitality Industry)

Location: Cape Town

Details of Position

Overview

This role includes planning and coordinating front desk activities and leading and supporting a team of Receptionists and Beverage Servers across the CPT, JHB, PTA, and DBN region to uphold the clients service standards and values.

• Education: Relevant diploma in hospitality, and additional qualifications in office administration are advantageous.
• Experience: Proven experience in the hospitality and/or corporate industry in a similar client service role, with at least 2 years experience in a supervisory role.

• Team Management: Lead, mentor, coach, develop, and supervise a team of receptionists and beverage servers at an optimal level, ensuring they provide excellent client service and adhere to company values, policies, and procedures.
• Facilitate a culture of continuous personal and environmental improvement.
• Foster and maintain a cohesive team service culture.
• Conduct spot checks of tasks processed daily by team members.
• Training: Conduct/facilitate training sessions for new team members and provide ongoing support and development for the team.
• Facilitate and disseminate client servicing and process knowledge.
• Identify & address training needs of the receptionists and beverage servers.
• Coaching and Development: Evaluate and coach receptionists' calls & emails against client service standards.
• Monitor RSC processes and practices to identify and act on opportunities for operational improvement.
• Conduct monthly check-ins with each team member to coach and develop their skills and development areas.
• Client Service: Address and resolve any escalated client service issues or complaints promptly and professionally.
• Manage the ongoing relationship between clients as well as internal stakeholders.
• Front Desk Operations: Oversee the daily operations of the reception and concierge area.
• Scheduling: Coordinate and manage the teams schedules to always ensure adequate coverage.
• Recruitment: Assist with the recruitment and selection processes for the team.

• Strong interpersonal skills (effectively manage key stakeholder relationships).
• Proficiency in Microsoft Office Suite and office management software.
• Ability to handle sensitive information with confidentiality.
• Strong motivational ability and coaching skills (ability to positively influence behavior).
• High adaptability, vigour, resilience, and agility (ability to manage a heavy workload and multiple tasks, able to function positively under pressure).
• Excellent planning and organizational skills (able to prioritize).
• Ability to identify gaps in processes and procedures and problem-solve.
• Proactive, independent worker, and forward-thinking (use initiative).
• Sound knowledge of client products, processes, and systems.
• High level of professionalism and attention to detail.
• Ability to drive results through others.
• Ability to remain calm under pressure.