Job Description
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:
o Supervise, train, and motivate reception staff to deliver exceptional customer service.
o Schedule and assign shifts for the reception team, ensuring adequate coverage at all times.
o Provide ongoing feedback, coaching, and performance evaluations to team members.
o Foster a positive, team-oriented work environment.
* Customer Service:
o Greet guests/clients with warmth, professionalism, and enthusiasm.
o Handle inquiries, requests, complaints, and special needs promptly and efficiently.
o Ensure guests' or clients' needs are anticipated and met, creating a memorable experience.
* Front Desk Operations:
o Oversee check-in and check-out processes, ensuring accuracy and efficiency.
o Manage reservations and ensure the front desk is prepared for high volumes of guest activity.
o Handle payments, billing inquiries, and ensure accurate cash handling procedures are followed.
o Ensure smooth communication between the reception and other departments (Housekeeping, Front of House, Kitchen, Maintenance, etc.).
* Administrative Duties:
o Maintain up-to-date records of guest information, reservations, and preferences.
o Ensure proper documentation of guest incidents, complaints, and resolutions.
o Monitor and manage office supplies and equipment to ensure availability and functionality.
* Problem Solving & Conflict Resolution:
o Resolve guest or client complaints effectively, ensuring satisfaction while adhering to company policies.
o Maintain a calm and professional demeanour in high-pressure or stressful situations.
* Health, Safety, and Compliance:
o Ensure compliance with company policies, procedures, and safety regulations.
o Maintain a clean and safe reception environment for both staff and guests.
o Conduct regular checks to ensure the reception area meets company standards for cleanliness and organization.
* Reporting & Communication:
o Communicate important guest or operational information to relevant departments.
o Generate reports on daily activities, guest feedback, and staff performance as required.
Qualifications:
* Experience:
o 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.
o Experience in hospitality, office management, or a similar industry is an advantage.
* Skills:
o Exceptional leadership and team management skills.
o Strong verbal and written communication skills.
o Proficient in office software and reservation management systems (e.g., Microsoft Office, hotel management software).
o Excellent organizational skills and attention to detail.
o Ability to multitask and remain composed in a fast-paced environment.
o 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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