Full job description

• Supervise and support front desk staff, including Receptionists, Night Auditors, and Bell Staff (if applicable).
• Ensure the smooth and efficient operation of the reception area during all shifts.
• Greet guests in a friendly and professional manner, ensuring a warm welcome and speedy check-in/check-out process.
• Handle guest complaints, problems, and special requests, escalating to management as needed.
• Train and coach reception team members, conducting regular performance evaluations.
• Ensure all front office policies and procedures are adhered to.
• Manage room allocations, reservations, and booking amendments in the PMS (Property Management System).
• Monitor daily arrivals and departures, coordinating with housekeeping and maintenance.
• Maintain accurate records of guest accounts, payments, and incident reports.
• Perform cashiering duties, including handling cash, credit cards, and billing.
• Ensure the reception area is always clean, tidy, and stocked with necessary supplies.
• Assist in scheduling shifts and managing staffing levels.
• Ensure a high level of guest satisfaction and service recovery when necessary.
• Prepare shift handover reports and communicate effectively with other departments.