Front Desk Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa Numeral Financial Services Group Full time
Job Title: Reception Manager

Job Summary:

The Reception Manager is responsible for overseeing the front desk operations of the organization, 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.

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