Responsibilities

• Plan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews, and room registrations.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards. 
• Carry out training for new employees and on-the-job training. Motivates staff to bring about excellent performance. 
• Coordinate with housekeeping and engineering team to ensure that rooms are cleaned properly, efficiently all are ready to delight guests.
• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction, and maintains a record of all complaints received from all guests.  Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests is accurate such as rate, room type, billing, and guest requests, and oversee that guests’ specific requirements are addressed in an efficient manner.  
• Keep abreast of hotel products and services as well as tourist and business traveling information that may be of any interest to our guests.
• Supervise all cashier work of subordinates.
• Update all on a loyalty program.
• At the end of the shift, do handover reporting guest complaints, unusual situations, and incidents that need follow-up, to ensure efficiency in the operation.
• Accomplish a set of administrative duties such as briefing, producing, reviewing, and writing reports and other specific duties related to the job function.

Skills & requirements

• Previous experience in the same role in a luxury hotel is preferred
• Excellent written and verbal communication, interpersonal skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Must have the ability to handle a multitude of tasks and guest requests