Plan and supervise the day-to-day operations of the reception section which are related to the arrival and departure of guests, including 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 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.
Handles guest requests and complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain 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 travel information that may be of any interest to our guests.
Constant training of subordinates.
Supervise all cashier work of subordinates.
Update all on the 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 & qualifications:
University or College degree
Previous experience in the same role in a luxury hotel is preferred, resort experience will be an advantage
Well-groomed, professional appearance
Outstanding written and verbal communication skills
Physically agile, and able to stand for extended periods
