Assistant Reception Manager

Job Summary

• The Assistant Reception Manager is responsible for overseeing the front desk and reception area of a hospitality establishment, ensuring efficient operations and exceptional guest service. They assist in managing a team of receptionists, handling guest inquiries and concerns, and coordinating reservations and check-in/check-out processes. Additionally, Assistant Reception Managers may be responsible for training new staff, managing administrative tasks, and implementing policies and procedures to uphold quality standards and guest satisfaction. They play a crucial role in maintaining a welcoming and organized reception area while contributing to the overall success of the service operations.

Job Responsibilities 1

• Assist the Reception Manager in overseeing the daily operations of the front desk and reception area, ensuring smooth check-in/check-out processes, guest service, and administrative tasks.
• Supervise and support reception staff, providing training, guidance, and feedback to ensure high levels of professionalism and guest satisfaction.
• Handle guest inquiries, complaints, and requests promptly and courteously, striving to resolve issues to the guest's satisfaction.
• Coordinate room reservations, room assignments, and room status updates, optimizing room inventory and revenue opportunities.
• Assist in managing guest accounts, including billing, payment processing, and reconciliations, ensuring accuracy and compliance with financial procedures.
• Monitor and maintain the cleanliness, organization, and appearance of the reception area, lobby, and public spaces, adhering to hygiene and safety standards.
• Assist with administrative tasks, such as managing emails and phone calls, filing paperwork, and maintaining guest records and databases.
• Collaborate with other departments, such as housekeeping, maintenance, and concierge, to ensure seamless guest experiences and address guest needs efficiently.
• Stay updated on hotel policies, procedures, and amenities, providing accurate information to guests and staff as needed.
• Support the Reception Manager in implementing service standards, training programs, and performance evaluations to uphold quality standards and enhance guest satisfaction.

Skills

Job Knowledge & Skills

Proficiency in hotel management software and reservation systems to effectively manage bookings, room assignments, and guest information.

Excellent interpersonal and communication skills to interact with guests, staff, and management in a professional and courteous manner.

Strong organizational abilities to prioritize tasks, manage time efficiently, and ensure smooth operations in a fast-paced environment.

Knowledge of hospitality industry standards, including check-in/check-out procedures, guest service protocols, and privacy regulations.

Leadership qualities to motivate and support reception staff, delegate responsibilities, and maintain a positive work environment.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

Accountability

Collaboration

Guest Relations L2

Hotel Management Standards and Procedures L2

Hotel Marketing L2

Issues Management L2

Leadership

Quality

Reservation Management L2

Resilience

Education

Bachelor's Degree in Hospitality or any related field