Reservation and Reception Manager
The Reservation and Reception Manager is responsible for overseeing both reservation and front desk functions to ensure efficient guest services and seamless operations. They manage reservations, coordinate guest arrivals and departures, and supervise reception staff to uphold service standards and enhance guest experiences. Additionally, Reservation and Reception Managers play a crucial role in optimizing room occupancy, resolving guest inquiries, and implementing strategies to drive revenue and customer satisfaction.
Job Responsibilities 1
Supervise and coordinate all aspects of reservation and front desk operations to ensure efficient and exceptional guest service delivery.
Manage reservations, including processing bookings, modifying reservations, and handling cancellations, to optimize room occupancy and revenue.
Oversee the reception area, greeting guests, checking them in and out, and addressing any inquiries or concerns to ensure a smooth and welcoming experience.
Train, mentor, and motivate reservation and reception staff, providing ongoing guidance and support to uphold service standards and achieve performance goals.
Monitor reservation trends, occupancy rates, and revenue performance, analyzing data to identify opportunities for revenue optimization and operational improvement.
Collaborate with sales and marketing teams to develop and implement promotional strategies and packages to drive bookings and revenue growth.
Ensure compliance with hotel policies, procedures, and safety standards, maintaining a safe and secure environment for guests and staff.
Handle guest complaints and resolve issues effectively, demonstrating professionalism, empathy, and a commitment to guest satisfaction.
Maintain accurate records of guest information, payments, and preferences, ensuring confidentiality and compliance with data protection regulations.
Stay updated on industry trends, technologies, and best practices in reservation and reception management, continuously seeking opportunities for innovation and improvement.
Job Responsibilities 2
Additional Responsibilities 3
Job Knowledge & Skills
Proficiency in reservation management systems and front desk operations to effectively handle guest bookings, check-ins, and check-outs.
Strong leadership and supervisory abilities to manage reservation and reception teams, delegate tasks, and ensure smooth operations.
Excellent communication and interpersonal skills to interact with guests professionally, address inquiries, and resolve issues.
Knowledge of hotel policies, procedures, and room types to provide accurate information and recommendations to guests.
Sales acumen to upsell additional services, packages, and promotions, maximizing revenue and enhancing guest experiences.
ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.
Job Experience
Minimum 8 year(s) working experience, 5 year(s) relevant working experience, 2 year (s) GCC is a plus
Competencies
Agility
AI Fluency
Guest Relations L3
Hotel Management Standards and Procedures L3
Hotel Marketing L3
Issues Management L3
Leadership
Quality
Reservation Management L3
Resilience
Education
Bachelor's Degree in Hospitality or Hotel Management