Reception Manager

The incumbent will ensure maximising of room revenue and profit through commercial rooms management and maintaining high standard of customer service within the department more specifically for Reception Area.

To provide coaching, mentoring and administrative functions in the operational guest-facing areas of the property while developing one’s own exposure to the multi-faceted hotel environment both administratively and operationally with a view towards a senior operations role within PPHG properties.

Reception Operations
- Supervise day-to-day Reception operations, ensuring standards are adhered to and maintained.
- Engage with guests in order to personalise their experience.
- Proactively manage the hotel operation in order to prevent product and service shortfalls.
- Ensure the necessary forward planning is carried out to achieve the pre-set annual budget for room revenue.
- Keep Senior Management informed of any risk or opportunity in relation to the pre-set performance figures.
- Ensure all front office associates are aware of all room sales/revenue targets and are kept informed of performance results.
- Review and Action on Instructions given as stated on Group Advise and attend Pre-Con meetings. Ensure all necessary preparations are in place prior and shall be in charge of the entire operation.
- Adhere to company credit policies to ensure all revenue expected will be received.
- Ensure effective coordination of operations (including service delivery where appropriate) of Associate teams in their day-to-day activities.
- Continuously monitor, study and evaluate operations, policy and procedures of the hotel and propose necessary improvements to relevant departments in a timely manner
- Drive associate team morale, efficiency and collaboration.
- Ensure all Front Office Associates are groomed in accordance to hotel standard.
- Work closely with overall Front Office section departments to fulfil and meet the expectations of guest with special requests or related to service recovery. Update guest history profiles as required through guest interaction.
- Be in charge of supporting the success of Front Office related goals which may include; Upsell, Roster, GHA Discovery, Profile Update Tracking, Credit Tracking (PM, Open Folio).
- Handle complaints or incidents/accidents occurring at the Front Office and report the incidents handled accordingly in the appropriate Risk Management Report / Incident Log.
- Ensure quality of arrival and departure experience, take active role in coordinating Guest lobby interactions between Front Desk, Concierge and Guest relations and successfully attain growth in the scoring for guest reviews / feedback.
- Recommend and (where appropriate) lead in the design and implementation of ad-hoc projects.
- Review, maintain and amend systems / procedures within Front Office.
- Follow all SOPs to ensure consistency of delivery of all service standards.

Talent Profile
- Diploma/Degree in Hotel Management or equivalent and/or have gained 8 years of senior Front Office Duty Manager experience in hospitality industry.
- Minimum 2-year experience in a similar type / size of hotel in a senior Front Office role.
- Advanced knowledge and experience in the front office functions of Opera or equivalent Property Management Systems.
- Strong operational leadership with an excellent customer service skill
- A good people manager with the ability to motivate a well-set team
- High level of both verbal and written communication
- Demonstrate high ability to handle complaints and challenges professionally
- Exposure with Opera, HOTSOS, LMS, FCS and other property management software is a must.