Cape Town: Reception Manager posted by Numeral Financial Services Group
Posted on 2025-07-26 00:00:00
| Employer | Numeral Financial Services Group |
|---|---|
| Category | Other Tourism/Hospitality |
| Location | Western Cape / Cape Town |
Job Summary
Job Summary:
The Reception Manager oversees the front desk operations of building, or guesthouse, ensuring a seamless and efficient experience for guests and visitors. This role involves managing the reception team, handling guest inquiries and complaints, and maintaining the highest standards of customer service.
Key Responsibilities:
-
Team Management:
- Supervise, train, and manage the reception staff, including receptionists and concierge personnel.
- Schedule shifts and ensure adequate coverage during peak times.
- Conduct performance evaluations and provide feedback to improve team performance.
- Facilitate staff meetings and ensure all receptionists are updated on policies, procedures, and guest information.
-
Guest Services:
- Welcome guests and visitors with a professional and friendly demeanor.
- Oversee the check-in and check-out process, ensuring accuracy and efficiency.
- Handle escalated guest complaints and resolve issues in a timely and effective manner.
- Ensure all guests’ needs are met, from providing information to arranging special requests.
-
Operations:
- Manage the front desk operations, ensuring that all tasks, such as bookings, payments, and inquiries, are handled smoothly.
- Monitor and maintain the cleanliness and organization of the reception area.
- Implement and enforce standard operating procedures for the reception team.
- Coordinate with other departments, such as housekeeping and maintenance, to address guest needs and concerns.
-
Administrative Duties:
- Maintain accurate records of guest information, bookings, and payments.
- Prepare reports on reception activities, such as occupancy rates, guest satisfaction, and financial performance.
- Handle administrative tasks, such as ordering office supplies, managing inventory, and processing invoices.
- Ensure compliance with health and safety regulations.
-
Customer Relationship Management:
- Build and maintain strong relationships with regular guests and clients.
- Gather and act on guest feedback to improve service quality.
- Assist in developing loyalty programs and strategies to enhance the guest experience.
-
Marketing and Promotion:
- Collaborate with the marketing team to promote the property or business.
- Ensure the reception area reflects the brand image and values of the company.
- Promote additional services, amenities, or special offers to guests.
Qualifications:
- Proven experience as a Reception Manager, Front Office Manager, or similar role in the hospitality industry.
- Excellent leadership and management skills.
- Strong customer service orientation with the ability to handle difficult situations calmly and professionally.
- Proficiency in using reservation systems, CRM software, and Microsoft Office.
- Excellent verbal and written communication skills.
- Ability to multitask and work under pressure.
- Strong organizational and problem-solving abilities.
- Attention to detail and a high level of professionalism.
Working Conditions:
- Flexible work schedule, including weekends, holidays, and possibly night shifts.
- Ability to handle a fast-paced and dynamic work environment.
- On-call availability for urgent situations.
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