Reception Manager

Job description

Key tasks

• Reporting directly to the Assistant Front Office Manager, the Reception Manager is responsible for directing and leading the Reception Ambassadors to ensure the smooth operation of the department in the overall day-to-day requirements of Hotel Metropole Hanoi
• Liaise with Quality Manager to ensure service standards of Reception Desk are applied consistently
• Attend meeting and briefings as scheduled and lead them when applicable.
• Ensure that scheduling is properly planned in relation to hotel activity
• Ensure the proper preparation of VIPs, Group arrival and Group Departure. Work with other departments to ensure seamless check in and check out procedures (Arrival times, Room blocking, etc.)
• Conduct weekly meeting with Front Desk Supervisors
• Review VOG score daily and execute action plan after careful analysis
• Fully understand and master Fire Manual procedure, Employee Handbook and Loyalty Programs.
• Fully in-charge of the Reception Operations, Reception Manager will rotate with the other Front Office Managers during day - time, and Night Manager during night time, and handover their duties during their absence.
• Reception Manager is expected to lead as an example in terms of appearance, attitude, equity & professionalism. His/her main role is to ensure the proper work of Reception operations
• Control the duties assignment to employees and supervisors during every shift to ensure the adherence to hotel policies and standard operation procedures.
• Supervise the activities of the Front Desk Supervisors and coordinate with the Assistant Front Office Manager for providing high standards service during operation