Senior Receptionist

Front Desk Operations Oversee and guide reception team during shifts to ensure smooth and efficient front desk service. Handle check-in/check-out for VIPs, groups, and complicated reservations. Ensure accuracy in guest registration, billing, and room assignments. Conduct shift handover reports and maintain clear communication between shifts. Support reception staff during busy periods and maintain a professional desk environment. Guest Experience & Service Quality Handle escalated guest complaints, concerns, and special requests. Ensure guests receive prompt, courteous, and efficient service at all times. Conduct regular checks on guest satisfaction and relay feedback to management. Assist in preparing amenities, VIP lists, and special arrangements. Team Leadership & Training Guide, coach, and motivate reception team to deliver exceptional service. Assist with training new receptionists on SOPs, systems, and standards. Monitor staff grooming, punctuality, and adherence to front office procedures. Assist in developing duty rosters and monitoring attendance when requested. Coordination & Communication Liaise with Housekeeping, Reservations, Engineering, and other departments to ensure guest needs are met. Communicate important operational updates to the team and management. Handle internal and external communications, emails, and follow-ups as needed. Administration & Reporting Prepare and review daily front desk reports (arrival/departure list, no-show report, guest balance report, etc.). Ensure accurate data entry in PMS and update guest profiles. Manage lost & found records, keys control, and other administrative logs. Support inventory control of front office supplies and materials.