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.