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Job Specification:
At JA Resorts & Hotels, our long tradition of hospitality excellence has been built on the hard work and dedication of the whole team. Our most important asset is our team members, and we are committed to developing their talent enabling them to grow and enjoy a long and prosperous career within the company.
A Reception Manager role in our resort ensures guests have an outstanding experience through excellent service, effective team management, and efficient operations. Ensure a warm welcome and heartfelt departure, handle inquiries, complaints, and emergencies, and maintain high standards of guest service. Training ,team work scheduling, performance reviewing and fostering a positive team environment are a few of key responsibilities. Maintain cleanliness and appearance, implement SOPs, and improve based on guest feedback are always priorities.
Duties and Responsibilities:
Review the daily shift handover notes from the team Brief the incoming reception team on important updates, guest arrivals, VIP guests, and any issues. Conduct daily briefing with the reception team to discuss daily tasks and priorities. Assign specific duties and ensure all team members are aware of their responsibilities. Greet and assist guests with check-outs of VIPs, and other special guests . Address any immediate guest complaints or requests. Review the day’s arrivals, departures, and any special requests. Coordinate with housekeeping and other departments to ensure room readiness. Oversee the check-in process for arriving guests. Ensure the reception area is clean, welcoming, and well-organized. Process payments, handle billing issues, and ensure accurate records. Daily review of GHA enrollment and departmental target Oversee the D$ redumption and activities Oversee guests’ email accuracy Review the daily trustyou comments and necessary corrective action Oversee the updates of guest information in the system Monitor room availability and manage reservations. Provide on-the-job training and support the team Monitor team performance and address any issues promptly. Ensure team follow SOP and maintain service standards. Follow up on any guest complaints or issues throughout the day Check on VIP inhouse and ensure their needs are being met. Conduct regular inspections of the reception area and back office. Prepare team performance and progress of KPIs and financial reports and submit them to the Asst. Front Office Manager. Review guest feedback and identify areas for improvement. Plan for the next day’s operations and update the handover log. Maintain a visible presence in the reception area to assist guests and team.
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