reception shift leader

Reception Shift Leader

The Reception Shift Leader is responsible for overseeing the daily operations of the front desk during their shift, ensuring efficient and effective guest services, and leading a team of front desk agents. This role plays a key part in maintaining high levels of guest satisfaction, managing check-ins and check-outs, resolving any guest issues, and supervising front desk operations. The Reception Shift Leader must ensure smooth communication between departments and uphold hotel standards for service, cleanliness, and guest relations.

Key Responsibilities

• Supervise and guide front desk agents during the shift, ensuring they are properly trained, motivated, and adhering to hotel policies and procedures. Oversee front desk operations to ensure all procedures are followed, including check-ins, check-outs, and payment processing.
• Provide support and coaching for front desk staff to foster a positive, high-performing team environment. Assist in training new front desk staff and ensure ongoing training for current staff.
• Ensure all guest inquiries, requests, and concerns are handled promptly, professionally, and with the utmost courtesy.
• Resolve guest complaints, ensuring satisfaction and ensuring that all issues are addressed following hotel policies.
• Monitor guest arrivals and departures, ensuring smooth check-in and check-out processes.
• Assist with VIP guests, special requests, or unique situations that require extra attention.
• Serve as the point of contact for other hotel departments, ensuring smooth communication and coordination of services.
• Keep track of occupancy levels, availability, and room status throughout the shift.
• Generate and review daily reports, including room occupancy, revenue, and any guest-related incidents.
• Ensure accurate documentation of guest information and incidents, following privacy and confidentiality protocols.

Key Requirements

• Previous experience in a customer service or hospitality role required, with at least 1–2 years of experience in a supervisory position, preferably in a hotel or front desk environment
• Experience with hotel management software (e.g. Protel, etc.) preferred.
• Hospitality Management degree
• Strong leadership skills with the ability to motivate and manage a team
• Excellent interpersonal and communication skills, with the ability to handle difficult situations with diplomacy and tact
• Detail-oriented with a strong focus on guest satisfaction and quality service
• Ability to multitask, prioritize effectively, and stay organized in a fast-paced environment
• Ability to work independently and make decisions with minimal supervision
• Proficiency in using office software (Microsoft Office or equivalent)