1. To supervise the professional greeting of clients and visitors, to the highest standards.2. To manage room reservations ensuring that the bookings team are processing all enquiries accurately.3. Recruitment, induction and training of receptionists and supervisors4. Appraisals and performance management of staff, including monthly meetings.5. Leading, monitoring, motivating and inspiring the team; providing guidance and support.6. Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services7. On-going development of skills and knowledge for the FOH team.8. Produce, manage and operate the reception rota, checking future planned absences, planning cover and ensuring overtime is provided when necessary9. Supervise the co-ordination of VIP Functions and events.10. Health and Safety

• Handling Banking issues and balancing floats• Credit card refunds•Training the team according to Marriott rewards program•Responsible for Up-selling and Upgrades• Monthly performance reviews for staff members Supporting Reception Manager in dailyoperations and covering Duty Manager's tasks• Reporting and solving IT issuesEnsuring Hotel Brand standards are followedeffectively•Training new starters on Opera PMS and BrandStandards•Credit check to report account's issues and solvewhen required• Carry out daily observations checks•Responsible for routing for rate codes andcharging correctly•Responsible for group and crew arrivals anddepartures• GSS and TA feedback check• Dealing with e-mail enquiries• Complaints handling

• Check-In, Check-Out & Walk-in Reservations•Supporting Supervisor in Admin and Accounttasks•Resolving guest issues and completing specialrequests to ensure the satisfaction of the guests • Assuming supervisor's duties•Training new starters on Opera PMS and BrandStandards

Check-In & Check-OutTaking reservations by phone & walk-inExceeding guest expectationsComplaint handlingPractical use of Opera PMS Version 5.0

Coordination and implementation of office proceduresDealing with clients face to face, by e-mail and by the phoneServing as liaison between office and clientsGeneral administrative dutiesTyping legal documentsGeneral cleaning dutiesOrganising, maintaining and retrieving case file

Check-In and Check-OutProviding an excellent Customer ServiceWelcoming and greeting customersComplaint handlingDealing with telephone and e-mail enquiriesCashier duties and handling paymentsDebit collectingManagement

CRM strategySocial media managementCustomer supportComplaint HandlingMarketing Communication