وصف الوظيفة
Role Overview
Reception Manager at TGP International. The role oversees all reception and guest welcoming operations within the dining hall, serving as the professional, welcoming, and efficient first point of contact for guests. Reports to the Operations Manager while working closely with the Venue Manager and Assistant Managers.
Role Purpose
Enhance the overall guest experience by supervising reception operations, coordinating guest flow, managing the reception team including the Head Hostess and Hostesses/Receptionists, and ensuring that service standards, guest engagement, and operational procedures are consistently maintained throughout the venue.
Key Responsibilities
Reception Operations Management
- Oversee daily operations of the reception and guest welcome area within the dining hall.
- Ensure guests are welcomed in a professional, friendly, and efficient manner.
- Maintain high standards of guest service and ensure reception procedures are consistently followed.
- Monitor guest flow and coordinate with floor teams to ensure smooth operations during peak periods.
- Ensure reception areas remain organized, welcoming, and professionally presented.
Team Leadership & Supervision
- Manage and supervise the Head Hostess and Hostess/Receptionist team.
- Develop staff schedules and ensure adequate reception coverage throughout operating hours.
- Provide coaching, guidance, and support to ensure high standards of guest service.
- Monitor staff performance and provide feedback to support continuous development.
- Ensure team members maintain professional appearance and service etiquette.
Guest Experience Management
- Ensure all guests receive prompt assistance, accurate information, and a positive first impression of the venue.
- Support the team in resolving guest inquiries, requests, or complaints in a professional manner.
- Promote the dining hall concept, vendors, and ongoing events to guests.
- Monitor guest feedback and identify opportunities to enhance the overall guest experience.
Operational Support & Shift Coverage
- Cover reception shifts when required to maintain operational coverage.
- Assist the reception team during busy service periods or high guest traffic.
- Ensure service continuity in case of staff absence or operational needs.
Communication & Reporting
- Maintain regular communication with the Operations Manager regarding guest experience, operational issues, and service improvements.
- Report guest feedback, operational updates, and service observations to management.
- Coordinate with floor supervisors and operational teams to ensure smooth guest service across the venue.
Qualifications & Experience
- Minimum 8 years of experience in hospitality, guest relations, or reception operations.
- At least 5 years of experience in a supervisory or managerial role.
- Experience in restaurants, hotels, food halls, or large hospitality venues is preferred.
Skills & Competencies
- Excellent customer service and guest relations skills.
- Ability to manage guest flow and reception operations in a high-volume environment.
- Strong communication and interpersonal skills.
- Good organizational and problem-solving skills.
- Fluent communication in English is required.
- Knowledge of Arabic is considered an advantage.
- Strong leadership and team management abilities.
- Professional, confident, and approachable personality.
- Strong leadership presence with the ability to guide and support teams.
- Customer-focused with strong attention to guest satisfaction.
- Ability to remain calm and effective during busy service periods.
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