Senior Receptionist

The Senior Receptionist oversees daily front desk operations and ensures the highest level of guest service. The role supports the Front Office leadership team by supervising reception staff, handling complex guest issues, training new team members, and ensuring all procedures and standards are followed. The Senior Receptionist serves as a role model for professionalism, guest engagement, and efficiency.

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.

• Diploma or Degree in Hospitality Management or related field.
• 3–5 years of front office or receptionist experience, with at least 1–2 years in a senior or supervisory role.
• Strong knowledge of hotel PMS (Opera/Protel/Fidelio or similar).
• Excellent communication and interpersonal skills.
• Strong leadership, conflict resolution, and problem-solving abilities.
• Well-groomed, professional, and customer-oriented.
• Ability to multitask, work under pressure, and handle peak periods efficiently.
• Fluent in English; additional languages are an advantage.