Reception Manager
On behalf of a client, a wellness and retreat resort within a fast-growing group in Pafos, w are looking to recruit a Reception Manager.

Objective
The Reception Manager will oversee the daily operations of the front desk team and ensure exceptional service for all guests. This role is key in managing customer relations, resolving issues efficiently, and providing a positive, welcoming atmosphere at the hotel.
The Reception Manager will be the primary point of contact for guests, addressing concerns, troubleshooting problems, and ensuring that guests have a seamless and pleasant stay.

Position’s Duties and Responsibilities
Customer Relations & Service:

Serve as the first point of contact for guests, ensuring a welcoming, friendly, and professional experience.
Anticipate guest needs and provide personalized service to enhance guest satisfaction.
Address and resolve guest complaints or concerns promptly and professionally, ensuring a positive resolution and follow-up.
Develop and maintain strong relationships with regular guests, creating a loyal customer base.
Handle guest check-ins and check-outs efficiently, ensuring smooth operations during peak hours.

Team Leadership & Training:

Supervise, mentor, and train front desk staff, ensuring high standards of customer service are met consistently.
Foster a positive work environment where team members are motivated, engaged, and equipped to handle guest needs effectively.

Problem-Solving & Conflict Resolution:

Take a proactive approach to identifying and resolving potential issues before they escalate, ensuring guests' needs are met in a timely manner.
Manage special requests, last-minute bookings, and any operational challenges that arise during a guest's stay.
Collaborate with other hotel departments to resolve issues and ensure a smooth guest experience (e.g., housekeeping, maintenance, catering).
Handle guest complaints and difficult situations with tact, diplomacy, and efficiency to maintain guest satisfaction and loyalty.

Operational Support:

Ensure all guest-related information is accurately recorded in the property management system.
Manage booking inquiries and ensure the efficient allocation of rooms based on availability and guest preferences.
Assist with the coordination of group bookings, special events, and VIP guest services.
Maintain knowledge of hotel policies, procedures, and pricing to effectively assist guests and staff.

Administrative Duties:

Assist with scheduling and staffing to ensure front desk coverage during busy periods.
Review guest feedback and online reviews, implementing necessary improvements to enhance the guest experience.
Maintain accurate reports on front desk operations, guest interactions, and team performance.

Position’s Requirements

Degree in Hospitality Management or any other related field.
Proven experience in a customer service or hospitality management role, preferably in a hotel reception or front desk environment.
Fluency in English language
Strong problem-solving skills and the ability to remain calm under pressure.
Excellent interpersonal and communication skills, with a passion for guest service and relationship-building.
Leadership and team management experience, with a track record of motivating and developing staff.
Ability to multitask and prioritize in a fast-paced environment.
Proficiency in hotel management software (e.g., Opera, Protel, etc.) and MS Office Suite.
Flexibility to work weekends, holidays, and evening shifts as required.

Reception Manager, Pafos – RM/04/25