Senior Reception Manager (Front Desk Manager)

Position Overview:

The Senior Reception Manager is responsible for creating a welcoming first impression and second arrival experience for all guests staying at or coming to the hotel. Additionally, they will assist guests in answering questions about the hotel, local area, attractions and events and provide recommendations and directions. The Junior Mission Control Manager reports directly to the Senior Mission Control Manager on duty.

Major Duties & Responsibilities:

• Provide an issue free environment through motivation, support, empowerment and development of crew members.
• Always extend professionalism and courtesy to fellow crew members and guests.
• Deliver unparalleled service above and beyond the norm to exceed customer expectations.
• Always manage the Mission Control desk in all areas of responsibility while maintaining a positive attitude.
• Greet and acknowledge all guests in a warm and friendly manner while remaining calm with demanding guests.
• Execute guest cabin moves as needed and communicate such to Cabin Crew managers.
• Post charges from retail into the system and obtain payment from the guest.
• Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift.
• Assist guests with luggage requests.
• Solicit and communicate guest feedback for continuous improvement.
• Own customer complaints and issues and empower oneself to seek immediate resolve.
• Ensure timely follow up on matters involving other departments and communicate back to guests.
• Demonstrate self-confidence, energy and enthusiasm always.
• Always extend professionalism and courtesy to crew members and guests.
• Attend pre-shift meetings and be current on all in-house events and citywide attractions.
• Attend Mission Control quarterly meetings.
• Perform tasks as assigned by the Director of Rooms and Senior Mission Control Managers.
• Provide and assist guests with general services and information that enhances the YOTEL guest experience.
• Maintain current listings of area attractions, activities and transportation timetables.
• Maintain current YOTEL’s information including Food and Beverage hours of operation and upcoming events.
• Ensure thorough knowledge of safety and emergency procedures.
• Maintain absolute cleanliness and ordinance of all areas and displays at Mission Control.
• Ensure cash transactions are in full compliance with standard operating procedures and exercise great care in each instance.
• Lead and cover the shift in the absence of Senior Mission Control Managers ensuring YOTEL standards.