Guest Relations Supervisor - Reception (Hospitality Industry)

SUMMARY:
The Receptionist Team Leader oversees daily reception and concierge operations

POSITION INFO:

Team Leader - Reception
Retail Client Services
Location: Cape Town

Details of Position

Overview

Our receptionists are dedicated to creating lasting relationships with clients by providing exceptional service that builds trust and confidence. The Receptionist Team Leader oversees daily reception and concierge operations, ensuring excellent client service and efficient administrative support. This role includes planning and coordinating front desk activities and leading and supporting a team of Receptionists and Beverage Servers across the CPT, JHB, PTA, and DBN region to uphold the client’s service standards and values.

Education & Experience

• Education: Relevant diploma in hospitality, and additional qualifications in office administration are advantageous.

• Experience: Proven experience in the hospitality and/or corporate industry in a similar client service role, with at least 2 years’ experience in a supervisory role.

Responsibilities

• Team Management: Lead, mentor, coach, develop, and supervise a team of receptionists and beverage servers at an optimal level, ensuring they provide excellent client service and adhere to company values, policies, and procedures.

• Facilitate a culture of continuous personal and environmental improvement.

• Foster and maintain a cohesive team service culture.

• Conduct spot checks of tasks processed daily by team members.

• Training: Conduct/facilitate training sessions for new team members and provide ongoing support and development for the team.

• Facilitate and disseminate client servicing and process knowledge.

• Identify & address training needs of the receptionists and beverage servers.

• Coaching and Development: Evaluate and coach receptionists' calls & emails against client service standards.

• Monitor RSC processes and practices to identify and act on opportunities for operational improvement.

• Conduct monthly check-ins with each team member to coach and develop their skills and development areas.

• Client Service: Address and resolve any escalated client service issues or complaints promptly and professionally.

• Manage the ongoing relationship between clients as well as internal stakeholders.

• Front Desk Operations: Oversee the daily operations of the reception and concierge area.

• Scheduling: Coordinate and manage the team’s schedules to always ensure adequate coverage.

• Recruitment: Assist with the recruitment and selection processes for the team.

Skills

• Strong interpersonal skills (effectively manage key stakeholder relationships).

• Proficiency in Microsoft Office Suite and office management software.

• Ability to handle sensitive information with confidentiality.

• Strong motivational ability and coaching skills (ability to positively influence behavior).

• High adaptability, vigour, resilience, and agility (ability to manage a heavy workload and multiple tasks, able to function positively under pressure).

• Excellent planning and organizational skills (able to prioritize).

• Ability to identify gaps in processes and procedures and problem-solve.

• Proactive, independent worker, and forward-thinking (use initiative).

• Sound knowledge of client products, processes, and systems.

• High level of professionalism and attention to detail.

• Ability to drive results through others.

• Ability to remain calm under pressure.