Reception Manager

POSITION OVERVIEW: The Reception Manager is responsible for overseeing all reception and guest welcoming operations within the dining hall, ensuring a professional, welcoming, and efficient first point of contact for guests. Reporting into the Operations Manager while working closely with the Venue Manager and in conjunction with Assistant managers. The role manages the reception team, including the Head Hostess and Hostesses / Receptionists, ensuring that service standards, guest engagement, and operational procedures are consistently maintained. The Reception Manager plays a key role in enhancing the overall guest experience by supervising reception operations, coordinating guest flow, and ensuring accurate communication of the dining hall’s offerings and events. While primarily a managerial role, the Reception Manager will also support and cover reception shifts when required to maintain operational coverage. CORE RESPONSIBILITIES: 1. Reception Operations Management • Oversee the 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. 2. 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. 3. 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. 4. Operational Support & Shift Coverage • Support reception operations by covering 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. 5. 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.

Reception Operations Management: Oversee the 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: Support reception operations by covering 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.