The Chedi El Gouna Hotel is looking for a Reception Supervisor or Shift Leader responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Company's quality service standards.
Key Responsibilities
Plans and supervises the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, groups and crews, and room registrations.
Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.
Carries out training for new employees and on-the-job training. Motivates staff to bring about excellent performance. Participates in the evaluation of staff performance once a year.
Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction, and maintains a record of all complaints received from all guests. Follows up when necessary.
During peak periods, provides help and support to the receptionists with check-in, check-out, and handling guest requests.
Liaises and coordinates with various departments to ensure all information on guests is accurate such as rate, room type, billing, and guest requests and oversees that guests’ specific requirements are addressed in an efficient manner.
Keeps abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
At the end of the shift, does handover reporting guest complaints, unusual situations, and incidents that need follow-up, to ensure efficiency in the operation.
Accomplishes a set of administrative duties such as running briefing, producing, reviewing, and writing reports and other specific duties related to the job function.
Qualifications
Equivalent to a College Diploma in Hospitality Management.
Minimum of 1 to 2 years experience in a receptionist position at the Front Office, preferably in an international five-star hotel.
Operational knowledge of front desk operations
Knowledge of VIP welcoming protocol
Fluency in the local language
Fluency in English
Fluency in a third language is preferable
Proficiency in Microsoft Office software: Word and Excel
