Key Responsibilities
Leadership & Team Management
* Lead, motivate, and manage the full reception team, fostering a positive and professional working culture
* Provide hands-on coaching and structured support to the Head Receptionist as they transition into their new role
* Manage recruitment, onboarding, training, performance reviews, and rostering for the reception team
* Ensure clear communication, accountability, and teamwork across all reception shifts
Operations & Systems
* Oversee daily front desk operations to ensure smooth, efficient service delivery
* Act as the primary escalation point for guest concerns, complaints, and complex situations
* Ensure full and correct use of Opera PMS, including reservations, billing, reporting, and audits
* Maintain and improve front office procedures, standards, and compliance
Guest Experience
1. Drive a consistently high level of guest satisfaction and service excel...