Reception Team Leader
Bendene Townhouse
10.2023 - Current
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Supervised team of 5 front desk agents and up to 4 housekeepers, and helped to resolve issues arising during shifts.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in and check-out process.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Developed and maintained positive relationships with guests for satisfaction.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Monitored staff performance and provided feedback and guidance. for both reception and housekeeping.
- Assisted management in reviewing operational procedures periodically, suggesting improvements when needed.
- Collected room deposits, fees, and payments.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Promoted additional services offered by the hotel for increased revenue generation through upselling techniques.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Utilized strong communication skills to effectively relay important information between staff members and management teams.
- Assisted in increasing hotel occupancy rates through proficient handling of reservations and room assignments.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Developed a thorough knowledge of local attractions and events to serve as an informed resource for guests seeking recommendations or directions.
- Performed administrative tasks such as filing, data entry, and inventory management to support hotel operations.
- Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
- Ensured compliance with local regulations and industry best practices regarding health, safety, and accessibility standards.
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Enhanced team performance through regular feedback sessions.
- produced an operational handover for all personnel to use
- created welcome pack/guest information booklet to be disrupted to every room
- wrote shit plans and check-list for am, pm and night shifts for team efficient performance
- invoice clients outstanding balance and create purchase orders
- Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Developed and implemented social media strategies to promote hotel services.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
