Reception Manager (m/f) 100%

Job Profile – Reception Manager

Department: Reception / Front Office

Reporting line: Under the responsibility of the Hotel Manager or the General Manager.

Workplace: Luxury hotel establishment – 5-star Hotel, private residences, and prestige chalets.

Contract type

• Seasonal CDD
• Full time
• Variable hours including weekends, public holidays, and peak activity periods

Job Mission

The Reception Manager is responsible for the organization, coordination, and smooth running of the Reception service. He/She guarantees a personalized welcome and excellence in service throughout the clients' stay, in accordance with the establishment's standards. He/She supervises the Front Office teams, ensures the quality of the customer experience, and ensures efficient management of daily operations.

Main Responsibilities: ##

Team Management

• Supervise, motivate, and support Receptionists, Guest Relations Agents, Night Auditors, and other Front Office collaborators.
• Organize schedules and ensure optimal staff distribution.
• Recruit, integrate, train, and support new collaborators.
• Develop team skills through regular follow-up and training actions.
• Carry out performance evaluations and set individual objectives.

Operational Management

• Supervise daily reception operations.
• Guarantee the fluidity of client arrivals, departures, and stays.
• Ensure proper management of reservations, special requests, and client files.
• Control billing, collection, and cash closing procedures.
• Ensure room management in coordination with Housekeeping and other departments.

Customer Experience

• Guarantee a warm, personalized, and professional welcome.
• Ensure a high level of customer satisfaction throughout the stay.
• Manage complaints with diplomacy, efficiency, and responsiveness.
• Anticipate client needs and propose suitable solutions.
• Ensure compliance with service standards specific to luxury hospitality.
• Inter-departmental Coordination
• Collaborate closely with Housekeeping, Concierge, Catering, Spa, Maintenance, and Revenue Management teams.
• Participate in operational meetings.
• Ensure fluid communication between different services.
• Administrative and Financial Management
• Control cash operations and daily reports.
• Ensure the accuracy of client data and billing operations.
• Participate in monitoring performance indicators (occupancy, ADR, RevPAR, customer satisfaction, etc.).
• Contribute to budget compliance and revenue optimization.
• Quality and Compliance
• Guarantee compliance with internal procedures, confidentiality policies, and data protection.
• Ensure compliance with safety rules and emergency procedures.
• Control the application of the establishment's quality standards.
• Participate in quality audits and implement corrective actions.

Required Profile ##

Education

• Degree in hospitality, tourism, or hotel management (Hotel School, Bachelor, or equivalent).
• Any additional training in management is an asset.

Experience

• Minimum 3 to 5 years of experience in Front Office.
• Proven experience in a supervisory role in reception.
• Imperative experience in a high-end or luxury hotel establishment (4 or 5 stars).

Technical Skills

• Excellent mastery of reception operations.
• Good knowledge of hotel management software (PMS such as Opera, Protel, Mews or equivalent).
• Mastery of Microsoft Office tools.
• Knowledge of reservation, billing, and collection management techniques.
• Good understanding of hotel performance indicators.
• Personal Skills
• Leadership and ability to unite a team.
• Excellent presentation.
• Sense of customer service.
• Organization and rigor.
• Excellent communication skills.
• Management of priorities and emergency situations.
• Diplomacy and discretion.
• Spirit of initiative.
• Result orientation.
• Attention to detail.

Languages

• Fluent French and English (oral and written).
• A third language is an asset (German, Italian, Spanish, Russian, or Arabic depending on the clientele).

Special Conditions

• Variable hours, including weekends and public holidays.
• Possible participation in on-call duties or standby.
• Compliance with the establishment's presentation standards and uniform.
• Absolute respect for the confidentiality of client-related information.
• Performance Objectives
• Guarantee an excellent customer experience.
• Maintain a high level of customer satisfaction and loyalty.
• Optimize the performance of the Reception service.
• Develop team skills.
• Ensure compliance with internal procedures and quality standards.
• Contribute to the economic performance and the prestige image of the establishment.
• Desired Qualities
• Leadership.
• Sense of excellence.
• Customer orientation.
• Team spirit.
• Rigor.
• Reactivity.
• Availability.
• Professionalism.
• Adaptability.
• Sense of responsibility.