Reception Manager

Job Function

Reception Operation

• Ensure smooth day-to-day operations at the front desk and lobby.
• Keeping to Momentus minimum operating standards and SOPs.
• Accountable for all activities at the Reception desk.
• Coordinate with relevant departments to create and deliver holistic guest experience.
• Maintain a welcoming and pleasant environment.

Staff Management – Task Assignments and Performance Review

• Motivates and create a conducive working environment.
• Promotes teamwork and take interest in staff well-being.
• Fairly assign and distribute tasks and assignments to the team.
• Monitor team performance and provide necessary support.
• Handles conflicts and grievances, if any.

Staff Training & Competency

• Mentor and coach every team member.
• Conduct training needs analysis and identify competency gaps.
• Have scheduled/repeated training with role play on soft skills.
• Constantly measure staff performance and deliverables.

Duty Roster

• Prepare and update duty rosters to ensure adequate staffing at all times.
• Adjust schedules as needed to accommodate business demands.
• Maintain proper and up to date attendance records in Prosoft.

Cashiering and Group Billings

• Responsible for cashiering functions transactions.
• Verify and ensure proper casher closing.
• Ensure staff are competent and handle all transactions according to SOPs.

Email Management

• Monitor, respond and follow-up timely to both guest and internal email.
• Ensure all guest requests, complaints, feedback are well-documented.

Service Excellence

• Maintain high standards of service quality and hospitality standards.
• Identify opportunity and initiative to add value to guest experience.
• Ensure a seamless check-in and check-out experience.
• Address guest concerns and follow through issues.

Performance Evaluation

• Assess staff performance and provide constructive feedback.
• Identify areas for improvement and recommend corrective measures.
• Reward and recognize staff contributions and maintain high team spirit.

Post Survey Reviews - GMS

• Review and analyse guest satisfaction surveys (GMS) and feedback.
• Implement required improvement, corrective and/or preventive actions.
• Communicate with the team and address service gaps.

Operation Support Team

• Room inventory and assignments are managed appropriately.
• Leads & organize groups activities from arrival to departures and billings.
• Coordinate with relevant departments on all required functions.
• Responsible for inventory and supplies.
• Manage corporate program.