**Job Mission** Supervise the reception team and operations, ensuring fast, courteous, and efficient guest service, guaranteeing compliance with the hotel's quality standards and contributing to an excellent guest experience. **Education** * High school diploma (mandatory). * Technical or higher education in Hospitality, Tourism, Administration, or related fields (desirable). **Experience** * Previous experience in hotel front desk. * Leadership experience in reception or similar roles will be a differentiator. **Technical Skills** * Proficiency in PMS (hotel management system). * Knowledge of financial routines and guest account audits. * Intermediate English (desirable). * Knowledge of safety, customer service, and hospitality. * Conflict management techniques. **Behavioral Competencies** * Leadership and inspirational attitude * Clear and welcoming communication * Emotional intelligence * Agility in decision-making * Organizational and priority management skills * Resilience and self-control * Guest focus * Proactivity and ownership mindset **Operational Management of Reception** * Supervise all reception routines: check\-in, check\-out, registrations, phone service, and basic concierge. * Monitor occupancy, reservations, overbooking, no\-show, upgrades, and group requests. * Review accounts, transactions, payment methods, and outstanding financial issues. * Resolve operational problems and urgent requests quickly and effectively. * Monitor and ensure adherence to SOPs and internal reception policies. * Conduct handovers and shift change reports. * Coordinate information flow with Housekeeping, Reservations, Events, F&B, and Maintenance. **Guest Service** * Ensure excellent and courteous in-person, telephone, and digital service. * Handle and resolve complaints, seeking immediate solutions and guest satisfaction. * Receive VIP guests and groups, coordinating specific needs with other departments. * Monitor online reviews and satisfaction indicators (Booking, TripAdvisor, internal forms). **People Management and Leadership** * Guide, train, develop, and supervise front desk agents, bellhops, and assistants. * Organize schedules, days off, shift swaps, vacations, and shift coverage. * Conduct periodic feedback, monitor performance, and support team morale. * Integrate new employees into the hotel’s routines and culture. * Encourage upselling practices and service excellence behavior. **Administrative Controls and Routines** * Manage materials, reception linens, keys, safes, and equipment. * Record incidents and monitor performance indicators. * Assist in preparing daily reports and closing guest stays. * Keep procedures, standards, and manuals up to date.