Reception Manager

Dubai (Emirate) (AE)
08 Sep 2016
06 Oct 2016
Job Level

Job Title: Reception Manager

Position Type: Full Time

Reporting To: General Manager


  • Supervise and control the running of the reception in line with our Mission Statement and Cycle of Service
  • To prepare the reception area , including all necessary mise-en-place for service; handle reservations in a professional, efficient , accurate and courteous manner
  • To recruit and train the reception team including the Head hostess and hostesses;
  • ​​To treat our guests like Superstars!


  • To supervise the professional greeting of guests, to the highest standards and maintain overall responsibility for reservations and enquiries ;
  • To ensure all line reception staff abide to our Cycle of Service at all times;
  • To ensure that reception staff is reporting for duty and that the department is adequately staffed;
  • Ensure breaks are organized in accordance with fluctuations in the volume of business;
  • Report and liaise regularly with General Manager regarding departmental performance and ensure he is informed of any relevant information or issues;
  • Perform a duty manager role while on shift when required , taking sole duty management responsibilities for the Venue and dealing with any issues that may arise during shift;
  • To liaise with customers regarding special functions and cater for all their requirements and requests whenever possible;
  • To ensure that table allocation is impeccable in line with the daily reservations;
  • To supervise the co-ordination of VIP Functions and events;
  • To ensure that Briefing sheet is produced daily in a timely and accurate fashion listing special occasions , dietary requirements , table preferences and highlighting Vip;
  • To ensure Event Function Sheets are prepared;
  • To ensure that faults and defects are reported to Maintenance and actioned without delay;
  • Manage the implementation and maintenance of any change or upgrade in software reservation systems
  • To maintain high standards of morale and personal appearance of all staff;
  • To ensure fair and equitable discipline, yet complying with Company regulations;
  • To investigate and action the causes of staff grievances;
  • To be aware of all statutory regulations affecting safety and ensure that any safety hazard is rectified;
  • To ensure that all supplies are timeously requested, correct stock levels maintained and stored under optimum conditions;
  • To ensure regular stocktaking of all operating equipment at specified intervals;
  • To ensure that operating equipment is used properly and not abused, e.g. serviettes and waiters' cloths used for cleaning;
  • To ensure effective communication by attending meetings as required and holding staff meetings on a regular basis to impart information;
  • To hold regular On-the-Job training sessions to ensure that staff can perform their duties correctly and effectively;
  • To give feedback on guest complaints and comments;
  • To maintain a high degree of interest in self-development;
  • To clean agreed designated areas, in accordance with laid-down procedures, morning/evening routines and hygiene requirements;
  • To be totally familiar with the composition of all menu items;
  • To serve food and beverages in accordance with laid-down standards, but above all in a professional and courteous manner;
  • At all times to be aware of and practice good customer relations, assisting the guest in any way which does not adversely affect other customers;
  • To attend to customer complaints satisfactorily;
  • To be continually aware of, and maintain, the highest standards of personal hygiene and ensure that any subordinate staff adhere to this as well;
  • To attend meetings and training courses as required;
  • To consistently ensure that a staff briefing is held on a daily basis at the agreed time;
  • To do staff appraisal once a year without fail;
  • To conduct staff end of probation period as per the local employment laws and agreed time lines;
  • To maintain internal staff files with training documents, appraisals, and any other relevant documents;
  • To take part in any fire or evacuation drills and ensure complete familiarization with all exits, including those normally used by customers, as well as fire escapes;
  • Ensure any suspicious packages or parcels reported to management are assessed and reported without delay to the relevant authorities;
  • To act as a positive ambassador for the business;
  • Carry out any other reasonable request asked by the management