Customer Service Head

Job Summary

The Head Receptionist is responsible for overseeing front desk operations, ensuring smooth guest/client reception services, and maintaining high standards of customer experience. The role includes supervising reception staff, managing daily administrative front office activities, handling escalated customer inquiries, and ensuring efficient communication between departments. The ideal candidate will demonstrate strong leadership, excellent communication skills, and the ability to maintain professionalism in a fast-paced environment.

Key Responsibilities

• Supervise and coordinate daily front desk and reception activities.
• Ensure all guests, clients, or visitors are welcomed professionally and efficiently.
• Manage appointment scheduling, reservations, check-ins, and inquiries.
• Handle escalated customer complaints and ensure timely resolution.
• Train, guide, and support reception staff to maintain service standards.
• Monitor reception procedures to ensure consistency and quality of service.
• Maintain accurate records of visitors, calls, and front desk activities.
• Coordinate with other departments to ensure smooth communication and service delivery.
• Ensure front office equipment and systems are functioning properly.
• Prepare daily, weekly, and monthly reception activity reports.

Requirements

• Diploma or Bachelor’s degree in Hotel Management, Business Administration, Tourism, or related field.
• Minimum of 3 years and above experience in reception, front office, or customer service roles.
• Experience in hospitality service would be an advantage
• Proven experience in supervising or leading a team is an advantage.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Good problem-solving and conflict resolution skills.
• Proficiency in basic computer applications and office systems.
• Professional appearance and customer-oriented mindset.

Key Competencies

• Leadership and Team Supervision
• Customer Service Excellence
• Communication and Interpersonal Skills
• Time Management and Organization
• Problem Solving and Decision Making
• Attention to Detail

Skills Required:

• Hotel / Tourism
• Sales / Marketing / Business / Management