Reception Manager

Job Summary

Maximize business revenue and profit objectives by managing the reception area in compliance with the brand’s quality standards and ensuring that all Reception teams achieve revenue-set targets. Maintain a high level of efficiency and customer satisfaction through providing the customer with an excellent service experience.

Responsibilities:

• Set the objectives and provide clear guidelines to the team in managing the daily service in Reception areas.
• Monitor approved departmental policies, processes, procedures and instructions to be implemented by subordinates so that work is carried out in a controlled manner.
• Provide close monitoring of the workflow of the account managers’ Job orders in the workshop in alignment with the workshop manager and service manager to guarantee that the vehicle repair/maintenance process is executed in a timely and efficient manner.
• Ensure that all Job Orders, Invoices, other supporting documents and records are filed in the designated manner.
• Ensure the vehicle is received efficiently and professionally according to the quality standards, to assure the customer that his vehicle is in safe hands.
• Maintain adherence of the team to the quality standard of operation and manufacturer-recommended procedure standards while dealing with customers' vehicles.
• Ensure that team members have the required knowledge about the brand’s procedure standards, including insurance and warranty policies and instructions.
• Control all operations that take place in the reception area ensuring a uniform quality service is being introduced in addition to the reception resources (account manager, cashier, office supplies, computer system, etc.) to ensure fulfilment of customer requirements.
• Handle customer complaints, when necessary, by ensuring that the customer’s problems have been solved and that customer inconvenience complaints are dealt with fairly and quickly.

Qualifications:

• BSc. Mechanical Engineering or equivalent.
• MBA in business administration is preferred.
• 6-8 experience in-service operation in a reputable dealership of which 2 years should be in a Managerial capacity.