Job Purpose
To manage all front-of-operations at the automotive service center, ensuring a professional, welcoming, and efficient experience for customers across all serviced brands. The Reception Manager oversees the reception team, coordinates front-desk activities, and upholds the premium brand image of both the exclusive dealer and sub-dealer brands, while supporting overall customer satisfaction.

Duties & Responsibilities

1. Front-of-House Operations Management

• Oversee the daily operations of the reception area across all brands serviced

• Ensure smooth customer flow from arrival, check-in, and appointment handling to departure

• Supervise reception staff in delivering consistent, professional service standards

• Maintain a clean, organized, and welcoming reception environment that reflects the brand image

2. Multi-Brand Customer Handling

• Manage customer reception and check-in processes for all related brands

• Ensure correct identification and recording of the customer's brand, vehicle model, and service needs

• Coordinate brand-specific service protocols and customer expectations accordingly

• Ensure reception staff are knowledgeable about each brand's service offerings and requirements

3. Appointment & Scheduling Management

• Oversee the appointment booking system, ensuring efficient scheduling across all service advisors and customer service team

• Manage peak-time scheduling to optimize workshop capacity and minimize customer wait times

• Handle appointment confirmations, reminders, and rescheduling

• Coordinate with Service Advisors to ensure a smooth handover between reception and service

4. Team Supervision & Training

• Lead, train, and supervise reception staff across all areas of their duties

• Provide training on customer service etiquette, communication, and brand standards

• Schedule reception staffing to ensure adequate coverage during operating hours

• Conduct performance reviews and set service-quality KPIs for the reception team

5. Customer Service & Complaint Handling

• Act as the first point of escalation for customer inquiries and initial complaints

• Ensure accurate recording and timely resolution of customer issues

• Follow up on customer feedback and satisfaction throughout the service visit

• Maintain a courteous, professional, and brand-appropriate demeanor at all times

6. Communication & Coordination

• Manage front-desk systems, and general inquiries

• Coordinate with Service Advisors, workshop, CR, and cashiers for seamless operations

• Communicate with the facilities and administrative teams regarding reception-area needs

• Ensure clear and timely communication of customer status to relevant departments

7. Documentation & Records

• Ensure accurate capture and updating of customer and vehicle information in the system

• Oversee proper handling of service records, vehicle handover keys, and documentation

• Maintain a log of customer visits, walk-ins, and appointment data for reporting

• Prepare reception performance and activity reports for management

8. Brand Image & Standards Compliance

• Ensure the reception area reflects the premium standards of the related brands

• Oversee display materials, signage, and promotional content within the reception area

• Ensure staff uniform, grooming, and presentation align with brand guidelines

• Uphold a consistent premium experience that strengthens customer loyalty

9. Feedback & Continuous Improvement

• Monitor customer satisfaction related to front-of-house experience

• Gather and analyze customer feedback to identify areas for improvement

• Implement service enhancements and support management initiatives

Requirements

• Bachelor's degree in Mechanical, Automotive, Engineering, or any other related field

• 5–7 years of experience in reception, ideally in automotive industry

• Excellent communication, presentation, and interpersonal skills

• Professional appearance with a strong customer-service orientation

• Ability to manage multiple brands and adapt to varying service standards

• Proficiency in scheduling/booking systems, CRM, and MS Office

• Strong leadership, organizational, and time-management abilities

• Ability to handle pressure, resolve conflicts, and manage peak workloads professionally

• High attention to detail and a commitment to delivering a premium customer experience