About the Role
Key Responsibilities
Front Office Operations
Assist in managing daily front office activities including reception, guest services, concierge, and guest relations.
Ensure seamless check-in and check-out experiences in line with luxury service standards.
Handle guest feedback, complaints, and special requests professionally and promptly.
Monitor room allocation, VIP arrivals, and guest preferences to enhance the guest experience.
Guest Experience
Maintain high visibility in the lobby and public areas to engage with guests.
Ensure personalized service and adherence to brand standards at all touchpoints.
Support service recovery efforts to maintain high guest satisfaction scores.
Team Leadership
Supervise, train, and motivate front office colleagues to deliver exceptional service.
Assist in scheduling, performance management, and team development.
Foster a positive work environment and ensure grooming and service standards are met.
Financial & Administrative Duties
Support departmental budgeting and cost control initiatives.
Monitor upselling opportunities and revenue optimization at the front desk.
Ensure accuracy of billing, cashiering procedures, and daily financial reports.
Compliance & Standards
Ensure adherence to hotel policies, safety procedures, and brand operating standards.
Maintain strong coordination with Housekeeping, Reservations, Revenue, and other departments.