Summary of Responsibilities:
The main responsibilities and tasks of this position are as listed below, but not limited to these:
- Assign sufficient manning to cater for daily operational needs
- Planning of group movement/arrivals/departures and ensuring operational efficiency
- Ensure smooth running of driveway and traffic flow in particular during heavy check-in/out of groups arrival/departure and functions/events in hotels
- Liaise and coordinate with Convention Organizer to ensure efficient error free handling of group luggage and deliveries as well as smooth traffic flow at driveway
- Plan and review rosters to ensure productivity goals are met
- Lead the Guest Services team to personalize the guest arrival/departure experience
- Conduct audit checks on colleague鈥檚 service standards and ensure compliance with hotel standards
- Personal involvement in the arrival, rooming, and departure of key/VIP guests
- Presence at lobby and driveway at critical guest flow time
- Planning, reviewing, training, monitoring, evaluation and counseling of employees
- Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
- Attend any department and operational meetings
- Attend to emergency situations
- Handling and investigation of guest requests/complaints