Lead the Front Office team by example, ensuring the delivery of Hox service standards through consistent coaching and LQA guideline implementation.
Conduct high-energy daily briefings to communicate VIP arrivals, operational targets, BEO updates, and general hotel "news & info."
Take ownership of departmental projects including Upselling initiatives, Visionline updates, and Concierge enhancements.
Oversee room inventory and overbooking strategies in Opera Cloud. Manage OOS/OOO rooms and balance categories in lockstep with Revenue and Maintenance.
Plan and execute strategies for future and in-house groups. Coordinate with GME for PMS accuracy and lead the team through BEO requirements.
Monitor Accor-specific systems (FastCom, Hotellink, ResaWeb) and ensure all digital guest communication (Duve, OTA messages) is handled with expertise.
VIP & Surprises: Oversee the end-to-end VIP procedure - from profile checks in Opera to executing "Surprise & Delight" moments.
Act as the primary point of escalation for guest complaints, using empathy and speed to turn "glitches" into "wins."
Analyze Revinate socials and surveys to identify "Nifty-Fifties" and share actionable insights with other Department Heads.
Maintain the "Look & Feel" of all public areas, managing the Hox Shop inventory and ensuring our Hox bikes are adventure-ready
Ensure strict adherence to credit policies. Monitor Adyen & Stripe for billing accuracy and resolve open folios/payment links promptly.
Lead the response for fire alarms, medical emergencies, and security issues, liaising with local authorities when necessary.
Support the desk during peak traffic, cover breaks, and take over departure checks so the team can remain "eyes-on-guest."