Your primary responsibilities will involve:
- Ensuring inspiring guest experiences. Smash expectations and innovate to improve efficiencies.
- Lead the Front Office or other operational teams with passion and ethics.
- Champion Accor's Loyalty Program
- Cover all areas of the operations as required by the hotel business needs, under the direction of the Hotel & General Manager.
- Preparing documents, planning for upcoming business, disseminating information to all departments, meeting/ liaising with guests, and related admin work.
- Ensuring a well-organised hotel service operation that follows our ever-evolving standards and yet operates consistently.
- Training and development of teams to enhance, grow, and achieve.
- Recruitment and staff retention, including the application of staff adhering to company policies and procedures that could include disciplinary applications according to industry regulations.
- Manage all Front Desk protocols for guests, guest experience, and staff-related work.
- Administration support to all departments of the hotel, including but not limited to purchasing, finance, human resources, sales & marketing, maintenance, etc.
- Acing guest-related work: delivering on guest requests, Day-to-day check-ins, check-outs, reservations, and room deliveries, etc.
- Coordination with Housekeeping, Maintenance, and Food & Beverage departments under the Hotel Operations Manager for efficiencies.
- Maintain and improve guest service ratings, NPS, digital media scores, and sentiments for the hotel.
- Control costs in line with budget for optimum performance at the Front Desk.
- Rostering and running a 24/7 department of roughly 16 team players.
- Maintain and build solid customer base records (database) and returning loyalty program.
- Respond to guest reviews in a timely and professional manner. (This is a KPI)
- Respond to guest-related issues and work with the department to ensure service recovery is effectively controlled.