Consistently offer professional, friendly and engaging service
Handle guest concerns and react quickly, logging and notifying proper areas and making decisions regarding proper next steps
Assist with the monthly departmental meetings
Balance operational, administrative and Colleague needs
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Follow all safety policies
Review current day鈥檚 expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
Deliver a seamless guest experience from pre-arrival through departure, ensuring personalized service and attention to detail at every touchpoint.
Oversee check-in/check-out processes, room readiness, and guest preferences, including VIP handling and special setups.
Act as first point of contact for concierge-related services, arranging dining, spa, and activity itineraries when needed.
Collaborate with Food & Beverage, Sales & Marketing, and Rooms Operations to ensure timely amenities and support promotional initiatives.
Respond promptly to guest inquiries and complaints, ensuring effective resolution and follow-up, including personalized recovery communications.
Monitor guest feedback and service trends to implement improvements.
Lead and mentor teams, fostering engagement through training, coaching, and recognition programs.
Support MOD shift coverage as needed. You are familiar with all policies and procedures relating to the Front Desk and Guest Services providing hands-on support as needed
Ensure compliance with LQA, Forbes, and brand standards through audits and corrective actions.
Collaborate with Revenue Management to align guest experience initiatives with business goals.
Represent Rooms Division in leadership forums and champion luxury service culture across departments.
Manage budgets and prepare monthly reports on guest satisfaction and recovery metrics
Assist guests with transportation and experience bookings as well as knowledge of the local area.