Liaise with all departments to ensure smooth and coordinated operations.
Personally welcome and escort VIP guests; authorize courtesies and ensure VIP room inspections with Housekeeping.
Maintain and regularly update guest profiles; ensure guest needs are anticipated and fulfilled.
Ensure efficient and professional check-in and check-out experiences.
Handle guest inquiries and complaints tactfully, ensuring timely follow-up and resolution.
Is an ambassador of the loyalty program among the guests and knows all its benefits.
Supervise and support the Front Office team; conduct daily briefings and monitor service standards.
Ensure team members adhere to all Human Resource and hotel policies.
Review rate variances, billing instructions, and guest credit to ensure revenue control and accuracy.
Manage full-house situations and coordinate guest relocations when necessary.
Oversee lobby and driveway operations, ensuring accessibility, safety, and guest comfort.
Log and report all security incidents and emergencies; ensure safety procedures are followed.
Conduct Night Audit processes and ensure compliance with hotel standards.
Communicate key operational updates and guest feedback to the Rooms Division Manager.
Maintain knowledge of hotel facilities, F&B outlets, and emergency procedures.