Liaise with Housekeeping, Maintenance, Security, Finance, and other departments to ensure guest requests and operational requirements are fulfilled promptly.
Supervise, guide, and support front office staff and ensure adherence to SOPs, and promote continuous improvement in service quality.
Monitor room availability, oversee reservation accuracy, optimize room allocation, and maximize occupancy while minimizing booking discrepancies.
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Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
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Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment
Ability to work flexible hours, including nights, weekends, and holidays.
Communicate closely and regularly with Housekeeping Supervisor on room status; arrange/prepare site inspection rooms for Sales & Marketing on a daily basis and coordinate with Engineering and Housekeeping on RPM (Preventive Maintenance) daily on the blocking and releasing after completion.
Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to guests.
Elevate Guest Experience – deliver our Loyalty Experience by acknowledging our IHG One Reward Club members. Stay one step ahead of guests’ needs – record and act on preferences, handle messages, requests, questions and concerns proactively. Be a trusted contact for all guests.
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