Key Responsibilities
Guest Service & Operations
- Ensure all guests receive prompt, courteous, and professional service.
- Handle guest complaints, special requests, and escalations effectively.
- Monitor Front Office, Housekeeping, and Food & Beverage operations during shifts.
- Ensure smooth check-in and check-out processes.
- Maintain high levels of guest satisfaction and service recovery.
- Conduct lobby and public area rounds to ensure cleanliness and standards.
Team Supervision
- Supervise and support all operational departments during the shift.
- Provide guidance, coaching, and assistance to team members.
- Ensure proper grooming and adherence to hotel SOPs.
- Conduct shift briefings and communicate operational updates.
Financial & Administrative Duties
- Monitor room inventory, occupancy, and daily revenue opportunities.
- Ensure proper cash handling and billing procedures.
- Prepare shift reports and incident reports.
- Coordinate with departments regarding VIP arrivals, group movements, and special events.
Safety & Compliance
- Ensure compliance with hotel policies, brand standards, and statutory regulations.
- Handle emergency situations as per hotel emergency procedures.
- Maintain security awareness and report any suspicious activities.
- Ensure workplace health and safety practices are followed.
Guest Experience
- Build positive relationships with guests.
- Recognize repeat and VIP guests.
- Promote hotel facilities and services.
- Ensure guest feedback is addressed professionally and promptly.
Required Skills & Competencies
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Problem-solving and decision-making ability
- Ability to work under pressure
- Guest-focused attitude
- Good knowledge of hotel operations and PMS systems
- Strong organizational skills
Qualifications
- Graduate in Hotel Management or related field preferred.
- Minimum 2–4 years of hotel operational experience.
- Previous supervisory/front office experience preferred.
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