Job Description

Key Responsibilities

Guest Experience

• Ensure guests receive exceptional service throughout their stay.
• Personally handle VIP arrivals, departures, and special requests.
• Resolve guest complaints and service recovery situations promptly and professionally.
• Conduct regular guest interactions and follow up on feedback.

Operational Management

• Monitor daily hotel operations to ensure compliance with brand standards and procedures.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other departments.
• Conduct routine inspections of guest areas and operational facilities.
• Ensure smooth room allocation and occupancy management.

Team Leadership

• Provide guidance and support to colleagues during shifts.
• Coach and train team members to maintain service excellence.
• Promote effective communication among departments.
• Assist in managing staffing and operational resources as needed.

Safety & Security

• Act as the hotel's emergency response leader during assigned shifts.
• Ensure compliance with hotel safety, security, and fire-life-safety procedures.
• Respond to emergencies, incidents, and accidents, preparing reports when required.
• Maintain a safe environment for guests and employees.

Financial & Administrative Duties

• Monitor and control operational expenses where applicable.
• Prepare daily shift reports and incident reports.
• Ensure accurate handling of guest accounts, billing concerns, and cash management procedures.
• Support revenue-enhancing initiatives and upselling opportunities.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum 3-5 years of hotel operations experience, including supervisory responsibilities.
• Strong leadership, communication, and problem-solving skills.
• Excellent guest relations and conflict resolution abilities.
• Proficiency in hotel property management systems (Opera preferred).
• Good command of English; additional languages are an advantage.
• Ability to work flexible shifts, including weekends and public holidays.

Competencies

• Leadership & Teamwork
• Customer Focus
• Decision Making
• Problem Solving
• Communication Skills
• Adaptability
• Attention to Detail
• Service Excellence

Reporting To

Rooms Division Manager / Front Office Manager / Hotel Manager (as per hotel structure)