Job Description

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.