Job Overview:
You will be responsible for delivering exceptional guest experiences while demonstrating professional leadership skills.
This role involves embracing and adhering to our brand standards, as well as adhering to our health, safety, and environment policies and procedures.
Key Responsibilities:
* Manage and train a hotel team to deliver excellent customer service and adhere to hotel policies & procedures.
* Solve problems and complaints in a timely manner.
* Anticipate guest needs, handle guest enquiries, and solve problems.
* Aware of and adhere to all of our Health, Safety and Environment (HS&E) policies and procedures, and all hotel policies.
* Perform any reasonable task as requested by management.
Guest Experience:
* Acts as a Manager on Duty for guest enquiries and complaints.
* Handles guest complaints with patience and in the most professional manner, ensuring the matter is resolved.
* Ensures guest service agents are prepared for arrivals with accurate room allocations and guest preferences, working with Housekeeping department to ensure readiness of rooms and requests are provided.
* Gives personal attention to VIP, Platinum and return guests of the hotel, ensuring recognition.