Job Description
Key Responsibilities
- Guest Services:
- Serve as the main point of contact for guest inquiries, concerns, and special requests, ensuring immediate attention and resolution.
- Provide personalized service to VIP guests and regular patrons, ensuring their expectations are exceeded.
- Handle guest complaints with diplomacy and tact, offering solutions to ensure a positive outcome.
- Operational Oversight:
- Oversee the daily operations of the hotel during your shift, including Front Office, Housekeeping, Food & Beverage, and other departments as required.
- Ensure that all departments adhere to hotel policies, health and safety regulations, and service standards.
- Conduct regular walk-throughs and inspections of public areas, guest rooms, and back-of-house areas to maintain the highest levels of cleanliness, organization, and functionality.
- Coordinate with various departments to handle operational issues, maintenance, or service disruptions efficiently.
- Staff Management:
- Supervise and support hotel staff, ensuring proper service delivery and adherence to hotel standards.
- Assist in scheduling and staff assignments, ensuring adequate coverage during peak times.
- Lead by example in maintaining professionalism, a positive attitude, and teamwork among all hotel employees.
- Crisis Management:
- Act as the hotel's first point of contact during emergencies, ensuring guest safety and coordinating response with security and management teams.
- Handle situations such as guest medical emergencies, property damage, or safety hazards calmly and effectively.
- Leadership and Training:
- Mentor and train staff members to ensure they understand their roles and responsibilities, promoting continuous improvement in service quality.
- Address and resolve any staff performance issues that arise during your shift, escalating where necessary.
- Guest Relations:
- Build strong relationships with guests to encourage repeat business and positive reviews.
- Manage guest feedback effectively, working with senior management to enhance guest satisfaction and service offerings.
Qualifications
- Minimum 3-5 years of experience in a supervisory or managerial role within a luxury hotel or resort.
- Strong leadership, communication, and problem-solving skills.
- Ability to manage multiple tasks and departments effectively in a fast-paced environment.
- A high level of professionalism, with a strong sense of responsibility and commitment to guest satisfaction.
- Proficiency in hotel management systems and Microsoft Office Suite.
- Excellent interpersonal skills and a guest-focused mindset.
- Flexibility to work shifts, including nights, weekends, and holidays as required.
Additional Information
- Professional development opportunities to give you the best career path
- Competitive rates of pay
- Discounted rates for accommodation, spa treatments & Food and Beverage
- Staff parking
- Use of spa/ gym facilities
- Uniforms provided and free meals on duty