Job Description
Key Responsibilities:
* Guest Services:
o Serve as the main point of contact for guest inquiries, concerns, and special requests, ensuring immediate attention and resolution.
o Provide personalized service to VIP guests and regular patrons, ensuring their expectations are exceeded.
o Handle guest complaints with diplomacy and tact, offering solutions to ensure a positive outcome.
* Operational Oversight:
o Oversee the daily operations of the hotel during your shift, including Front Office, Housekeeping, Food & Beverage, and other departments as required.
o Ensure that all departments adhere to hotel policies, health and safety regulations, and service standards.
o 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.
o Coordinate with various departments to handle operational issues, maintenance, or service disruptions efficiently.
* Staff Management:
o Supervise and support hotel staff, ensuring proper service delivery and adherence to hotel standards.
o Assist in scheduling and staff assignments, ensuring adequate coverage during peak times.
o Lead by example in maintaining professionalism, a positive attitude, and teamwork among all hotel employees.
* Crisis Management:
o Act as the hotel's first point of contact during emergencies, ensuring guest safety and coordinating response with security and management teams.
o Handle situations such as guest medical emergencies, property damage, or safety hazards calmly and effectively.
* Leadership and Training:
o Mentor and train staff members to ensure they understand their roles and responsibilities, promoting continuous improvement in service quality.
o Address and resolve any staff performance issues that arise during your shift, escalating where necessary.
* Guest Relations:
o Build strong relationships with guests to encourage repeat business and positive reviews.
o 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