This position is accountable for the efficient provision of Front Desk and Service Centre team through effective administration. Work within budgeted guidelines established by the property, manage guest activity related hotel functions by monitoring standards, implementing service standards and exercising quality control in various sections, and co-ordination of the manning and operational duties for the day and evening shifts.
• Ensures both Front Desk and Service Centre teams maintain complete knowledge of and comply with all departmental policies, service procedures and standards on a daily basis.• Monitor TrustYou and take necessary action to ensure service level and engagement are always up to hotel standard and goal set by the management in order to maintain high customers’ satisfaction and loyalty.• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.• Maintain positive guest relations at all times. • Resolve guest complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of assigned work areas. • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.