1. Guest Experience & VIP Management
- VIP Handling: Personally oversee the arrival and departure of VIPs, loyal guests, and high-profile dignitaries, ensuring highly personalized, white-glove service.
- Complaint Resolution: Handle and swiftly resolve escalated guest complaints with authority, utilizing the Hotel Service Recovery Framework to maintain the hotel’s reputation for excellence.
- Guest Interaction: Frequently walk the floor and lobby to engage with guests, ensuring their expectations are not just met, but consistently exceeded.
2. Operational Supervision & Department Coordination
- Cross-Department Liaising: Coordinate seamlessly with Front Office, Housekeeping, Food & Beverage, and Engineering teams to ensure 24-hour service flows perfectly.
- Shift Handovers: Conduct comprehensive pre-shift briefings and post-shift handovers using Hotel Shift Management Tools to log all daily arrivals, operational changes, and VIP movements.
- Quality Assurance: Perform routine inspections of hotel public areas, guest rooms, and dining outlets to guarantee aesthetic, hygiene, and luxury standards are maintained.
3. Safety, Security & Crisis Management
- Emergency Response: Serve as the primary incident commander during unforeseen emergencies, medical situations, or severe weather events.
- Security Protocols: Monitor the Hotel Security Systems alongside the security team to ensure guest safety, enforce privacy policies, and manage any undesirable conduct in public areas.
4. Financial & Administrative Control
- Revenue Monitoring: Review daily occupancy, average daily rates (ADR), and revenue reports to monitor business performance during the shift.
- Financial Approvals: Authorize special rate adjustments, billing rebates, or complimentary services according to delegated authority limits.
5. Staff Leadership & Training
- Team Support: Act as a mentor and operational guide to frontline staff, fostering a culture of 5-star hospitality.
- Performance Tracking: Monitor staff productivity, grooming standards, and attendance, stepping in to support departments during peak hours.
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
