Job Scope:
- Operations Management:
- Oversee the day-to-day operations of the hotel, including front desk, housekeeping, security, and other departments, to ensure efficient and seamless service delivery.
- Coordinate with department heads, assign tasks, and monitor performance to maintain high service standards and guest satisfaction.
- Guest Relations:
- Serve as the main point of contact for guest inquiries, requests, and issues during your shift, addressing concerns promptly and ensuring guest satisfaction.
- Handle guest complaints, resolve conflicts, and escalate issues as needed to provide effective solutions and maintain positive guest relations.
- Staff Supervision:
- Supervise staff members across various departments, providing guidance, training, and support to ensure smooth operations and adherence to service standards.
- Conduct shift briefings, delegate tasks, and monitor performance to promote teamwork, efficiency, and a positive work environment.
- Emergency Response:
- Act as the primary contact for emergency situations, such as fire alarms, medical emergencies, or security incidents, following established procedures to ensure guest and staff safety.
- Coordinate with relevant authorities, implement emergency protocols, and provide support to staff and guests during crisis situations.
- Administrative Tasks:
- Manage administrative duties, including shift reports, incident logs, room allocations, and other documentation, to maintain accurate records and ensure effective communication between shifts.
- Monitor inventory levels, equipment maintenance, and service supplies to support operational efficiency and timely guest service.
- Quality Assurance:
- Conduct regular inspections of guest rooms, public areas, and operational spaces to ensure cleanliness, maintenance standards, and compliance with brand guidelines.
- Address any quality issues, implement corrective actions, and follow up to ensure service improvements and guest satisfaction.
- Revenue and Cost Control:
- Monitor room occupancy, rates, and revenue performance during your shift, identifying opportunities to optimize revenue and control costs.
- Support revenue-generating initiatives, upselling strategies, and cost-saving measures to maximize profitability and operational efficiency.
- To ensure that the use new technology and equipment is explored and implemented wherever appropriate
- Implement and promote sustainable practices in daily tasks, focusing on reducing waste, saving energy, and using resources efficiently.
Education, Qualifications:
- Previous experience in hotel operations, guest services, or a related role within the hospitality industry.
- Strong leadership skills, with the ability to supervise staff, handle challenging situations, and make decisions under pressure.
- Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and management.
- Problem-solving abilities, adaptability, and a customer-focused approach to resolving issues and ensuring guest satisfaction.
- Knowledge of hotel management systems, emergency procedures, and quality assurance standards.
- Ability to work flexible hours, including evenings, weekends, and holidays, to cover various shifts.
- Attention to detail, organizational skills, and the ability to multitask in a fast-paced environment.
Previous experience in hotel operations, guest services, or a related role within the hospitality industry.
Strong leadership skills, with the ability to supervise staff, handle challenging situations, and make decisions under pressure.
Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and management.
Problem-solving abilities, adaptability, and a customer-focused approach to resolving issues and ensuring guest satisfaction.
Knowledge of hotel management systems, emergency procedures, and quality assurance standards.
Ability to work flexible hours, including evenings, weekends, and holidays, to cover various shifts.
Attention to detail, organizational skills, and the ability to multitask in a fast-paced environment.
