Key Duties and Responsibilities

• Maintain a positive, professional, and motivated attitude at all times.
• Display outstanding hospitality skills aligned with the brand’s five service pillars.
• Manage day-to-day operations, ensuring quality standards and guest satisfaction are consistently achieved.
• Maintain high visibility in guest areas during peak hours and provide immediate assistance as needed.
• Interact regularly with guests to obtain feedback on service and product quality.
• Record and track guest feedback and issues in the guest response system and ensure timely follow-up.
• Handle guest complaints and resolve issues efficiently to ensure satisfaction and loyalty.
• Support and implement the guest recognition and service recovery programs.
• Serve as a role model by demonstrating professional and service-oriented behavior.
• Supervise and manage team members, ensuring understanding of roles and responsibilities.
• Observe service performance and provide ongoing feedback, coaching, and mentoring.
• Empower employees to deliver exceptional service and resolve guest concerns proactively.
• Identify training needs and assist in conducting departmental training sessions.
• Participate in hiring, onboarding, and performance evaluations as required.
• Coordinate with all departments to ensure seamless service delivery.
• Conduct regular property tours to monitor appearance, safety, staffing, and maintenance.
• Ensure adherence to hotel policies, standard operating procedures, and safety guidelines.
• Assist in managing departmental reports, budgets, and performance metrics.
• Support energy conservation and sustainability initiatives through operational compliance.
• Perform Front Desk duties as required during peak business periods.
• Fully understand and implement emergency procedures (fire, accident, theft, etc.).
• Ensure compliance with security, health, and safety policies and regulations.
• Participate in investigations of guest or employee incidents when need

Education & Experience Requirements

• Minimum 2 years’ experience in a luxury or boutique hotel, preferably in guest services or front office.
• Proven skills in hospitality operations, guest service management, and team development.
• Previous experience in reservations and revenue management is an advantage.
• Excellent communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office Suite and property management systems.
• Strong problem-solving, listening, and analytical abilities.
• Fluency in verbal and written English (additional languages preferred).

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