Duties and Responsibilities:

Guest Services:

• Greet and assist guests upon arrival, ensuring a warm and welcoming experience.
• Handle guest inquiries and complaints promptly and effectively.
• Respond to customer inquiries through online platforms such as Booking.com and Expedia.
• Supervise the check-in and check-out processes, ensuring efficiency and accuracy.
• Monitor guest satisfaction and resolve any issues to enhance their experience.

Sales and Performance Management:

• Lead, motivate, and train front office staff to achieve sales targets and performance goals.
• Drive sales and encourage the team to meet individual and collective sales objectives.
• Track individual team members’ sales achievements and guide them on hotel sales strategies.

Team Coordination and Training:

• Ensure accurate entry of all guest details into the registration system.
• Coordinate with other hotel departments (Housekeeping, Maintenance, Spa) to ensure a seamless guest experience.
• Oversee the appearance of the front office area, ensuring cleanliness and organization.
• Lead training sessions for the front office team to enhance customer service and operational efficiency.

Operations Management:

• Monitor daily guest accounts, charges, and invoices for accuracy.
• Handle billing, payments, and cash transactions securely and accurately.
• Send daily invoices to agencies and issue invoices per agency guidelines.
• Monitor and update the logbook to ensure accurate reporting of daily activities.
• Perform room allocations and assignments to ensure proper room placement for guests.
• Ensure compliance with hotel policies, procedures, and health and safety standards.

Rooms Division Oversight:

• Supervise the daily operations of the Rooms Division (Front Office, Housekeeping, Reservations, Spa).
• Coordinate with the Housekeeping team to ensure that rooms are cleaned and maintained to high standards.
• Monitor the maintenance log and ensure that issues and repairs are addressed promptly.
• Ensure proper room assignments, optimizing hotel occupancy while meeting guest preferences and hotel policies.

Spa Supervision:

• Oversee the daily operations of the spa and monitor guest satisfaction with spa services.
• Ensure the spa is well-maintained, clean, and operates efficiently.
• Monitor spa bookings, guest satisfaction, and coordinate with the spa team to ensure high service standards.
• Ensure the spa team adheres to the hotel’s service standards and safety regulations.

 Collaboration with Management:

• Work closely with hotel management to develop and implement strategies to enhance guest satisfaction and operational efficiency.
• Contribute to the preparation of reports and present performance, occupancy, and guest satisfaction data to management.