Job Description

Core Responsibilities: Guest Experience & Service Excellence Ensure an elevated guest experience by personally engaging with high-profile, VIP, and long-stay guests, anticipating their needs, and delivering personalized service that aligns with luxury brand standards. Act as the hotel's ambassador during guest interactions, swiftly resolving concerns with discretion, empathy, and professionalism. Operational Leadership Provide seamless oversight of all operational departments during the shift, ensuring alignment with the hotel's luxury service ethos and brand promise. Facilitate cross-departmental coordination to maintain a harmonious and efficient operational flow, particularly during high occupancy periods or large-scale events. Crisis & Incident Management Take charge during emergency or high-impact situations, ensuring guest safety and service continuity while executing established protocols with calm authority. Prepare accurate incident documentation and ensure follow-up action with relevant departments. Brand Standards & Quality Assurance Conduct regular inspections of public areas, guest floors, and back-of-house zones to ensure the property reflects the meticulous standards expected of a luxury hotel. Proactively identify service gaps and initiate corrective measures, working closely with department heads. Team Supervision & Guest-Oriented Culture Lead by example in promoting a culture of refined hospitality, attentiveness, and service excellence among front-line staff. Provide real-time coaching, performance feedback, and ensure team members adhere to grooming, etiquette, and protocol standards befitting a luxury environment. Revenue Integrity & Front Office Control Oversee front office operations, including rate integrity, room assignment strategy, and revenue protection in collaboration with Revenue and Reservations teams. Ensure accurate cash handling, audit processes, and seamless shift handovers. Reporting & Communication Compile comprehensive duty reports summarizing guest interactions, operational highlights, service recovery actions, and unusual incidents. Communicate effectively with executive management to support strategic decision-making and continuous improvement initiatives. Show more Show less