About The Role

Key Responsibilities

Guest Services:
Serve as the main point of contact for guest inquiries, concerns, and special requests, ensuring immediate attention and resolution.
Provide personalized service to VIP guests and regular patrons, ensuring their expectations are exceeded.
Handle guest complaints with diplomacy and tact, offering solutions to ensure a positive outcome.
Operational Oversight:
Oversee the daily operations of the hotel during your shift, including Front Office, Housekeeping, Food & Beverage, and other departments as required.
Ensure that all departments adhere to hotel policies, health and safety regulations, and service standards.
Conduct regular walk-throughs and inspections of public areas, guest rooms, and back-of-house areas to maintain the highest levels of cleanliness, organization, and functionality.
Coordinate with various departments to handle operational issues, maintenance, or service disruptions efficiently.
Staff Management:
Supervise and support hotel staff, ensuring proper service delivery and adherence to hotel standards.
Assist in scheduling and staff assignments, ensuring adequate coverage during peak times.
Lead by example in maintaining professionalism, a positive attitude, and teamwork among all hotel employees.
Crisis Management:
Act as the hotel's first point of contact during emergencies, ensuring guest safety and coordinating response with security and management teams.
Handle situations such as guest medical emergencies, property damage, or safety hazards calmly and effectively.
Leadership and Training:
Mentor and train staff members to ensure they understand their roles and responsibilities, promoting continuous improvement in service quality.
Address and resolve any staff performance issues that arise during your shift, escalating where necessary.
Guest Relations:
Build strong relationships with guests to encourage repeat business and positive reviews.
Manage guest feedback effectively, working with senior management to enhance guest satisfaction and service offerings.
Minimum 3-5 years of experience in a supervisory or managerial role within a luxury hotel or resort.
Strong leadership, communication, and problem-solving skills.
Ability to manage multiple tasks and departments effectively in a fast-paced environment.
A high level of professionalism, with a strong sense of responsibility and commitment to guest satisfaction.
Proficiency in hotel management systems and Microsoft Office Suite.
Excellent interpersonal skills and a guest-focused mindset.
Flexibility to work shifts, including nights, weekends, and holidays as required.
Professional development opportunities to give you the best career path
Competitive rates of pay
Discounted rates for accommodation, spa treatments & Food and Beverage
Staff parking
Use of spa/ gym facilities
Uniforms provided and free meals on duty