DM

Description:

• Serves as the property Manager on Duty and oversees all property operations
• ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

  Responsibilities

  – Guest Relations Management: Lead guest interactions

• handle complaints
• and ensure service recovery before guest departure.
  – Operational Support: Collaborate with all departments to ensure smooth property operations and resolve issues promptly.
  – Service Excellence: Drive continuous service improvement by emphasizing guest satisfaction in meetings and team engagements.
  – Profitability Oversight: Review financial performance
• staffing levels
• and operational efficiency to achieve property goals.
  – Team Empowerment: Empower associates through training
• feedback
• and recognition to deliver exceptional customer service.
  – Crisis Management: Implement and manage emergency plans for incidents like accidents
• thefts
• and fire.
  – Quality Assurance: Conduct property inspections to ensure compliance with safety
• maintenance
• and appearance standards.
  – Performance Monitoring: Review reports and metrics to identify areas for operational improvement and cost control.
  – Policy Compliance: Ensure adherence to company policies
• standards
• and procedures
• supporting a fair and consistent work environment.
  – Feedback Collection: Regularly interact with guests to gather feedback on service and product quality
• driving service enhancements.

Qualifications:

• Bachelor degree in Hospitality Management
• Business Administration or related fields.
  – Minimum 3 years’ experience with advanced work-related and supervisory front office experience in a 4- or 5-star hotel (preferably in a 5-star hotel hotel/large scale hotel)

Education:

Bachelor

Years of experience:

5

Number of positions:

2