Job Description

Job Advert Summary

To ensure the smooth running of Front Office operations by proactively managing guest needs, handling service challenges, and maintaining high standards in line with company policies and five-star service expectations. Act as the Manager on Duty during after-hours and ensure operational continuity across all departments.

Minimum Requirements

Proven ability to work under pressure and in fast-paced environments. Excellent verbal and written communication skills in English. Strong interpersonal and conflict-resolution abilities. High attention to detail and excellent organizational skills. Willingness to work shifts, including evenings, weekends, and public holidays. Sound knowledge of hospitality systems is advantageous.

Duties and Responsibilities

Guest Experience & Service Excellence

Provide exceptional guest service and respond promptly to guest queries, requests, and complaints. Personally manage all VIP guest arrivals and departures, ensuring their experience is seamless and memorable. Promote guest satisfaction through direct interaction, problem resolution, and consistent communication. Uphold a five-star standard of service across all touchpoints during every shift.

Team Leadership & Staff Management

Supervise Reception, Switchboard, Guest Services, Porters, Drivers, and Travel Desk staff. Act as the senior point of contact for all staff after hours in the absence of department heads. Lead and motivate the Front Office team to ensure high morale, productivity, and guest focus. Support the training, onboarding, and development of new staff. Monitor team grooming, punctuality, and adherence to operational standards.

Operational Oversight

Ensure all shifts are adequately staffed, and manage scheduling adjustments as needed. Oversee group check-ins and check-outs in accordance with group and company protocols. Manage and verify daily Front Desk floats, banking, and accurate Night Audit reporting. Ensure checklists and handovers are completed and comprehensive each shift. Maintain a clean, organized, and guest-ready Front Desk and lobby area.

Administration & Compliance

Monitor workplace compliance with health, hygiene, and safety regulations. Ensure accurate handling of billing, invoicing, and cash operations for individual and group accounts. Enforce hotel policies and assist with staff discipline in accordance with HR protocols. Review daily arrivals, room allocations, amenities, and guest special requests.

Interdepartmental Coordination

Liaise effectively with Housekeeping, Maintenance, Reservations, and F&B teams to ensure smooth operations. Ensure up-to-date knowledge of hotel services, events, facilities, pricing, and local area attractions. * Ensure accurate reporting and tracking via the Travel Desk spreadsheet.