Monitor customer satisfaction (Guest Feedback, Social Media Review).
Manages and motivates the Front Office team to provide a high standard of service for customers.
Maintains master key control.
Welcomes guests and fosters customer loyalty through a friendly manner.
Develops high quality relationships with guests throughout their stay.
Handles guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
Enforces all cash-handling, check-cashing, and credit policies.
Provide high level of customer service and maintain a high profile in the day-to-day front office operations.
Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Integrates and trains employees, providing support for skills development.
Monitor front desk and ensure all employees comply with all security procedures for visitors.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Ensures that guest documentation and information is available and up to date.
Any other duties assigned.