Oversees day-to-day operations, such as coordination of daily turnover and of preventative maintenance work between engineering and housekeeping. Assures that all rooms are up to the Leading Hotels of the World five-star standards. Interacts on a daily basis with Reservations, Sales, and the Front Desk departments to achieve a smooth flow of guest experience and ensure guest satisfaction is met according to Leading Hotels of the World standards.Direct report to Executive Committee.Maximizing room revenue, occupancy, ensuring it reflects on end of month report. Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.Manage the operations of the front office to ensure an optimal level of service and hospitality are provided to hotel guests.Have knowledge of all groups and events in-house including special requirements and billing arrangements. Ensure that all guest and patron related matters are investigated and provide full resolve to issues related, but not limited to: Payment and billing discrepancies, complaints and overall guest experience.Perform all duties related to the hiring and selection process. Once hired, provide adequate training for new staff members and ensure that they are fully versed in the Front Office Operations.Proficient in hotel operating system: Agilysys, Hotsos, Saflok, Sonifi, Aireus, ABreez.

Investigated all complaints of guests and staff.Conducted building maintenance inspections.Reported directly to Executive Committee. Supervised a department of 11 officers. Observed departing personnel to guard against theft of hotel property. Worked as liaison with local law enforcement and fire departments. Assisted with medical emergencies and provide first aid treatment to guests, patrons and staff members throughout property.Proficient in hotel operating system. Ms. Shift, Saflok Locking Systems, Onity safe, Salient Video Management System

Maintained ongoing Security Loss Prevention Shopping Service.Monitored Fire Alarm Control Panel and Life Safety Systems.Performed maintenance service to safe & door locks. Conducted inventory & purging of lost and found items. Maximized security effectiveness by conducting security patrols in high risk and all common areas.

Provide guests with information about the estate and history of the resort, maps to tourist attractions, restaurants, etc. Receive and process guest requests via personal or telephone communication. Instruction and hands on training on equipment use.Recognized for superior customer service in numerous guest comment cards.