Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.Assists in VIP’s arrival departure in absence of guest relation officers.Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.Assists in sending guest messages or faxes.Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- showsPrepares and checks for VIP’s arrival and escorts guests to rooms.Co-ordinates with all departments concerned in order to maintain Front Office functions properly.Operates the front office computer system in order to assist front office attendants.Checks group department, fit and ensure switchboard makes appropriate wake up calls.Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.

Ensure and provide flawless, upscale, professional and high class guest service experiencesAnalyze customer feedback and provide strategic direction to continuously improve overall ratingRespond to guests needs and anticipate their unstated onesExpect and react promptly to guests’ requirements and inquiresActively listen and resolve guests’ complaints Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc) Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery Promote all amenities, conveniences and programs offered Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to appraise team’s performance and produce reports Examine activities logbook, assign tasks appropriately and implement control schedule daily

· Comply with the hotel policies, procedures and code of ethic · Manage nightly hotel operation · Verify revenue from all sources is accurately balanced, follow up in any discrepancy · Post any transaction needed · Perform end day procedures · Produce daily reports for department and department head · Compile and run statistical report for all department heads and transfer information to accounts · Anticipate and address guest's service needs · Responsible for all cash float throughout the shift and ensuring all float balance correctly at the end of shift · Answer the phone in a timely and professional manner · Perform accurate check inn and check out of guests daily · Engage each guest as a unique individual and listen attentively to their request

1.Ensure Outstanding customer care at all times.2. Maintains a friendly, cheerful and courteous demeanour at all times.3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.7. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.9. Adhere to company credit limit / floor limit policies.10. Allocate rooms to expected arrivals after checking the guests preferences and special requests.11. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

Win new business by generating new leads and business relationshipsTarget marketing, prospecting & proactive inquiry generationMeet and/or exceed individual and team sales targetsProvide the highest level of customer service to all families and parties throughout the sales processParticipate in potential weekly and/or monthly training opportunities and professional development for field-based representativesPlace advertisements, participate in grassroots marketing, develop community networks, utilizing online resources and social media to promote program awareness and develop opportunitiesManage day-to-day administrative responsibilities associated with role.