- Establishing and developing personal contact with VIP guests. Acting as a point of contact, ensuring smooth experience throughout guest journey.- Encouraging guest feedback, investigating and responding to guest compliments or complaints, and ensuring that all resolved/unresolved incidents are reported to the correct person.- Carrying out duty management responsibilities when operationally required.- Able to complete all FOH tasks, such as check-ins and checkouts, to a 5-star standard.- Ensuring an exemplary service is delivered without fail to 5-star criteria, leading by example and taking an active role in planning, implementing, and maintaining agreed new procedures.- Monitoring guest feedback in all its forms and acting on it; dealing effectively with guest queries and complaints in a timely manner, including written responses where required.- Maintaining VIP guest history database, updating and incorporating information received.- With the implementation of the new PMS system, support/train and advise the reservations team in a supervisory capacity. - Ensuring the reservations team processes emails and guest queries promptly, as well as all calls are answered in a courteous and professional manner.- Knowing all the hotel's internal and external reservation systems., as well as complete knowledge of hotel rooms, suites and facilities.- Managing guest cancellations.- Supporting the finance department by tracking all commissionable bookings.

· Administrative and personal support to Managing Director· Organising extensive & complex national and international travel, producing itineraries, procuring visas, arranging accommodation, flights & all associated travel logistics including budget management· Extensive complex diary management; working within a project & deadline environment· Assisting with last-minute changes, coordinating and communicating with the right channels· Compiling monthly expenses reports in a timely manner· Managing calendar and day to day meetings and phone calls· Adhering to the confidentiality agreement

· Acting Customer Service Manager· Senior cabin crew member in charge when operationally required· Lead and mentor colleagues to deliver outstanding customer service· Maintain a safe and secure operating environment for customers, colleagues and service partners by adhering to the requirements of the Operations Manuals and applicable procedures for the aircraft type· Proactively use knowledge, insight and understanding to improve customer satisfaction and team working· Work collaboratively as part of a team to achieve common goals· Develop relationships built on trust and respect with a broad range of people; contribute and share knowledge to enhance the performance of the team· Treat others with genuine respect and deal with conflict in a constructive way

· Ensure operational safety, security and health and safety responsibilities are performed to the highest standards and are compliant with EASA, British Airways requirements and other relevant legislation· Maintain safety compliance at all times with safety and equipment procedures training· Deliver world-class service excellence in line with service standards and behaviours across all cabins· Act as a British Airways role model to the crew, colleagues and customers adhering to uniform standards· Build effective working relationships with colleagues and service partners to work as one team· Administer first aid to passengers experiencing medical emergencies· Remain professional, calm, and collective when dealing with distressed passengers

· Ensure an efficient reception experience for Guests, including check-in/out, and complete audit procedures, as required· Demonstrate a high level of customer service at all times· Achieve positive outcomes from Guest queries in a timely and efficient manner· Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments· Comply with hotel security, fire regulations and all health and safety legislation· Act in accordance with policies and procedures when working with front of house equipment and property management systems· Follow company brand standards· Assist other departments, as necessary

· Welcome guests upon arrival and check-in according to established standards and procedures· Provide courteous and efficient service and try to accommodate each and every guest request· Balance credit cards, charges, and cash· Know guest room security, emergency, and fire procedures· Be familiar with hotel facilities as well as major-city attractions and provide guests with information when requested