In-charge of the hotel during the shift. Responsible for handling guests satisfaction to ensure that they have the best experience at the hotel. The first responder to any hotel emergencies and have to make decisions to ensure that the guest safety are a priority. On a day to day basis we work and assist the reception team to ensure that the operations run smoothly and standards are adhered to.

Apart from the Duty manager role I pay in Fairmont I also developed a mentorship program for the front office team to ensure that the staff gets the support they need to carry out their jobs and to assist them should they face any difficulties. I am also in charge of the electronics team to ensure the upkeep of the equipment in the front desk and to work together with external vendors in implementing new and systems in place.

I was part of the opening team of the hotel and assisted to develop and implement many processes in the hotel. Was also responsible for the welfare and operations of the front office team and worked closely with the other departments to ensure that the hotel runs smoothly.