Responsible for the effective management of the Front Office ensuring that Forbes and SLH standards are met. Assessing the team members’ performance against standards.Leading the department to achieve financial, quality, and personnel objectives, ensuring all finance and departmental procedures are followed. Maintaining high team focus by showing cooperation and support to colleagues in the pursuit of team goals.Having a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. Dealing with and learn from customer complaints and comments with follow-up and feedback to the Hotel Manager.Assisting the General Manager in creating personalized relationships with guests and providing a tailor-made experience for each one. Always being supportive to the General Manager by contributing with ideas and suggestions to enhance operational/environmental procedures in the hotel.Being flexible, responding quickly and positively to changing requirements including the performance of any tasks requested to me.Maintaining my presence in the lobby setting the example for team members for guest service.Being proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.Having a good working relations with other departments head in order to agree and implement actions to make improvements to customer service. Cooperating with the accounting and finance department to ensure that all the invoices and city ledgers have been well managed during the operation. Dealing with Housekeeping and Engineering department to guarantee the perfect room status upon the guests arrival. Planning and scheduling the room inventory closure for future maintenance.Making a daily check on room assignment.Welcoming, assisting during the stay, and fond farewell to the VIP guests of the Hotel.

Responsible for the efficient operation of the Front Office Team to provide an exceptional guest experience and service within Six Senses, IHG, and LQA standards.Supporting the Front Office Manager in the scheduling of the Team to ensure operational flow.Minimizing the payroll costs by maximizing the productivity and the efficient organization of the shifts.Ensuring that all set policies, procedures and best practices are in place and rigorously enforced.Continously assessing the service provided, the product knowledge and the communication skills of thedepartment.Working in partnership with F&B, Spa and Housekeeping to ensure guest's needs are met, and oversee the overall smooth operation of the guest experience.Determining activity rates based on the selling tactics of the hotel.Overseeing the management of the guest history and profile system.Taking immediate action when an issue is identified and performing a quality assessment when required.Carrying out an adequate service recovery plan in the event of guest complaints.Instilling a revenue-focused philosophy through training and education so that the Team is fully engagedwith driving revenue opportunities.Accountable for the development of the Team through the provision of encouragement, enthusiasm,discipline, training and performance evaluation.

Managing the day-to-day operations to exceed the expectations of the guests.Welcoming and assisting the customers throughout their stay, as well as bidding them a genuine farewell.Collecting and analysing data in order to make customer-centric business decisions.Producing and implementing specific training programs which meet luxury standard requirements.Coaching, evaluating, counseling and motivating the Team on a daily basis to achieve common goals in line with a shared vision.Promoting a result oriented operation to position the hotel at the top of travel websites and boost the income.Working with the Front Office Manager to continually improve the Front Office performance.Developing and maintaining trustful workplace relationships while actively supporting a friendly professional atmosphere.

Managing customer complaints by empathizing with the guest and providing a suitable compensation. Keeping track of customer feedbacks to ensure an excellent guest experience and retention.Taking care of the inflow of requests from various departments.Surveilling the lobby area in order to detect and prevent any formal complaints.Representing the company's vision and working to meet the hotel's goals. Assisting the Front Office Team with their duties when necessary.

Assisting and looking after the Receptionists in order to provide the highest level of service.Serving as a role model for the entire Team.Carrying out the room assignment for all of the guests.Dealing with the Housekeeping Team to ensure that all rooms are ready at check-in time, as well as dealing with room service to ensure that the proper amenities are placed in the rooms.Bringing innovative ideas as well as putting processes and procedures into action.Participating in departmental coach meetings to keep the Front Office Team informed on all other departments' activities as well as hotel news. Ensuring that an effective communication framework is in place at all times.One-on-one conversations with Front Office Agents to identify potential dissatisfactions and plan for a resolution.

Performing a room assignment while ensuring that all of the guests' benefits are honoured.Monitoring the queue and room moves throughout the day, and collaborating with housekeeping to provide an excellent service.Encouraging and supporting the Team during the shift to ensure that all reception tasks are completed.Working with the manager to resolve guest complaints and provide a fair compensation.Organizing new starter's training plans, preparing all SOPs, and coaching the trainees until they are ready.

Performing check-in and check-out for high-demanding guests.Recommending restaurants, museums, and tourist sites.At the end of each month: ensuring that the OTA commissions are correctly charged, and that the outstanding payments and refunds are dealt accordingly.Dealing with complaints and ensuring that the proper compensation is provided.

Assisting high demanding guests performing mainly check in and check out. Supporting the reservation and concierge department. Organizing the amenities and ensuring the correct delivery for the guests.

Attending accounting tasks, audit of the revenue and cost analysis.