- Review arrival information on a daily basis; VIP, Regular guests, Long staying guest, Groups, special requests etc. - Offer assistance and provides need/sought information to guests and VIPs upon their arrival at the Lobby, planning for express Check-in them to their rooms.- Coordinate Front Office operations during shift, including Front Desk, Guest Service, and Concierge to ensure guest service excellence.- Deal with problems and complaints received from guests, acting immediately to restore guest’s satisfaction utilizing the Service Standards at all times. - Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.- Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.- Meet VIPs, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory.- Responds immediately on emergencies.- Be knowledgeable of the hotel’s emergency procedures in regard to fire, bomb threat, evacuation, etc. as part of the Emergency Response Team - Adhere to the hotel’s and emergency/crisis policies and procedures- Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Banyan Tree Group.- Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.- Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.- Act in the capacity of Night Manager. - Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.

• Customer focused at all times.• To manage staff effectively by- Ensuring that the Hotel’s standards of customer service are maintained at all times.- To ensure training initiatives and policy updates are communicated to all relevant staff.- All company polices and procedures are adhered to and enforced.- Ensuring that staffs are consistently up-selling products.• Managing customer complaints appropriately for the staff and reporting to the higher management level the issue and outcome.• Able to operate night shift tasks including night auditor, closing the system and to make sure everything run smoothly.• Assists guests by attempting to honor special requests for specific accommodations, and presents options when those requests cannot be met.• Demonstrates a pleasant and enthusiastic demeanor at all times.