Shift Leader- Guest Services

RESPONSIBILITIES

• Ensure Customer Satisfaction (Guest Feedback, Social Media Review).
• Promote Financial Performance (Up selling, Room Revenue, Operation Auditing).
• Show Initiative, Problem Solving, Staff Training, Team Leadership skills.
• Manage and motivate the Front Office team in order to provide a high standard of service for customers.
• Welcome guests and foster customer loyalty in a friendly manner.
• Develop high quality relationships with guests throughout their stay. 
• Handle any guest complaints or contentious issues that cannot be settled directly by team members; provide a fast solution.
• Oversee and supervise guest arrivals and departures with the Front Office executive and duty managers.
• Provide high level of customer service and maintain a high profile in the day-to-day Front Office operations.
• Ensure that a personalized service is offered to each and every guest.
• Ensure that the pricing policy and internal audit procedures are duly applied. 
• Supervise the management of debtors, Group and individual guest invoicing and cash operations. 
• Monitor floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival until departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue reports and distribute to all HOD's.
• Prepare Room revenue and occupancy forecast; undertake actions on rate strategies.