- Manage and monitor the activities of employees in the front office department and ensure their adherence to standards of excellence and guidelines in the employee handbook, hotel policies and procedures, and training and correction when needed.
- Supervising all hotel operations during the night shift to ensure guest satisfaction and safety
- Conduct a meeting for all employees during the night shift
- Inform all night staff of activities, leads, VIPs, any special requests and repeat guests
- Checking accommodation rooms, ensuring any special requests are carried out, greeting guests upon arrival, and escorting guests to their rooms if necessary
- Maintain a professional and high quality service oriented environment at all times
- Serve as the hotel's resident manager in the absence of the Front Desk Manager handling complaints, resolving problems, disturbances, special requests and any other issues that may arise
- Manage the department's night shift to ensure that all employees perform their assigned tasks and coordinate front office activities with other departments
- Welcoming hotel guests in a friendly manner, and ensuring that public areas are clean and tidy
- Assists guests with their luggage from time to time and also acts as a point of contact with guests regarding valet parking and any other responsibilities to ensure all needs are met during the guests' stay
- Monitor and develop the performance of team members to include, but not limited to, providing supervision and scheduling, hiring night staff, conducting training, consultations, and evaluations, and providing certificates of appreciation and rewards.
- Ensure the accuracy of the daily and nightly review in a timely manner
- Ability to conduct a full night review if necessary
- Supervising the preparation of daily summary reports
- Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping to control operating expenses, scheduling and purchasing
- Full availability of initiative in order to solve problems, train employees, and lead a team
- Work closely with the Internal Supervision Affairs Department to improve hospitality services and enhance cross-departmental communication
- Awareness and ability to apply all fire safety procedures
- Access all updates regarding procedures and training
- Report any suspicious persons, activities or dangerous conditions to the Security Department or Front Office Manager
