Job Description
Responsibilities
- Be visibly present in the lobby and public areas, proactively engaging with guests and anticipating needs
- Personally welcome VIPs, dignitaries, and repeat guests, ensuring preferences and special requests are honored
- Own service recovery for guest complaints, resolving issues swiftly, empathetically, and within brand guidelines
- Monitor guest feedback channels (in‑stay surveys, online reviews) and respond to emerging concerns in real time
- Conduct regular walkthroughs of guest rooms, public areas, back‑of‑house, and outlets to ensure cleanliness, maintenance, and brand‑standard presentation
- Act as the central coordination point between Front Office, Housekeeping, F&B, Engineering, and Security during the shift
- Oversee check‑in/check‑out flow during peak periods, supporting Front Office colleagues as needed
- Ensure smooth coordination of group arrivals, events, and VIP movements
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