Job description
Your day‑to‑day:
Every day is different, but you’ll mostly be:
- Supporting Front Office and Guest Relations daily operations to ensure consistent, high‑quality guest experiences.
- Assisting with the welcoming and engagement of VIPs, repeat guests, and special attention guests.
- Supporting the handling of guest feedback, concerns, and service recovery cases with professionalism and empathy.
- Willingness to participate in rotational training assignments across all departments within the Rooms Division, including Front Office, Guest Relations, Club Lounge, Housekeeping, and other related operations.
- Learning to monitor guest satisfaction scores, online reviews, and feedback platforms, and assisting with improvement initiatives.
- Coordinating with Front Office, Club Lounge, Housekeeping, Food & Beverage, and other departments to enhance the guest journey.
- Assisting with maintaining guest profiles, preferences, and loyalty recognition within the hotel systems.
- Participating in coaching, mentoring, and onboarding of Guest Relations and Front Office colleagues under leadership guidance.
- Supporting preparation of reports related to guest feedback, trends, and service quality.
- Learning and ensuring compliance with brand standards, SOPs, and service excellence guidelines.
- Representing the hotel as a brand ambassador, delivering warm, professional, and genuine service at all times.
- Serving as the Manager on Duty for Front Office functions as assigned, making operational decisions and supporting team members under the guidance of department leadership.
- Taking on leadership responsibilities and managing Front Office operations during assigned shifts, ensuring service standards, guest satisfaction, and operational excellence are consistently maintained.
- Commitment to successfully completing 12 to 18-month Management Trainee Program designed to prepare future hospitality leaders.
Experience Needed:
- Previous experience in Front Office, Guest Relations, or a similar guest‑facing hotel role, preferably within a 4‑ or 5‑star environment.
- Strong interpersonal, communication, and interpersonal skills with a willingness to learn leadership responsibilities.
- A guest‑focused mindset with basic experience or interest in service recovery and problem solving.
- Fluent in English; additional languages are an advantage.
- Professional appearance, attention to detail, and a positive attitude.
- Basic knowledge or willingness to learn hotel PMS systems and guest satisfaction platforms.
- Ability to work in a fast‑paced, guest‑focused environment.
- Flexibility to work shifts, weekends, and public holidays.
- A degree or coursework in Hospitality or Hotel Management is preferred but not required.