<h3>Guest Service & Operations</h3><ul><li>Oversee daily front office functions: check-ins/check-outs, guest inquiries, VIP handling, upgrades, and special requests </li><li>Resolve guest complaints and performance issues swiftly and tactfully </li><li>Liaise with Reservations, Housekeeping, Finance, and other departments to ensure smooth service delivery and room turnover </li><li>Monitor room inventory, forecast occupancy, minimize overbooking, and optimize yield through proactive upselling </li></ul><h3>Team Leadership & Development</h3><ul><li>Recruit, train, mentor, and supervise front office staff, including receptionists, concierge, and night auditors </li><li>Conduct daily briefings, staff scheduling, performance reviews, disciplinary coaching and feedback sessions </li><li>Maintain uniform appearance, grooming standards, professionalism across the team </li></ul><h3>Financial & Strategic Management</h3><ul><li>Collaborate with Finance to prepare departmental budgets, cost controls, forecasts, and profit/loss reviews</li><li>Manage daily financial controls: cashiers’ balancing, deposit reconciliation, compliance with credit and billing procedures</li><li>Monitor and report on KPIs: occupancy rate, ADR, RevPAR, guest satisfaction, feedback trends, etc. </li></ul><h3>Compliance & Operational Excellence</h3><ul><li>Ensure strict compliance with safety, regulatory, and hotel policies (e.g. IMS, OH&S) </li><li>Conduct inspections to ensure facility standards and equipment maintenance are upheld </li><li>Enforce front office SOPs, key control, security protocols, and confidentiality of guest information</li></ul>