- Profitability, ensuring the department meets its quantitative and qualitative targets.
- Leadership and employee matters, including managing and motivating front office teams in order to provide high quality services for guests.
- Lead and support all Guest Experience Initiatives within the property.
- Guest Satisfaction, to ensure guests have a smooth running stay at the hotel.
- Maintains close relationships with guests throughout their stay in order to foster loyalty.
- Anticipates guests’ needs and takes them into consideration.
- Handles guest complaints if they have not been dealt with by team members and provide a rapid solution.
Monitor guest satisfaction through (but not limited) Voice of the Guest (VOG) program including online reputation, survey and in-house guest feedbacks
