• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational/environmental procedures in the hotel.
• Actively promote the services and facilities to guests and suppliers of the hotel.
• Actively seek verbal feedback from customers and team members at every opportunity, and implement actions to make improvements where necessary.
• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the management team.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Maintain a presence in the lobby setting an example for team members for guest service.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
• Ensure that the shift is reviewed, and handovers and briefings are carried out.
• Keep the team up to date on departmental, hotel, and company activities through regular communication meetings and memos, including special events, and promotions in the restaurants and bars.
• Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with the support of the Revenue Manager and marcom team.

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