Guest Relations: Ensure guests receive a warm welcome and provide a seamless check-in/check-out experience; handle special requests and VIP arrangements to enhance guest satisfaction. Reservations Management: Oversee booking processes, manage room inventory, and ensure accurate information on rates, availability, and package offerings. Concierge Services: Offer recommendations and facilitate arrangements for activities, dining, and local excursions, enhancing the guest experience and promoting estate services. Billing and Financial Management: Supervise accurate billing and efficient payment processes; resolve any financial inquiries or disputes in a timely manner. Communication: Serve as the main point of contact for guest inquiries and complaints, addressing issues promptly and professionally to uphold guest satisfaction. Team Leadership: Train, supervise, and motivate front desk staff, ensuring they embody the estates values and provide consistent, top-tier service. Standards and Procedures: Establish and enforce FOH standard operating procedures, ensuring compliance with company policies and maintaining operational efficiency. Quality Control: Oversee housekeeping operations to ensure high standards of cleanliness, presentation, and comfort in guest rooms and public areas. Room Inspections: Conduct regular room and public area inspections to ensure compliance with luxury standards; address any discrepancies immediately. Inventory Management: Manage supplies, linen, and cleaning product inventories to ensure availability while maintaining cost control; oversee budgeting for housekeeping materials. Scheduling and Staffing: Develop effective staff schedules to meet operational needs, balancing occupancy rates with labour efficiency. Training and Development: Train housekeeping staff on service standards, safety protocols, and efficient cleaning techniques to maintain consistency and quality. Health and Safety Compliance: Ensure housekeeping adheres to health and safety regulations, including sanitation practices, safe handling of chemicals, and emergency procedures. Interdepartmental Coordination: Collaborate with other departments, especially maintenance and F&B, to ensure a cohesive and seamless guest experience. Reporting and Documentation: Maintain accurate records of occupancy, inventory levels, guest feedback, and housekeeping performance metrics; present reports to management as needed. Budgeting: Monitor departmental expenses, assist in annual budgeting, and implement cost-effective strategies without compromising quality. Innovation and Improvements: Continuously seek ways to improve guest services and operational efficiency; recommend and implement process improvements to enhance the guest experience. Diploma or degree in Hospitality Management or a related field advantageous. 3-5 years of experience in a luxury hotel or estate environment, with at least 2 years in a managerial capacity. Strong leadership, organisational, and communication skills. Proficiency in property management software and Microsoft Office Suite. Commitment to exceptional guest service with a keen eye for detail. Ability to work flexible hours, including weekends and holidays, to meet operational requirements. Experience in working on Semper advantageous.
