Duties:

Oversee all front office operations including check-in, check-out, concierge, and butler services.
Ensure every guest interaction reflects the luxury brand standards.
Handle and resolve guest complaints, requests, and escalations swiftly and professionally.
Monitor daily arrivals and departures, coordinating VIP and special occasion arrangements.
Lead, coach, and develop the Guest Service team through regular briefings and performance reviews.
Review guest feedback and online reviews on GuestRevu, TripAdvisor or similar; develop action plans for continuous improvement.
Manage room assignments, upgrades, and allocation in collaboration with Reservations and Housekeeping.
Maintain current knowledge of all hotel facilities, local attractions, and VIP guest preferences.
Ensure the lobby and reception areas are impeccably presented at all times.
Monitor and manage the shift schedule, ensuring adequate coverag...