Duties:
 
Manage and oversee daily operations
Ensure all service standards and procedures are consistently upheld
Handle guest complaints, feedback, and special requests professionally
Oversee guest comment management and guest satisfaction tracking
Maintain a high level of leadership, trust, and accountability
Respond to emails and guest inquiries promptly and effectively
Maintain in-depth knowledge of room categories and hotel facilities
Assist with guest account management and billing queries
Operate the hotel’s Property Management System (Opera)
Conduct guest check-ins and check-outs
Manage switchboard operations and direct calls as required
Handle restaurant bookings and hotel reservations
Support F&B department during peak mealtimes
Liaise between departments to ensure smooth and seamless guest service
 
Requirements:
 
Grade 12
Hotel school qualification advantageous
At least 4+ years’ experience in a 5* hotel or similar luxury environment
Proficiency in Opera PMS
Strong computer literacy
Prior experience in a leadership or supervisory role
Excellent verbal and written communication skills
High level of English proficiency
Strong planning and organizational skills
Ability to train, develop, and motivate a team
Energetic, enthusiastic, and guest-focused attitude
Team player with a positive mindset
Willingness to work shifts, weekends, and public holidays
Own transport preferable

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