岗位职责/职位描述

- Monitor the hotel front-of-house operations ensuring sufficient colleague level and proper work flow at all service areas. Conduct floor patrols to front and back of house areas on a regular basis. Handle all emergency situations and represent the hotel management when required.

- Provide a front line management contact for guests with escalated service requirements or items to be addressed.

- Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Duty Manager log.

- Respond to all emergency situations such as fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference.