Roles and responsibilities
1. Staff Supervision and Management
- Oversee daily operations of the hospitality team, including front desk, housekeeping, and food and beverage service.
- Train, mentor, and evaluate staff performance, providing guidance and support to ensure a high level of service.
- Schedule staff shifts and manage workforce requirements based on operational needs.
2. Guest Services and Experience
- Ensure exceptional guest service by addressing guest inquiries, requests, and complaints in a timely and professional manner.
- Monitor guest interactions and service delivery to ensure adherence to established standards.
- Implement programs and initiatives to enhance the overall guest experience and satisfaction.
3. Quality Control
- Conduct regular inspections of facilities, guest rooms, and service areas to ensure cleanliness and adherence to quality standards.
- Develop and enforce standard operating procedures (SOPs) to maintain high service and operational standards.
4. Operational Efficiency
- Assist in the management of daily operations, ensuring that services run smoothly and efficiently.
- Monitor inventory levels and assist in ordering supplies and equipment as needed.
- Collaborate with management to implement cost-control measures and improve operational efficiency.
5. Communication and Coordination
- Facilitate communication between different departments to ensure coordinated service delivery and address any issues promptly.
- Prepare and distribute reports on operational performance, guest feedback, and staff performance to management.
6. Training and Development
- Organize training sessions for staff on customer service techniques, company policies, and operational procedures.
- Foster a culture of continuous learning and development among team members.
7. Event Coordination
- Assist in planning and coordinating special events, meetings, and functions, ensuring all guest needs are met.
- Work with clients and vendors to manage event logistics and provide support during events.
8. Health and Safety Compliance
- Ensure compliance with health, safety, and sanitation regulations throughout the hospitality operation.
- Conduct safety training and drills for staff to promote a safe working environment.
9. Guest Feedback and Improvement
- Gather and analyze guest feedback to identify areas for improvement and implement changes as necessary.
- Encourage and facilitate guest reviews and testimonials to enhance the establishment's reputation.
Desired candidate profile
1. Educational Background
- A high school diploma is required; a degree in hospitality management, business administration, or a related field is preferred.
- Certifications in hospitality or customer service may be advantageous.
2. Experience
- Previous experience in hospitality, ideally in a supervisory or management role within hotels, restaurants, or similar environments.
- Proven track record of providing excellent customer service and managing staff.
3. Leadership Skills
- Strong leadership qualities with the ability to motivate and guide a team effectively.
- Experience in training and mentoring staff to develop their skills and enhance service quality.
4. Customer Service Orientation
- A genuine passion for providing outstanding guest service and ensuring guest satisfaction.
- Ability to handle guest complaints and feedback professionally and effectively.
5. Communication Skills
- Excellent verbal and written communication skills for interacting with guests, staff, and management.
- Ability to foster a collaborative environment through effective communication.
6. Problem-Solving Abilities
- Strong analytical and problem-solving skills to address operational challenges and conflicts.
- Ability to think critically and make decisions quickly in high-pressure situations.
7. Organizational Skills
- Strong organizational and time management abilities to handle multiple tasks and priorities efficiently.
- Attention to detail to ensure high standards of service and cleanliness.