Guest Experience & Relations
Ensure all guests receive personalized and skilled service throughout their stay.
Lobby & Front Office Operations
Supervise lobby operations and coordinate with Front Desk, Concierge, Housekeeping, and Security teams.
Ensure smooth check-in/check-out experiences.
Monitor lobby ambiance, cleanliness, and service standards.
Manage peak-hour guest flow and operational challenges effectively.
Team Leadership
Lead, train, and motivate guest relations executives and lobby staff.
Conduct grooming, etiquette, and service standard training.
Prepare duty rosters and monitor team performance.
Coordination & Reporting
Coordinate with all operational departments to ensure seamless guest service delivery.
Prepare guest feedback reports, incident reports, and service recovery documentation.
Monitor service KPIs and implement improvement initiatives.
Handle guest complaints,
escalations, and special requests promptly and professionally.
Maintain high guest satisfaction scores and online reputation standards.
Conduct regular lobby presence to interact with guests and monitor service quality.
Required Qualifications
Bachelor’s Degree or Diploma in Hospitality Management or Hotel Management.
Certification in luxury hospitality/service excellence is an added advantage.
Experience Required
5–10+ years of experience in luxury hospitality.
Minimum 2–3 years in a managerial/senior lobby role at a 5-star hotel.
Experience handling VIP guests, high-profile clientele, and luxury service standards.