Operational Leadership & Guest Experience
· Take full ownership of the House during late shifts, acting as the most senior decision-maker on site.
· Oversee the coordination and execution of events and activities, ensuring high service standards and operational flow.
· Serve as a visible leadership presence throughout the property, proactively identifying and addressing potential issues before they escalate.
· Support the Front Office and Housekeeping teams as needed, ensuring guest satisfaction and operational continuity.
· Handle guest complaints or sensitive situations with professionalism and discretion, escalating when necessary.
· Maintain professional boundaries with team members and guests, leading with calm authority while remaining approachable and fair.
· Liaise with Heads of Departments and other shift leaders to ensure smooth handovers and interdepartmental communication.
· Write comprehensive shift reports, documenting key incidents, decisions, and any operational issues for proper follow-up.
· Conduct floor walks and inspections to ensure all public and back-of-house areas are in optimal condition and compliant with brand standards.
· Ensure compliance with fire procedures, company policies, and guest safety measures at all times.
Safety, Security & Compliance
· Oversee the protection of hotel premises, including entrances, public areas, and outdoor spaces, maintaining a secure environment for guests and staff.
· Conduct regular patrols throughout the building and hotel grounds as a preventive security measure.
· Monitor surveillance and technical systems (e.g., CCTV, alarm panels, and technical rooms) and respond appropriately to alerts or anomalies.
· Manage access control for guests, visitors, and suppliers, including ID checks and ensuring only authorized personnel enter restricted areas.
· Enforce house rules, addressing issues such as noise complaints, inappropriate behavior, or policy violations with discretion and professionalism.
· Act as the first responder during emergencies, coordinating actions such as evacuations, fire response, or medical incidents.
· Support hotel staff in conflict situations or when dealing with unauthorized access, providing leadership and immediate intervention when necessary.
· Document all incidents and actions taken using digital systems such as COREDINATE to ensure accurate reporting and accountability.
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