Job Summary: 

• Maintain, develop, and exceed customer satisfaction and expectations.
• Deal with customer complaints or seek assistance.
• Take ownership of all guest queries and respond in an efficient and timely manner.
• Oversee and drive the food and beverage offering.
• Ensure that resolutions in terms of complaints or issues are implemented to drive continuous improvement.
• Engage and support the team in delivering and achieving 9/10+ in guest scores.
• Proactively monitor guest feedback and scores and implement improvements.
• Monitor and audit daily reservations, ensuring all bookings are processed promptly.
• Assist the Sales Manager with bookings and administrative tasks for corporate guests.
• Maintain guest ledger accounts.
• Check daily rates via the RMS system, in line with company rate strategies.

Skills on Resume: 

• Customer Service (Soft Skills)
• Complaint Resolution (Soft Skills)
• Query Ownership (Soft Skills)
• Food Beverage Management (Hard Skills)
• Continuous Improvement (Soft Skills)
• Team Engagement (Soft Skills)
• Reservation Auditing (Hard Skills)
• Rate Monitoring (Hard Skills)

Job Summary: 

• Meet all minimum production standards individually and as a team to ensure profitability.
• Train, monitor, and develop new staff while providing continuous training to existing team members.
• Assist with selecting, hiring, and developing new team members.
• Conduct weekly team meetings to communicate current events and departmental changes.
• Motivate staff to achieve weekly and monthly performance goals.
• Provide leadership and maintain a positive influence on daily team operations.
• Deliver Tier 1 AV support to meet meeting and event requirements.
• Oversee the integration process and assist new team members with onboarding.
• Facilitate and support the coordination of off-site events.
• Serve as the primary point of contact for external vendors and service providers.

Skills on Resume: 

• Production Standards (Hard Skills)
• Staff Training (Soft Skills)
• Hiring Support (Hard Skills)
• Team Leadership (Soft Skills)
• Staff Motivation (Soft Skills)
• AV Support (Hard Skills)
• Event Coordination (Hard Skills)
• Vendor Management (Soft Skills)

Job Summary: 

• Serve as the Property Manager on Duty to oversee all operations and track service issues.
• Resolve guest situations, complaints, and grievances promptly to exceed expectations.
• Engage guests by ensuring service excellence throughout every interaction.
• Implement and monitor guest recognition and service programs.
• Collaborate with the executive team and build strong relationships with citywide clients.
• Drive occupancy levels and maximize revenue through strategic planning.
• Develop leadership abilities in Guest Service Managers and encourage professional networking.
• Deliver and train white-glove service standards, focusing on high-level guests and coaching team members for consistency.
• Recommend and implement strategic initiatives to reduce costs while maintaining or improving guest experiences.
• Collaborate with Guest Services Leadership and global operations teams to ensure seamless 24/7 coverage.

Skills on Resume: 

• Property Management (Hard Skills)
• Complaint Resolution (Soft Skills)
• Guest Engagement (Soft Skills)
• Service Program Implementation (Hard Skills)
• Client Relationship Management (Soft Skills)
• Revenue Optimization (Hard Skills)
• Leadership Development (Soft Skills)
• White-Glove Training (Hard Skills)

Job Summary: 

• Manage the day-to-day operations of the Front Office.
• Oversee room assignments and ensure smooth check-in and check-out processes.
• Create staff schedules that align with operational needs.
• Conduct training sessions to maintain consistency and service standards.
• Coach team members to encourage performance improvement.
• Counsel staff to address concerns and foster professional growth.
• Monitor guest satisfaction to ensure compliance with company standards.
• Resolve customer complaints promptly and effectively.
• Review operational issues and business flow to identify potential problems early.
• Implement strategies with the Front Office team to increase customer satisfaction.

Skills on Resume: 

• Front Office Operations (Hard Skills)
• Room Management (Hard Skills)
• Staff Scheduling (Hard Skills)
• Training Delivery (Hard Skills)
• Performance Coaching (Soft Skills)
• Staff Counseling (Soft Skills)
• Guest Satisfaction Monitoring (Soft Skills)
• Complaint Resolution (Soft Skills)

Job Summary: 

• Handle guest requests and complaints while adhering to the Company’s general guidelines.
• Handle emergency cases and coordinate with the Security Department to investigate irregularities and undesirable guests.
• Conduct hotel inspections and inform the concerned department of findings.
• Provide personal service to VIPs, regular guests, and long-staying guests.
• Ensure all opening and closing duties and check-in/out procedures are implemented in accordance with established standards.
• Prepare reports on accidents involving guests, employees, and non-hotel guests.
• Report losses and damages to persons and property inside the premises.
• Approve rebates within the amount parameters specified by the hotel’s policies and procedures.
• Ensure guest profiles are up to date and information is used in operations to support guest recognition.
• Support achievement of contact center financial objectives by contributing to budgets and ensuring efficient operations that align with cost goals.

Skills on Resume: 

• Guest Relations (Soft Skills)
• Emergency Handling (Hard Skills)
• Hotel Inspections (Hard Skills)
• VIP Service (Soft Skills)
• Front Desk Procedures (Hard Skills)
• Incident Reporting (Hard Skills)
• Damage Reporting (Hard Skills)
• Budget Support (Hard Skills)

Job Summary: 

• Manage daily operations across the client floor, including the kitchen, reception, café, and wait teams, to ensure exceptional client service standards are consistently maintained.
• Oversee direct reports and provide strong and inspirational team leadership that fosters high performance, mentoring, and coaching of staff.
• Liaise with events and business stakeholders to ensure exceptional client experiences are being delivered.
• Prepare and circulate regular team rosters and timesheets to manage business resources.
• Consult and liaise with the Business Services Manager with regard to premises issues and protocols.
• Document, communicate, and implement service procedures incorporating best practices and processes.
• Manage stock and maintain records.
• Handle general administration, expenses, and invoice management, including site budget, stock management, and monthly reporting.
• Engage and collaborate with stakeholders and business leaders, including contributing to national meetings, initiatives, recruitment, innovation, and projects.
• Collaborate with other departments to ensure guests’ needs are satisfied.

Skills on Resume: 

• Client Service Management (Soft Skills)
• Team Leadership (Soft Skills)
• Stakeholder Liaison (Soft Skills)
• Roster Management (Hard Skills)
• Premises Coordination (Hard Skills)
• Service Procedure Implementation (Hard Skills)
• Stock Management (Hard Skills)
• Administration Reporting (Hard Skills)

Job Summary: 

• Manage a team of Supervisors and support and coach them to develop and lead their own teams of Representatives.
• Inspire and unify people around a shared vision, set appropriate schedules of group meetings and 1:1s, and coach team members to grow personally and professionally.
• Oversee a large-scale operation handling high volumes of calls, messages, and emails from across the globe.
• Balance productivity and quality effectively.
• Lead a culture of excellence and accountability.
• Recruit, hire, and retain top talent.
• Identify, attract, and develop service-minded and ambitious individuals.
• Contribute to the design and execution of contact center strategies.
• Share ideas and drive execution to improve organizational structure, eliminate inefficient processes, assess performance, and enhance guest experiences.
• Ensure the team operates within budget and SLAs through strong analytical skills and consistent oversight.
• Create and maintain productivity and quality scorecards and reporting to drive accountability and results.
• Contribute to quarterly planning and prioritization to establish impactful OKRs across key pillars such as Service, Speed, Costs, People, and Revenue.

Skills on Resume: 

• Team Management (Soft Skills)
• Coaching Development (Soft Skills)
• Operations Oversight (Hard Skills)
• Productivity Quality Balance (Soft Skills)
• Talent Recruitment (Hard Skills)
• Strategy Execution (Hard Skills)
• Analytical Reporting (Hard Skills)
• OKR Planning (Hard Skills)

Job Summary: 

• Plan and coordinate lobby events.
• Coordinate community and charity programs.
• Organize spontaneous "pop-up" giveaway and promotional events.
• Foster and develop a unique One Team relationship between the management team, service providers, and partners to create a seamless and unified customer experience.
• Conduct customer visits and formal meetings, and coordinate the customers’ participation in annual surveys.
• Produce and manage all forms of customer communications, including emails, newsletters, the digital portal, and displays.
• Provide the conduit for feedback to and from customers regarding policies, procedures, and building services.
• Support the team in organizing, promoting, and managing placeholding events around the property at regular intervals.
• Administer services, including cleaning, toiletry services, toilet supplies, carpet services, end of trip facility, signage services, window cleaning services, waste services, indoor and external plant services, promotions, and other front of house contracts (subject to the discretion of the General Manager).
• Ensure all contracts are maintained within the agreed budget and seek alternative ways to improve customer service and reduce expenditure.
• Organize miscellaneous minor works related to the presentation of the building.
• Identify the work required to be undertaken, prepare a scope of works, obtain and assess quotes/tenders, and award contracts.
• Coordinate the work and carry out QA inspections.

Skills on Resume: 

• Event Coordination (Hard Skills)
• Community Programs (Soft Skills)
• Promotional Activities (Hard Skills)
• Relationship Building (Soft Skills)
• Customer Communications (Hard Skills)
• Feedback Management (Soft Skills)
• Contract Administration (Hard Skills)
• Quality Assurance (Hard Skills)

Job Summary: 

• Approve payments upon satisfactory completion of the work.
• Manage waste management and recycling programs in the buildings and manage contracts.
• Plan and implement environmental initiatives.
• Ensure customers understand the recycling programs implemented at the site.
• Report on sustainability, including collating of data for assessment.
• Plan and organize educational seminars to ensure customer awareness of EH&S obligations.
• Implement the client-approved wellness program within the property.
• Assist with the formulation and management of the annual budget.
• Assist with monthly forecasts of relevant accounts.
• Ensure regular maintenance of the website/portal to provide accurate and timely information, especially with regard to wardens, customers, news items, retail specials, and specific building issues.
• Manage enhancements of the site as requested by management.
• Manage the end-of-trip facilities, including allocation of bike racks and lockers, and maintaining the register.
• Assist with marketing initiatives if requested by the General Manager.
• Assist with general administration tasks from time to time.

Skills on Resume: 

• Payment Approval (Hard Skills)
• Waste Management (Hard Skills)
• Environmental Initiatives (Hard Skills)
• Customer Education (Soft Skills)
• Sustainability Reporting (Hard Skills)
• Budget Management (Hard Skills)
• Website Maintenance (Hard Skills)
• Administration Support (Hard Skills)