Provide upscale guest service experiences for clients throughout their stay.
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
Oversee check-in and check-out procedures, including reservations and financial transactions
Promptly address guests’ requests, like in-room dining
Actively listen to and resolve complaints
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
Inform clients of our hotel services, dining options etc.
Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures.
Appraise team’s performance and produce regular reports.
Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience.
Examine daily duties, assign tasks and check on progress.
Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.
Recommend local tourist spots, including places to dine, shop and sight-see.
Establish friendly relationships with regular hotel clients.
Maintain records of all data and forecasts arrival and departure of guests on an everyday basis and ensure an effective night team to ensure smooth operations.
Administer all operations of front desk operations such as concierge service and guest relations.
Maintain records of room inventory for facility and ensure optimal level of customer satisfaction.
Being up to date about the activities and events happening in the hostel and around the city.
Monitor all activities of front desk on everyday basis and ensure compliance to all policies and procedures to maintain exceptional quality of services.
Analyze all guest complaints and requests and ensure timely resolution for all.
Supervise working of all team members and ensure achievement of all front office objectives according to quality standards.
Monitor work of housekeeping staff and ensure efficient maintenance of all rooms according to hostel standard.
Monitor all guest ratings and comments for hostel and evaluate same to improve all services.
Ensures the cleaning of corridors, lobbies, stairways, elevators and lounges as well as guest rooms.
Organize work schedule from the room status list, arrivals and departures.
Restock room supplies such as drinking glasses, soaps, shampoos, writing supplies, mini bar.
Replace dirty linens with clean items.
Inspect and turn mattresses regularly.
Store all dirty laundry in line with company policy.
Monitor guest laundry bags.
Check all appliances in rooms are in working order.
Realign furniture and amenities according to prescribed layout.
Respond to guest queries and requests.
Respond to calls for housekeeping problems such as spills, broken glasses, etc.
Ensure confidentiality and security of guest rooms.
Follow all hostels safety and security procedures.
Report any maintenance issues or safety hazards.
Observe and report damage of hostel property