Job Purpose

This position is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Primary

Responsibilities

Key Responsibilities

Ensure a warm welcome and professional farewell for all guests, creating a positive and memorable guest experience.

• Organize and coordinate special events, VIP arrivals, and personalized guest experiences according to guest preferences.
• Monitor guest satisfaction and feedback and implement appropriate actions to improve the overall guest experience.
• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.
• Maintain accurate guest records, preferences, and special requests in the hotel management system to support personalized service.
• Assist in developing and implementing initiatives to improve guest satisfaction, engagement, and loyalty.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Knowledge and Experience

• Diploma in Tourism / Hospitality Management
• Minimum 2 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times