Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.

Ensures that Front Office employees also provide excellent service to internal customers as appropriate.

Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Assistant Manager.

Ensures that all Front Office employees are aware of current promotions, policies and other important information.

Ensures that all Front Office employees are familiar with the hotel’s products and services.

Implements consistent guest recognition programmes and maintains a relevant guest history database.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.