Job Title: Senior Hospitality Lead
About the Role:
* Promote exceptional guest experiences in a luxury spa hotel setting by leading the front office team.
* Oversee all front office operations including check-in/check-out, reservations, guest services, and concierge to ensure seamless execution.
* Develop and train staff to maintain high standards of customer service, liaise with other departments for operational efficiencies, and drive business growth.
Key Responsibilities:
* Manage front office operations: reservations, reception, concierge, guest services, ensuring timely and efficient delivery.
* Ensure high standards of customer service throughout check-in/out, enquiries, special requests, and resolve any issues promptly.
* Lead, train, and supervise the front office team; roster duty shifts; ensure continuous development and performance improvement.
* Maintain and monitor front office financials: cash handling, billing, night audit, folio reconciliation to minimize errors and discrepancies.
* Liaise with housekeeping & maintenance to ensure accurate room status, smooth room turnovers, and guest rooms ready on time, maintaining a positive reputation.
Benefits:
* Foster a positive work environment that encourages collaboration, innovation, and teamwork.
* Develop and implement strategies to improve operational efficiency, reduce costs, and enhance customer satisfaction.