Leadership and Team Managements:
- Lead, motivate, and manage a diverse team of guest services professionals across various locations
- Implement a training plan to ensure the team is equipped with the latest hospitality standards and practices.
- Promote and ensure inclusivity within the team, encouraging diverse perspectives and creating a supportive atmosphere for all employees.
- Implement communication strategy with the team, clients, and relevant stakeholders across all the sites.
Operations:
- Oversee all front desk, hospitality, room reservations and switchboard activities, ensuring efficient and exceptional service.
- Develop and implement standard operating procedures (SOPs) for front desk, hospitality, room reservations.
- Ensure a high standard of guest satisfaction by anticipating the guests needs.
- Collect and analyze guest feedback to continuously improve service quality.
- Implement initiatives to constantly improve the overall guest experience
Contract Management:
- Monitor and manage budgets related to guest services operations and drives business performance in the unit.
- Complete period end finance process.
- Prepare regular reports on operational performance and guest satisfaction metrics.
- Ensure compliance with all health, safety, and regulatory requirements.
- Manage regular meeting cadence and presentations with the clients.
- Ensure SLA/KPIs are adhered to at all times and achieved to the highest possible level.
- Ensure full team adheres to both client and Compass policies.
- Manage vendor relationships to ensure the highest quality of services.
Strategic Planning:
- Develop and implement strategic plans to enhance guest services across locations.
- Identify opportunities for service improvements and cost efficiencies.
- Seek opportunities to develop the contract where possible.
- Stay updated on industry trends and best practices to keep the organization competitive
Job Requirements & Qualifications:
- Min. Diploma in Hospitality or equivalent qualification with at least 5-8 years of experience in hospitality and F&B environment
- Experience working within a service industry and within a demanding fast paced environment.
- Experience in working within a team and desire to provide a five-star service
- Excellent verbal and written communication skills
- Proficiency in MS applications and knowledge of office technology and equipment
- Familiarity with conference room reservation and space management systems
- Excellent organizational and administrative skills with the ability to prioritize tasks
- Ability to carry out responsibilities with minimal supervision.
- Extensive knowledge in event and space management with focus on event logistics and execution
- Ability to think strategically in terms of both short-term and long-term objectives and challenges
