What you'll do

• Drive the hotel's Balanced Scorecard results, focusing on overall guest satisfaction, arrival experience, elite appreciation and staff service
• Improve the contactless mobility index together with the Loyalty Manager and At Your Service Manager
• Act as main contact for guest concerns, feedback and incidents, deciding when to escalate to departmental leaders or management
• Assist Front Office Leaders with training, evaluating, counselling, motivating and coaching associates
• Build and maintain positive working relationships and support the team in reaching common goals
• Listen and respond appropriately to employee concerns
• Follow company policies and procedures, report accidents, injuries and unsafe conditions, and complete safety training and certifications
• Keep personal appearance clean and professional in line with HR grooming standards, and maintain confidentiality of proprietary information
• Welcome and acknowledge guests, anticipate and address their needs, assist individuals with disabilities and thank guests genuinely
• Speak clearly and professionally, prepare and review written documents accurately, and answer telephones with proper etiquette
• Enter and locate information using computers and POS systems
• Familiarise yourself with the hotel's Fire Emergency Announcement System and react immediately to alarms, working with the CERT and CMT teams
• Follow property procedures for emergencies such as evacuations, medical emergencies and natural disasters
• Report work-related accidents or injuries immediately to the Loss Prevention team and management
• Stay aware of undesirable persons on the premises
• Identify and correct unsafe work procedures or conditions, or report them to management and safety personnel
• Follow all company and department policies and procedures, including LSOP guidelines
• Protect company tools, equipment, machines and other assets
• Support co-workers, treat them with dignity and respect, and act with integrity at all times
• Handle sensitive employee and guest issues with tact, respect, diplomacy and confidentiality
• Help plan departmental meetings and gatherings
• Serve as a departmental role model or mentor, working alongside associates on technical or functional duties
• Encourage and motivate associates to perform their best, take responsibility and suggest improvements
• Ensure associates are trained on company core values, job roles, responsibilities and technical and service aspects
• Assign work tasks and ensure they are completed on time