Overview
We are looking for a dedicated and responsible person with a passion for making memorable experiences for guests. You will act as the brand ambassador and representative of a chain of hotels and service apartments. In this role, you will report to the General Manager.
Your key responsibilities include ensuring the smooth flow of all operational activities required for the hotel, providing support to the guests to ensure a pleasurable experience for them, overseeing all maintenance related activities and handling any urgent requirements.
You should have experience with managing property and people. You will need to be adept with working with technology - on computers and on phones.
Key Responsibilities
* On‑site team members: manage all on‑site team members at the hotel (creating shifts, ensuring attendance), oversee daily rosters and ensure work is completed.
* Ensure that billing hours match work performed; rosters shared with remote team for final approval.
* Conduct interviews and share recommendations with remote team for new recruits.
* Supervise housekeeping and maintenance quality.
* Approve leave requests where appropriate.
* Cleaning and maintenance tasks: share weekly reports for all maintenance issues with status of resolution.
* Proactively check the property for damage and oversee the fixing of small breakages before they become urgent.
* Keep track of repeating issues and convey them to the Operations Manager or housekeeping staff.
* Collect all maintenance issue reports from guests and staff to reduce number of complaints to less than 15% of total customers.
* Oversee maintenance and repairs in individual rooms and common areas.
* Extract/prepare check‑out list for housekeeping to check when rooms need to be cleaned.
* Oversee cleaning of the outside and public areas of the hotel and ensuring they are prepared for guests.
* Gather and log: number of complaints caused by housekeeping companies and number of housekeeping companies replaced.
* Respond to guests’ complaints in a timely and professional manner and contact staff to solve problems.
* Ensure smooth check‑in and check‑out.
* Give feedback on pricing and occupancy to Listing & Revenue Manager.
* Collect information on rooms and number of complaints due to unfair or inaccurate prices; communicate to Revenue Manager.
* Cooperate with other departments to avoid critical review situations.
* Assist Office Manager to establish a standard response time for different kinds of requests across various platforms.
* Manage special requests (birthday celebrations, engagement parties, etc.).
* Encourage guests at check‑out to book directly on Payman Club for a 10% discount.
* Encourage guests to leave a review for the service received and notify office if they do.
Additional Responsibilities
* Ensure overall safety and security of the hotel.
* Inventory management and order supplies.
* Understand Zeevou and in‑house technology.
* Ensure compliance with fire regulations, water management, meter reading, monthly key log check.
* Ensure relevant certifications are in place regarding safety and regulation of the hotel.
Requirements
* Experience managing property and people.
* Technical proficiency with computers and phones.
* Documentation: photo of ID card, proof of address.
#J-18808-Ljbffr