1. Operations Management

• Oversee day-to-day operations of Front Office, Housekeeping, and related guest service areas.
• Ensure rooms are cleaned, inspected, and ready for guest arrivals according to resort standards.
• Supervise front desk operations including reservations, check-in/check-out, billing, and guest inquiries.
• Coordinate with Maintenance to resolve room defects promptly.
• Monitor resort occupancy, room allocations, and overbooking strategies.

2. Guest Service & Experience

• Maintain high levels of guest satisfaction through efficient service and attention to detail.
• Handle guest complaints and feedback professionally and promptly.
• Work closely with other departments (F&B, Recreation, Maintenance) to deliver seamless guest experiences.
• Ensure VIP guests, groups, and special requests are handled with care and precision.

3. Team Leadership & Training

• Lead, train, and motivate Front Office and Housekeeping teams.
• Conduct regular briefings and training sessions to enhance service standards.
• Prepare staff schedules, manage attendance, and maintain productivity levels.
• Conduct performance evaluations and provide feedback and coaching.

4. Financial & Administrative Duties

• Assist in preparing departmental budgets and control costs (labor, linen, cleaning supplies, amenities).
• Analyze revenue and occupancy reports to identify trends and opportunities.
• Maintain accurate records related to occupancy, guest feedback, maintenance requests, and inventories.
• Support the implementation of revenue management and upselling strategies.

5. Standards & Compliance

• Ensure all rooms, public areas, and back-of-house spaces meet cleanliness and safety standards.
• Enforce compliance with resort policies, SOPs, and health & safety regulations.
• Regularly inspect guest rooms and public areas for quality assurance.

Qualifications & Skills:

• Bachelor’s degree or diploma in Hotel/Resort Management or related field.
• 4+ years of experience in hospitality operations, with at least 2 years in a supervisory or managerial role.
• Strong leadership, communication, and organizational skills.
• Sound knowledge of Front Office and Housekeeping operations.
• Proficiency in property management systems (PMS) and MS Office Suite.
• Excellent problem-solving and guest relations abilities.