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To play a substantial role in delivering outstanding guest experiences within the Front Office Department. As a key member of our esteemed team, your primary responsibility will be to ensure the seamless operation of front desk services, elevating the overall guest journey. This involves overseeing and coordinating the activities of Front Office Heartists to deliver exceptional guest experience, maintain high operational standards, and embody the essence of hospitality. General Responsibilities Live and support The Company's vision, ambition, and purpose. Deliver the highest quality service to exceed expectations. To be attentive to personal hygiene and grooming standards. Develop yourself by attending all training required in your department and property. Developing Heartists by delivering necessary trainings. Maintain a safe and healthy work environment by following a fire, health, and safety standards at all times for self, colleagues, and guests. To be flexible to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs. Key Job Responsibilities Answer incoming calls promptly and courteously, adhering to established hotel communication standards. Provide accurate information regarding hotel facilities, services, and promotions. Handle guest inquiries, requests, and concerns promptly and efficiently. Efficiently handle and route calls to the appropriate departments or personnel. Coordinate with other hotel departments to fulfill guest requests. Handle guest inquiries and concerns with a positive and solution-oriented approach. Assist guests with special requests, such as room service orders, wake-up calls, and transportation arrangements. Handle guest inquiries and concerns with a positive and solution-oriented approach. Exceed guest expectations by delivering personalized and attentive service. Relay messages accurately and promptly to ensure guest needs are met. Handle emergency situations calmly and effectively, following established procedures. Follow established protocols for handling emergency situations and promptly alert the appropriate personnel. Work closely with security and other hotel departments to ensure a coordinated response. Communicate guest preferences and special requests to relevant departments. Uphold the hotel's standards of service excellence and contribute to a positive work environment. Stay informed about hotel events, promotions, and services to provide accurate and up-to-date information. Maintain the confidentiality of guest information and adhere to security protocols. Follow established hotel policies and procedures related to communication and guest services. Responsible for contributing to and achieving department targets, scores, and Key Performance Indicators (KPIs) set by the head of the department. Participate in training programs to stay updated on hotel services and procedures. Health, Safety & Environment Responsibilities Comply with legal requirements of the Company HSE Policies, Rules, and Regulations and any other HSE initiatives taken by the Company to provide a safe and healthy work environment. Ensure that all potential and real Hazards are reported immediately and rectified. Rehearse, implement, enforce, and be fully conversant with all departmental Fire, Emergency, and Bomb procedures, including local health measures as set by local regulations. Practice safe work habits following company health, safety, and environment policies and maintain a procedure to minimize our impact on the environment and prevent pollution. Adhere and support company commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc.) We reserve the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.