About this role
- Front Desk Supervision & Daily Operations: Supervise daily reception workflow, including opening/closing procedures, VIP/group room assignments, check-ins, check-outs, and shift checklists in accordance with Kempinski standards.
- Guest Experience & Inquiries: Deliver courteous, efficient service; handle guest requests, inquiries, and Lost & Found correspondence; escalate and resolve complex complaints promptly.
- Group Management & Upselling: Lead group arrivals and departures to ensure seamless execution, actively promote hotel facilities, and maximize rooms upselling opportunities.
- Interdepartmental Coordination: Liaise across departments to verify accurate guest billing, room types, rates, and special requests prior to arrival.
- Team Onboarding & Communication: Facilitate new hire induction and training, manage supervisor-level email correspondence without delay, and maintain clear shift handovers.
- Cost Control & Work Environment: Monitor operating supplies to minimize waste, keep work areas clean and organized, and maintain operational flexibility to support other Rooms Division sections as needed.