Main Duties and responsibilities:

Customer Service

 Ensures the delivery of brand promise and provides exceptional guest service at all times.

 Provides excellent service to internal customers in other departments as appropriate.

 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

 Maintains positive guest and colleague interactions with good working relationships.

 Establishes a rapport with guests maintaining good customer relationships.

Operational

 Ensures that minimum brand standards have been implemented.

 Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

 Works closely with other Outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.