Partners with General Manager of the hotel to create the hotels annual business strategy. Develops departmental goals and strategies to ensure alignment with the hotels business strategy.
Conducts periodic competition analysis and plans tactical strategies to increase and maintain a leading share in the market.
Develops & Implements the annual plan using the TBEM framework, linking the department's objectives to the unit's overall strategy.
Conducts Rooms Checks with the Executive Housekeeper and Chief Engineer every day for VVIP and HWC guests arrival rooms.
Conducts internal audits of basic processes of Rooms Division in a systematic manner to check adherence and control deviations.
Overviews and co-ordinates with the Chief Engineer and Executive Housekeeper with regards to room refurbishments, renovations and shutdowns for maintenance activities.
Reviews all group bookings, smooth check-in/check outs of all guests with proper preparation and settlement of invoices.
Ensures speedy and timely actions during emergency situations as per the SOP guidlines.
Reviews guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
Maintains regular contacts with corporate and individual guests, and builds strong relationships with them.
Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Member and HWC (Handle with Care) guests, on arrival or during the stay and ensures they have a seamless experience.
