Key Responsibilities:

• Guest Experience Management:

o Ensure all guests receive a warm welcome and a seamless check-in/check-out process.

o Proactively manage incoming guest requests.

o Handle guest inquiries, requests, and complaints promptly and professionally.

o Implement and maintain high standards of customer service to exceed guest expectations.

o Monitor guest satisfaction through feedback and reviews, taking corrective actions when necessary.

• Staff Supervision:

o Recruit, train, and supervise Front Desk, Night Audit, and Reservations staff ensuring they adhere to hotel policies and standards.

o Maintain and Manage ADP, Timecards, PTO

o Schedule and manage front desk staff shifts to ensure adequate coverage.

o Conduct regular performance reviews and provide coaching and development opportunities for team members.

Apply directly to Grace Orejas, Human Resources Business Partner at GraceO@grahamcos.com