Main Responsibilities

• Ensure and observe that all employees perform their duties in accordance with the established hotel policies and procedures.
• To be fully informed about:
• All hotel facilities/services, operation hours, and concepts.
• All restaurant concepts in the hotel, menu price ranges, ambiance, and dress code.
• All food and beverage activities and restaurants in the hotel.
• The hotel's inventory records, daily occupancy rates, room inventories, price ranges, targeted monthly and yearly revenues, and daily room counts and check-ins/check-outs (especially VIP guests).
• The guest loyalty program.
• Guest VIP code assignments and preferences.
• The discrepancy list reviewed by the central office, according to date and accuracy.
• Ensure that all expected VIP accommodations are prepared according to guest preferences and oversee all VIP accommodations.
• Greet and accompany all VIP guests.
• Perform all functions in the department as needed.
• Promote a positive work environment.
• Implement action plans to meet and exceed guest expectations and monitor the service provided.
• Continuously monitor LRA, LQE, MOQA, TRUST YOU, and all other audit scores and take necessary actions.
• Ensure that accurate information is communicated to the front office team in line with future requirements.
• Ensure that hotel check-in and check-out experiences meet standards.
• Ensure that all sections of the front office operate seamlessly.
• Ensure staff punctuality, uniform standards, equipment, personal hygiene, and dress code standards are met.
• Ensure that the front office operates in a clean and organized manner, following hotel policies and standards.
• Manage guest feedback and comments until complete guest satisfaction is achieved.
• Ensure the updating and continuity of past guest records.
• Collect ETA and ETD records daily for the following day's expected guests, ensuring high-quality check-in and check-out services.
• Ensure that the next day's guest check-out records and required documentation are complete.
• Always support the front office team.
• Ensure a flawless and high-level check-in and check-out experience for hotel guests at all times.
• Foster positive relationships with guests by encouraging feedback and maintaining management's presence in the lobby area to support the team.
• Share relevant information about VIP guests, such as estimated arrival and departure times, with the Rooms Department Director (or Hotel Manager in the absence of the Rooms Director).
• Support the Rooms Department Director (or Hotel Manager in the absence of the Rooms Director) and assist with special projects when required.
• Review front office operations and procedures, and suggest improvements to the Rooms Department Director (or Hotel Manager in the absence of the Rooms Director).
• Perform other appropriate duties as directed by your manager.
• Prepare Action Plans if requested by hotel management.
• Fully implement and maintain MOGH's Legendary Quality Experience and Guiding Principles standards to ensure guest satisfaction and exceed expectations.
• Conduct interviews and hiring when necessary.
• Conduct training and quality control audits.
• Train the team, complete test standards, operational refreshers, and brand training, and conduct daily operational QA checks and role-playing sessions.
• Conduct "Performance Development Reviews" with the entire team, gathering feedback for career planning and performance monitoring.
• Lead staff training and development to ensure the highest level of guest and employee satisfaction.
• Track the training and development of new team members.
• Manage probation period evaluations.
• Maintain constant communication with the entire team and ensure feedback is accepted as necessary. Additionally, encourage efficient interdepartmental communication to improve communication quality and team collaboration.
• Keep the team up-to-date with performance feedback and forward guidance.
• Prepare shift schedules according to operational needs, ensuring adequate staffing levels to serve guests at all times.
• Continuously monitor staff performance and provide leadership on-site.
• Identify and recognize employees who have earned guest appreciation for their high performance, and thank them.
• Organize monthly department meetings for reviews of procedures and organizations that require detailed attention, gathering team ideas through brainstorming sessions.
• Motivate the team to achieve monthly targets and drive room upsells, interdepartmental sales, and other potential revenue opportunities.
• Contribute to MOHG's revenue management system.
• Monitor the correct billing of revenues, cash control, outstanding balances, and guest accounts within the hotel.
• Ensure that all financial SOPs are followed and implemented.
• Clean up and follow up on outstanding balances and credit accounts.
• Work with the Finance Director on departmental budget preparation and management.
• Collaborate with the sales team to determine the hotel’s revenue strategy, ensuring that this information is understood by the front office team.
• Work with the Reservation and Revenue departments to maximize room revenue and monitor overbookings; manage guest allocation and room balancing strategies for sales above hotel capacity, ensuring complete guest satisfaction as per MOHG principles.
• Continuously monitor the accuracy of room availability.
• Approve special guest materials and room upgrades.
• Ensure that the entire team is knowledgeable about all standard procedures, including those related to emergencies.
• Lead in emergency situations and ensure adherence to Safe and Sound Program procedures.
• Record security incidents and accidents according to hotel requirements.
• Be knowledgeable about all computer systems (INFOR, Key Systems, Actabl, etc.).
• Ensure proper data entry and continuity in the INFOR system, monitor access levels, distribute passwords, and modify configurations.
• Ensure error-free data entry and collection.
• Follow up on Actabl tags and alert relevant departments.

Requirements

• At least 2 years in a similar position at a luxury hotel
• Excellent communication skills both in Turkish & English
• Experience in managing large teams
• Hospitality Management University Degree