•    Responsible for maintaining the Legendary Quality Experience – LQE
•    Ensure sufficient manning in Front Office appropriate to operational demand
•    Ensure staff’s punctuality, uniforms, personal hygiene and grooming standards
•    Continuously monitor staff performance and provide on-the-job guidance
•    Follow up guest comments to establish solutions appropriate to problems highlighted and motivate colleagues to take ownership of their work and follow ups. 
•    Conduct daily briefing of information important to the smooth operation of Reception and hotel. Encourage staff to focus on objectives beneficial to the guest processes 
•    Assist with the recruitment of new staff and career development of current colleagues
•    Ensure multi-skilling is achieved through the task at Front desk, Guest Relations, Concierge etc    
•    Provide support to Guest Services Agent during full-house situations and liaise with Duty Managers regarding problems resulting from “sell-out” nights
•    Maintain a high profile role within the front desk and lobby area so as to be an approachable member of the hotel
•    Attend meetings pertaining to Front Desk operations and remain up-to-date with new innovations within the hotel
•    Ensure that Front Desk staff work in a clean and tidy manner, according to hotel policies and standards
•    Co-ordinate with other departments such as Room Service (room amenities) and Housekeeping (rooms assignment and set up) to ensure smooth running of the operation and inter-departmental cooperation