Achieve positive outcomes from Guest queries in a timely and efficient manner.
Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required.
Ensure that the Duty Manager/Executive Assistant Manager/Hotel Manager is kept fully aware of any relevant feedback from guests and, or, other departments.
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Conduct market research, industry benchmarking, and competitor analysis to identify trends, risks, and opportunities supporting strategic planning.
Develop and maintain market intelligence data and information sources, ensuring accuracy, completeness, and accessibility for analysis.
Prepare reports on market developments, customer trends, competitor landscape, and technology advancements, and translate findings into structured insights for business decision-making.
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Manage the full spectrum of Performance Management and Total Rewards, including the design and governance of the Performance Management System, compensation and benefits, STI and LTI frameworks, equity-based incentive scheme, job architecture, and rewards analytics to support business performance and strategic objectives.