Position Overview: The Welcome Desk Manager oversees the daily operations of the Welcome Desk at Dukley Hotel & Resort, ensuring the delivery of exceptional, 5-star luxury service to guests. This role is responsible for implementing policies, managing staff, and fostering a memorable experience for each guest from arrival to departure. The Welcome Desk Manager maintains a standard of excellence, representing Dukley’s brand values, and enhancing the guest experience through personalized interactions, upselling property offerings, and ensuring the safety and security of all guests and assets.
Main Responsibilities:
1. Operations & Team Management
- Organize the operations of the Welcome Desk department & Wallet parking, creating and implementing policies and procedures.
- Train Welcome Desk employees, ensure staff are well-equipped to uphold Dukley’s luxury service standards.
- Maintain Welcome Desk equipment, plan and monitor the inventory and ordering of all supplies , collaborating with other departments for cleanliness and maintenance.
2. Guest Interaction and Issue Resolution
- Collect guest feedback, address guest complaints with empathy and discretion, and share insights with relevant managers.
- Serve as the point of escalation for sensitive guest relations, ensuring issues are resolved in alignment with Dukley’s high standards.
- Collects the information about guests' impressions and possible issues, personally approaches guests to solve any issues or complaints, and shares the guest feedback information with managers concerned.
3. Wallet parking , Traffic and Vehicle Management
- Monitor and direct personnel and commercial vehicle traffic on property, ensuring vehicles are legally parked and don’t obstruct traffic flow.
- Maintain security of vehicles and guest belongings, ensuring compliance with Welcome Desk policies and procedures.
4. Upselling and Revenue Generation
- Promote Dukley’s restaurants, beaches, and spa services to guests, encouraging Welcome Desk staff to actively upsell.
- Develop exclusive Welcome Desk promotions for on-property experiences and work with F&B and spa teams on new offerings.
- Provides guests with extensive information regarding property facilities, amenities, services, hours of operation.
- Serve as a communication link between Welcome Desk, Reception, F&B, Housekeeping, Security, and Maintenance, ensuring seamless guest journeys.
- Coordinate with Sales and Events teams for VIP arrivals, high-profile events, and special requests.
5. Luxury Service Standards
- Ensure all operations meet Dukley’s 5-star luxury standards, implementing guest greeting protocols reflecting Dukley’s commitment to refined service.
- Track VIP guest preferences and special requests, ensuring all interactions are personalized and memorable.
6. Guest Personalization and Memory Moments
- Design initiatives to create memorable experiences, such as welcome gifts, handwritten notes, and personalized recommendations.
- Recognize repeat guests and VIP clients with unique touches that enhance Dukley's reputation for exclusive service.
7. Security Policies and Protocols
- Develop and implement security policies, procedures, and protocols to ensure the safety and security of the organization’s assets, employees, and visitors.
- Manage security personnel, including recruitment, training, and performance management, to ensure a competent security team.
- Conduct regular risk assessments and security audits to identify vulnerabilities and implement corrective actions.
- Design and maintain an incident response plan, leading responses to security incidents and coordinating with local law enforcement as necessary.
- Oversee security systems, including CCTV, alarm systems, and access control.
- Ensure compliance with local, state, and federal regulations regarding security and safety practices.
- Develop and manage the Welcome Desk budget, ensuring cost-effective use of resources related to both service and security operations.
Qualifications:
- Education & Experience: Bachelor’s degree in Hospitality, Business, or related field preferred. Minimum 3 years of experience in a luxury hotel or resort, with 2 years in a management role.
- Skills: Exceptional communication, conflict resolution, and interpersonal skills. Proficient in hospitality technology systems.
- Leadership: Proven ability to lead a team in a high-paced environment, with a commitment to continuous improvement and staff development.
- Luxury Service Focus: Strong understanding of 5-star service standards, with a focus on delivering memorable guest experiences.
- Security Awareness: Knowledge of security protocols and experience in handling safety procedures for high-end properties.
- Upselling and Revenue Generation: Experience with upselling techniques and a strategic approach to increasing property revenue.
What we offer:
- Provided accommodation,
- Meal during the shift,
- Corporate discounts.
