branasinghe490

• Partner with General Manager to ensure high standards of service is maintained in all guest contact areas and communicate with department heads on guest related matters. • Fully responsible for Madallia customer feedback management system which provides official data for Intercontinental hotels and Resorts performance on soft metrics and the backbone of data analysis related to customer satisfaction, keeping the scores up and analyzing guest feedback. • Attend regional H.E.C. meetings in S.E.A.K region and cascade relevant information to department heads • Keep open communication I.H.G. One Rewards loyalty programme members, pre arrival requirements / service while in house and post stay communications with members • Ensuring all IHG Concerto (online guest relations) platforms inquires, comments, and complaints are communicated, resolved and closed within the required time period. • Ensuring all social media comments are addressed, responded, and closed within 48 hours. • Driving Guest Satisfaction Index metrics, by encouraging guests to review the property in Google, Trip Advisor as well as in IHG social media pages • Fully responsible for, I.H.G. One Rewards Loyalty programme ensuring Loyalty Enrolments, Training and member recognition targets are met. • Ensure hotel metrics of Overall Satisfaction as well as I.H.G. One Rewards member recognition / arrival experiences exceeds the set targets and above brand benchmark average, (achieved best in class for overall satisfaction for several years in a row) • Maintaining regular and seamless communication with guests by being approachable, detailed oriented. • Taking personal responsibility for correcting service challenges, creating memorable guest experiences by responding to needs of guests and anticipate the unstated. • Coordinate and manage communication between all departments on matters impacting the guest experience. • Effectively and calmly deal with the needs of demanding guests • Rapidly resolving complaints at first point of contact, turning around complaints into compliments / retaining customer loyalty. • Assisting and leading and supervising the front office team. • Responsible for the efficient operation of hotel service application Handigo

• Resolving operational situations while ensuring the maximum guest satisfaction and communicating with the relevant department heads in order to resolve the situation to achieve smooth operation. • Directly responsible for the security and the safety of the guests as well as staff and the property. • Responsible for the Night Audit, ensuring that the daily sales revenue is calculated accurately on both rooms and the food and beverage areas and processing the daily sales and statistics reports for the management team. • Resolving the operations and guest challenges at Night Club and 4 Bars. • Managing overbooked nights with alliterative accommodation for guests and professional service recovery to retain guests. • Assisting Risk department with issues in the Night Clubs and Bars.