Again this depends on the property and the role focus, but broadly speaking it would be as follows; 
Daily Operations 1. Guest Issue Management 
- Proactively address guest concerns, complaints, or issues during their stay or post-departure.
 
- Gather and analyse details on room moves, complaints, and service challenges to ensure resolution.
 
2. VIP Guest Coordination o Review and update the VIP list daily, ensuring special arrangements for occasions like birthdays, anniversaries, or events. 
- Write personalised welcome cards and liaise with the Accommodation team for accurate placement in rooms.
 
- Tailor the Experience to suit the Guest
 
3. Email and Communication Management 
- Respond promptly to emails from guests, staff, and departments.
 
- Update notes and lists to prepare for the morning meeting.
 
4. Meeting Participation
-   Share updates on upcoming VIPs during daily team meetings and any urgent Guest feedback or issues that need to be brought to the teams attention
 
5. Promotional and Local Engagement 
- Ensure all promotional materials are current and accurate and brand standard adherent .
 
- Recommend local attractions and points of interest to guests.
 
Feedback and Improvement 1. Review Strategy Management 
- Monitor and analyse reviews across all platforms (TripAdvisor, Google, internal surveys, etc.).
 
- Develop and implement strategies to improve ratings and guest sentiment.
 
- Collaborate with Heads of Departments to address patterns or recurring feedback and execute improvements
 
2. Respond to Feedback
- Reply to guest reviews promptly and professionally, ensuring concerns are acknowledged and resolved.
 
- Highlight critical feedback to HODs for immediate attention and corrective actions.
 
3. Monitor Ratings and Survey
- Track guest ratings and survey responses daily to identify trends and areas for improvement.
 
- Escalate significant issues and ensure action plans are in place
 
4. Prepare Feedback Reports
-  Compile corrective action advisories and produce a weekly Guest Experience report summarising trends, issues, and resolutions.
 
Training and Standards
 1. Customer Service Training 
- Deliver and manage training programs such as ‘Here for You’ and iNUA Guest Excellence Moments.
 
- Promote a culture of exceptional service across the property. 2. Monitor Service Standards
 
- Ensure all departments uphold the highest levels of customer service, addressing any gaps in performance with the relevant HOD.
 
Planning and Coordination 1. Rooming and Group Lists 
- Review rooming lists for upcoming stays and coordinate preparations for groups and events.
 
- Identify and prioritise VIP arrangements to ensure seamless execution.
 
2. Cross-Department Coordination
- Collaborate with departments (e.g. Sales, Reservations, Accommodation) to align efforts for delivering an exceptional guest experience
 
Administrative Duties 1. Documentation and Organisation o Maintain updated records of guest interactions, VIP preparations, and corrective actions.
- Ensure all promotional materials, welcome cards, and reports are accurately distributed and documented.
 
My role also includes Sustainability and Innovation