• Perform other duties as assigned by the Mall Manager or General Manager
• To assist in maintaining and/or develop agreed operating procedures involved in the Front Office and to ensure all Front Office employees adhere to the correct procedures as laid down in the operating manuals
• To ensure a smooth and efficient running of the Mall operation, ensuring that all hotel guests and visitors receive and optimum level of service and care at all times
• To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Mall and / or its reputation
• Drive improvement in guest satisfaction goals. Collaborate with team members to establish and implement services and programs that meet or exceed guest expectations
• To set a high example in regard to punctuality, appearance, courtesy, performance, attitude, leadership, guest relations, observance of the house rules, loyalty to Management and interdepartmental co-operation