* Ensures guests have a smooth running stay at the hotel
* Organises the customer welcome and care provided by his/her team.
* Supervises the work of the receptionists on his/her team.
* Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty
* Takes into account and anticipates guests' needs
* Handles any guest complaints that cannot be settled directly by team members and provides a rapid solution.
* Ensures that the pricing policy and internal audit procedures are duly applied