✔ Handling hotel Royal Service Operations ✔ Ensure efficient knowledgeable responses to incoming in-house guest enquiries and requests. ✔ As the department develops, to include other Back of House services. ✔ Create Standards of Operations manual for all team members. ✔ Supervise royal service employees to ensure prompt resolution of guest calls ✔ Fully conversant with all hotel room types, numbers, layout, locations, rates. ✔ Respond to all issues/feedback raised in internal and external reports including audits ✔ Ensure guest privacy and security, respecting confidential information. ✔ Maintain and effectively utilize guest profiles through Opera. ✔ Ensure all guest special requests are followed through and administrated. ✔ Ensure shift by shift handover including opportunities ✔ Prompt response to guest requests and enquiries, taking the necessary action ✔ Identify and pass on to senior leaders any potential guest issues and/or VIP requests. ✔ Preparation of the departmental, hotel budgets ✔ Ensure each employee is following the LQA and brand standards ✔ Track all guest issues from various sources and report results. ✔ Assist in recruitment, hiring, training, orientation of department personnel. ✔ Responsible for training of royal service and provide evaluation of performance ✔ Handling Fire Panel & Evacuation Systems ✔ Handling On-Job Daily Trainings