Hotel Operations

Manage the guest journey from booking confirmation to post-stay survey. Handle check-in, room assignments, special requests, and the inevitable service failures — wrong room type, noisy neighbors, maintenance issues. Monitor online reviews and SALT scores. Train front desk staff to resolve complaints before they become 1-star reviews. Every interaction is either building loyalty or creating a detractor, and you have about 60 seconds to read the guest and respond correctly.

Coordinate room cleaning across 100-500+ rooms daily. Manage the board — which rooms are dirty, inspected, out of order, or due for deep clean. Schedule staff against occupancy forecasts and check-out patterns. Handle maintenance requests, preventive maintenance schedules, and the energy management system. Every day is a race against the 3pm check-in wave, and you're always short-staffed on the busiest days.

Staff front desk by shift based on historical patterns. Manage check-in/out queues during peak periods. Handle guest requests, complaints, and special situations. Coordinate with housekeeping on room availability.