Pema Samdup Gurung

Responsible for the smooth operation of the hotel operations, when senior management is unavailable, ensuring timely resolution of issues requiring managerial decisions for guests and employees. Ensuring the seamless functioning of hotel facets aligns with Hamilton Island Resort standards and protocols.

• Supervise reservation, reception, restaurants and housekeeping with maintaining regular communication with staff and providing assistance as needed for better guest satisfaction.
• Handle late-night reservations and walk-in guests when necessary, ensuring secure bookings.
• Respond promptly and courteously to guest and staff inquiries, requests and complaints, ensuring satisfactory resolutions.
• Conduct night audit duties, including system rollout, report preparation and POS checks.
• Ensure compliance with licensing laws, health and safety regulations as company policies.
• Provide guest with island daily activities, facilities and tour packages and local attraction.
• Handle first aid, fire alarm, smoke alarm and health and safety incidents, reporting and responding appropriately. Respond to after-hours maintenance requests.
• Manage guest accounts and pertinent information throughout their stay, accurately recording transactions, and ensuring account accuracy.
• Attend briefings and meetings with department heads and the GM.

• Support the Executive Housekeeper in maintaining high standards for the organization and presentation of outdoor, public, and service areas.
• Guide housekeeping and public area staff to uphold standards and collaborate with the Front Office and Maintenance departments to ensure readiness for guests and the effectiveness of maintenance programs.
• Conduct daily inspections of housekeeping and public areas to verify adherence to procedures and the achievement of quality standards.
• Organize and maintain detailed records of all deep cleaning activities, ensuring cleanliness and efficient work processes.
• Address significant operational issues and guest concerns swiftly, employing effective problem-solving skills to maintain high customer service standards.
• Stand in for the Executive Housekeeper as needed, undertaking their responsibilities when required.
• Participate in the hiring, training, and evaluation of staff, ensuring alignment with company policies, excellence standards, and values
• Regularly review and adjust staff rosters as necessary to optimize manpower usage efficiently.