Maria Kanwal

Guest Services Manager @洲际酒店集团

London, GB

Supervise front desk operations including check-in, check-out, and guest inquiries.Monitor key performance indicators (KPIs) such as occupancy rates, average dailyrate (ADR), revenue per available room, guest satisfaction scores, and operationalcosts.Implement and maintain standard operating procedures (SOPs) across departments.Identify training needs and coordinate internal or external training programs.Handle escalated guest complaints and resolve service issues efficiently.Implement guest feedback systems and analyze data to drive improvements.Conduct regular inspections of guest areas and facilities to maintain standards.Analyze operational costs and recommend cost-saving measures withoutcompromising service quality.Ensure compliance with health, safety, sanitation, and legal regulations.Conduct regular safety drills and ensure emergency protocols are in place.Participate in strategic meetings related to hotel expansion, branding, and processimprovement initiatives.Coordinate with housekeeping, maintenance, and food & beverage teams to fulfillguest needs.Manage VIP guests, special requests, and loyalty program members with extra care.Assist with budgeting, scheduling, and inventory management for front officeoperations.