Guest Service Manager

Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
Implementing procedures to improve services offered with the aim of attracting more customers.
Ensure that all Front Office associates are trained in matters of professional conduct and in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
Support other daily tasks of the Front Office, including but unlimited from check in, check out to room arrangements for customers, ...
Coordinate with Front Office Manager on managing operations during shift, including Front Desk, Guest Service Center, Club Lounge, Gym, Pool, Concierge, Spa to ensure guest service excellence and adherence to company standards and procedures at all times.
Perform any additional duties as requested by the Front Office Manager and Hotel Management.
Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.
Complete quality room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.
Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel and especially of Front Office Department.
Act as Duty Manager and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided & deputize for Front Office Manager in his/ her absence and attend meetings as requested.
Detailed tasks will be discussed in the interview
Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction in a professional and polite manner in order to guarantee customer satisfaction.
Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.
Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.

Able to work under pressure and night shift if needed
Minimum of 3 year- experience in a similar role, strong knowledge in Front Desk Operations prefer at 5- star hotel
Fluency in English language
Bachelor Degree or Diploma in Hotel Management or related field
Knowledge of Opera- PMS software/ Basic knowledge of Microsoft products to include word, excel and outlook
Fluency in other languages such as Chinese is a plus
Excellent interpersonal and communication skills

Cập nhật gần nhất lúc: 2024-03-27 11:10:58