Assistant Guest Service Manager

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

• Overlook the daily operations of the whole Concierge & Guest Service department.
• Coach, lead, guide and direct the efforts of the team in the Concierge & Guest Service department.
• Approve and adjust schedules as required based on business volume forecasts.
• Provide feedback, seize training and coaching opportunities with colleagues.
• Support training initiatives and provide a training role as required.
• Ensure everyone in the team is knowledgeable about hotel facilities, updated on activities, promotions, and happenings in the hotel/city, and can provide accurate information to guests.
• Act as an ambassador of the hotel and provide assistance for a variety of requests, making what seems impossible and unusual happen.
• Maintain a network of service providers for the efficient conduct in coordinating guest requirements.
• Ensure availability of printed materials such as brochures of local attractions, sister hotels, restaurants, city maps, etc., which may be handed over to guests.
• Manage the facilitation of guest requests relating to dining activities (both inside and outside of the hotel), shows, recreation, tours, transport, florists, doctors, dentists, childcare, and any other services which are not available at the hotel.
• Respond to queries positively.
• Follow through all endorsements at the concierge and ensure completion.
• Ensure that all luggage, messages, parcels, etc. are handled, delivered, retrieved, or stored efficiently.
• Be transparent and responsible on matters involving finances.
• Maintain absolute integrity and trustworthiness in the team.
• Adhere to the established financial guidelines and control all costs.
• Manage the daily documentation/recording of bills, particularly filing of receipts.
• Manage all activities relating to Concierge and ensure that all transactions are performed in the best interest of the company.
• Monitor responsible use of all available systems and equipment in the hotel.
• Promote and follow a safe work environment.
• Promote and lead a service-driven, results-driven work environment.
• Follow departmental SOPs (Standard Operating Procedures), including all safety policies.
• Promote all hotel services, offers, and facilities and their operating hours.
• Manage the hotel driveway & valet.
• Other duties as assigned.

Desired Candidate Profile

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal, and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Fluency in English; secondary language preferred.
• Minimum of 1 year previous proven supervisory position or equivalent in a customer service industry.
• Must have the ability to handle a multitude of tasks and guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Opera or Opera Cloud Property Management System is an asset.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.