Guest Services Manager

Job Description

We are currently seeking passionate and dynamic guest-focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Guest Services Manager, you are responsible for providing professional and customer-focused service to our guests, ensuring their stay will become a memorable experience. Your role will include key responsibilities such as:

1. Maintain an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions, and any allied information.
2. Actively elicit guest feedback and preferences regarding hotel services and ensure action is initiated to maximize guest satisfaction.
3. Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
4. Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch.
5. Responsible for an efficient, clean, safe, and hygienic upholding of all front office areas.
6. Assure compliance and coordination of guests' needs, requests, and personal preferences.
7. Organize and implement all special needs, personal preferences, and amenity distribution in accordance with the department's standards.

Skills

Education, Qualifications & Experiences

You should ideally have a degree in the hospitality field with previous experience in the Front Office Department within a hotel. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literacy and knowledge of Opera will be highly regarded.

Knowledge & Competencies

The ideal candidate will be well-versed in Guest Relations and Executive Club operations with excellent presentation and communication skills, as well as a high aptitude for customer care. You are an outgoing, charismatic, and approachable character, who works well under pressure in a fast-paced environment and is a great team leader, thriving in working with a multi-cultural team and guests alike, while possessing the following additional competencies:

1. Understanding Hotel Operations
2. Effective Communication
3. Planning for Business
4. Supervising People
5. Understanding Differences
6. Supervising Operations
7. Teamwork
8. Adaptability
9. Customer Focus
10. Drive for Results