Guest Service Manager

Primary Responsibility:

• First point of contact at Lobby upon arrival and departure, and to ensure lobby presence at all times.

• Meet, greet and room VIPs and making courtesy calls to guests.

• Attend to guests’ enquiries, problems and complaints promptly, efficiently and courteously to the satisfaction of guests and interest of the Hotel.

• Handle guest feedback, both written and verbal and include investigations into guest complaints.

• Manage all inquiries pertaining to ALL and Accor Plus Membership.

• Respond to guest reviews on TrustYou and all online platforms.

• Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Front Office team.

• Control hotel room inventory and manage room availability. Prioritize room upgrade for ALL Gold, Platinum & Diamond members.

• Lead and support all aspects of the Front Office departments, including Front Desk, Guest Relations & Guest Services.

• Manage guest services staffing and supervision, including rostering, training, performance management, coaching, and discipline as needed, promotional recommendations, etc.

• Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition.

• Co-ordinate with Housekeeping, Engineering to ensure that all rooms are in good condition for guests stay.

• Understand and able to execute all Front Office standard operating procedures.

• Ensure information are properly communicated to subordinates and peers through briefing and other means.

• Perform and cover DM duties when required.

• Be an active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.

• Participate in company's sustainability effort for the environment and being an inclusive employer.

• Any other ad-hoc duties as assigned from time to time.

Job Requirements:

• Degree or Diploma in Hospitality Management or other relevant qualification is preferred.

• Minimum 4 years’ related experience in a full-service hotel or mid-range hotel is preferred.

• Great communication skills, ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.

• Oral and written fluency in English. Fluency in another language is an advantage

• Commitment to work rotating shift and any day, including weekends and public holidays.

• High attention to details.

• Ability to multi-task and work efficiently in a fast-paced environment.