Guest Service Manager

Monitor and Oversee Financial Management of the Department

• Strategic/Business Plan development, updating and monitoring;

• Ensures development of annual budget and cost management, within the context of Front Office operations.

Manage the Staff 

• Ensures appropriate staffing consistent with needs and within the constraints of the organization’s physical and financial resource;

• Recruits, selects, orients and develops staff to meet standard performance;

• Plans, organizes, directs, coordinates the Front Office Operation’s work plan, assigns projects and programmatic responsibilities, reviews and evaluates work methods and procedures, meets with staff to identify and resolve problems.

Develop, Plan and Deliver Programs and Services  

• Manages and provides direction for day-to-day operation and administration of all components of Front Office;

• Documentation controls and filing, disciplines and efficiency of all staff order direct supervision and initiates immediate remedial action if necessary;

• Sets up employee’s’ business appointments;

• Ensures stationery supplies are maintained to standard, ordering in advance when required;

• Manages the routine servicing of equipment;

• Organizes and conducts regular meetings for all staff to facilitate communication and a smooth operation;

• Participates in broader Front Office meetings to keep abreast of issues in the department and informs our staff of same;

• Plans strategies to take full benefit of forecasted business trends;

• Analyzes employee’s strengths, weaknesses and opportunities;

• Develops and implements action plans to improve strengths, overcomes weaknesses and captures opportunities;

• Completes regular market surveys of competitor’s products;

• Approves leave after reviewing hotel occupancies;

• Prepares efficient work schedule for staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts;

• Controls detail front office administration;

• Fills and controls documentations;

• Monitors guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompts cordial attention from arrival through departure;

• Monitors guest relations personnel to ensure VIP guest consistently receive all benefits, repeats guests and other VIP’s receive special recognition and service;

• Inspects all VIP rooms prior to arrival;

• Greets VIP guests personally;

• Maintains Guest History Management;

• Liaises with other departments and necessary outside contracts to ensure excellent service delivery;

• Oversees maintenance of efficient repeat guest history system;

• Promotes Inter-Hotel sales and in-house facilities;

• Performs such functions as to include but not be limited to:

     - VIP and regular guest welcome letters;

     - Attends to special requests by guests;

• Develops and implements guest telephone contact systems;

• Handles guest complaints and refers them as necessary, follows up on corrective action;

• Compiles, analyzes and controls guest relations’ costs;

• Reviews arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests;

• Prepares requisitions for amenities on a timely basis;

• Overall responsible for ensuring and maintains the entire range of services offered for the Junket , IR & Other VIPs with the aim to maximum guest satisfaction;

• Appraises appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary;

• Organizes and conducts regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations;

• Prepares efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures;

• Front Office Manager in the day to day operation with particular regard to in-house guests;

• Ability to develops and maintains an elegantly appointed environment, with superior team members, dedicated to an attentive, distinctive experience for all dining periods;

• Maintains a friendly yet unobtrusive manner with all guests;

• Provides courteous and efficient service; works to comply with every guest request;

• Ensures that the Guest History file is constantly updated and contains all pertinent information that will aid the Front Office and other departments to render the kind of service that will not only meets but exceed guest expectations;

• Ensures that VIP & Corporate Customer rooms are with welcome letters and gifts are ready and placed in the rooms before the guest’s arrival;

• Ensures that all arrangements such as amenities, transportation arrangements, room assignments, etc. for VIP and Corporate customers are in order prior to their arrival;

• Endeavors to escort all VIP, FIT (Ambassador Guest Only) directed to the lifts at check-in. A courtesy call is to be given to them during their duration of stay with us in order to ensure everything is to their complete satisfaction;

• Promotes inter-hotel sales and in-house facilities and is knowledgeable about banquet events and giving them accurate information;

• Promotes hotel facilities according to guest needs and interest by conversing with them in an open, easy and courteous manner;

• Receives records and handles guest comments, suggestions and complaints for Management action. Reports to the Duty Manager any complaints requiring immediate action;

• Communicates with other departments to ensure a supporting team of professionals;

• Communicates with the Supportive Departments and the In Room Dinning Manager to discuss menus, marketing strategies and guest comments and concerns and amenities;

• Understands all food and beverage items offered, including ingredients, methods of preparation and proper service. Also, an expert knowledge of beverages;

• Ability to attends and participates in all required meetings;

• Assists and coordinates with Front Office reception to ensure that return guests are provided with the same type of attention, service and room category;

• Coordinates delivery of amenities and special requests with department concerned;

• Prepares special cards and amenities;

• Records all complaints in the hotel, prepares apology cards and gifts;

• Attends the daily briefing conducted by the Duty Manager;

• Ensures that the right room allocation is given to the Ambassador Guest;

• Ability to attends and participates in all required meetings;

• Promotes good public relations and handles complaints or concerns of guests;

• Performs other tasks or projects as assigned by hotel management and team members;

• The ability to keep informed of special events such as Christmas, New Year Ramadan etc.;

• Knowledge of Agilysis, ESCAPE, MICROS F & B and Communications Department system of hotel;

• To proactively welcome guests, taking an interest in them and escort them to the guest room and dining area;

• To engage guests in conversation (where appropriate);

• To assist guests with any hotel information and other requests;

• To be contactable at all times during the shift;

• To meet VIP’s upon their arrival, engages them in conversation so as to build a strong rapport between themselves and the restaurant;

• To be aware of top corporate and VIP guests of the restaurant, recognizing and welcoming them by name upon their return visits to outlet;

• To be aware of all services which the offers, inclusive of recreational, rooms, guest services, special events and promotions;

• To be totally familiar with internal hotel procedures, inclusive of housekeeping, lost and found, room, internal and external communications, fire and emergency;

• To be fully conversant with the Hotel Emergency and Evacuation Procedures;

• Ensures grooming is in line with the Hotel policy;

• Ensures that all guests’ complaints are dealt with immediately. All complaints to be handled efficiently and professionally with complete;

• Works with Superior and Front Office Manager to ensure the departmental performance of staff is productive. Duties include:

     - Assists in planning for future staffing needs;

     - Assists in recruiting in line with company guidelines;

     - Prepares and administers detailed induction program for new staff;

     - Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation;

     - Ensures training needs analysis of Guest Relations staff is carried out and training programmes are designed and implemented to meet needs;

     - Provides input for probation and formal performance appraisal discussions in line with company guidelines;

     - Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance;

     - Regularly communicates with staff and maintains good relations;

• Works with superior in the preparation and management of the department’s budget. Duties include:

     - Assists in co-coordinating the preparation of the departmental annual budget;

     - Controls and monitors departmental costs on an ongoing basis to ensure performance against budget;

• Demonstrates Awareness of OH&S policies and procedures and ensures all procedures are conducted safely and within OH&S guidelines and ensures your direct reports do the same;

• Be aware of duty of care and adheres to occupational, health and safety legislation, policies and procedures;

• Be familiar with property safety, first aid and fire and emergency procedures and operates equipment safely and sensibly;

• Initiates action to correct a hazardous situation and notifies supervisors of potential dangers;

• Logs security incidents and accidents in accordance with hotel requirements

• Master Degree or equivalent education required

• At least 3 years of progressive experience in a hotel or a related field

• Computer literate

• Possess good English communication, other language is preferable

Interested candidates should submit their CV & Cover Letter through below address and state the position applying as the subject. Only shortlisted candidates will be notified.

Telephone: 023 228822 Ext. 32004/32008

Email: [email protected]