Job Overview The Guest Services Manager is responsible for the management of all aspects of Bell or Porter functions in accordance with hotel standards. The incumbent directs, implements and maintains the Bell service and management philosophy that serves as a guide to staff. The Guest Services Manager is also responsible for developing and maintaining the service of all guests visiting the hotel.
Key Responsibilities - Oversee day to day operations of the Front Office
- Oversee the Bell team
- Handle guest complaints by following the procedures and ensuring guest satisfaction
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
- Follow up to ensure completion and guest satisfaction
- Request car valets for event days
- Responsible for scheduling of staff on busy days.
- Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.
- Work together with the internal teams on transportation arrangements and other requests from guests
- Provide guestroom and site inspections
- Update and Follow-up QIAF
- Perform any task assigned by any FOM / FOHM
Talent Profile - Degree or Diploma in Hospitality Management or equivalent
- Minimum 2 to 3 years work experience in the guest services, front desk, or related professional
- Fluent in English and a second language
- Knowledge of telephone etiquette
- Willing to work flexible hours, including weekends, holidays
0
Learn more...
