Guest Service Manager

The Guest Service Manager oversees all front office operations, including front desk, PABX, concierge, and transportation service. To continually striving to deliver the highest quality of service to guests, whilst adhering to all legal rules, regulations, and guidelines of the hotel. Good through knowledge of property management software (PMS).



Trains new front office staff in terms of works and professional conducts.

Answers letters of inquiry regarding rates and availability.

Maintains a thorough knowledge of the room rack location types of rooms, room rack operations, package plans, hotel facilities.

Maintains a detailed knowledge about the hotel's services and hours of operations.

Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.

Check guests in and out, including preparation of guest bills and authorizing payments.

Responsible for cash handling including float and banking.

Dealing efficiently with day-to-day billing and guest service queries.

Report anything considered a health and safety hazard.

Using information available, plan and control both the preparation of future shifts and effective communication to the team.

To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.

Allocation of all rooms to include, special requests, sofa bedrooms and any other requirements as directed by the Front Office Manager.

Lobby duty plays a key role in the success of the movement of our guests around the hotel.

Prevent abuse and/or destruction of hotel property.

Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets.

Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.

Knows cash handling procedures. Files and posts all changes to guest master and city ledger account.

Good understanding about the Property management software (PMS).

Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.

Do service recovery procedures.



Qualifications



Candidate to possess a Degree/Diploma in Hospitality or any relevant field.

Minimum 2 years’ experiences in same or similar role from hotels.

Strong leadership and teamwork skills

Pleasant appearance with good interpersonal and communication skills.

Good time management, organizational skills and delegation of works.

Solid interpersonal skills; able to ascertain and effectively address guest/employee needs.

Ability to promote positive relations with hotel residents and patrons

Ability to exercise good judgment with difficult guests

Understanding and ability to work in a multi-cultural environment

Service focused personality is essential; customer related experience an asset.

Ability to work well under pressure in a fast-paced environment.

Has knowledge in Opera system.