Guest Services Manager

Duties and Responsibilities

• Report directly to the Front Office Manager and concurrently responsible to the General Manager on all matters of importance affecting guest services and general hotel operations.

• Has a very close working relationship with Front Office Manager.

• Co-ordinate and co-operate with all other departments as and when required and has a good working relationship with all Heads of Department and the Sales and Marketing team.

• Has a strong relationship and interaction with all hotel guests, visitors and members of the local community.

• Handle all levels of associates professionally.

• The Guest Service Manager should present himself/herself as a senior representative of managers in the handling of all guest requests and complaints concerning services affecting the hotel operations.

• Assist, help and supervise the Reception, Reservation, Call Centre and Sky Lounge

• Ensure there is a healthy and strong communication link between the various Front Office divisions and other departments.

• Is responsible for ensuring all guests are offered a faultless and speedy check-in, with the emphasis being that all guests are pre-registered and checked-in, in their respective rooms.

• Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive. Must ensure all facilities are ready to check on details of the arrangements and liaise with Front Office Manager or Assistant Director of Sales to meet guests if necessary.

• Should assist in checking VIP, regular guest and CIP (Commercially Important People) details, the accuracy of guest billings, credit policies and other visitation details.

• VIP, Regular guest & CIP :

 Ensures all arrangements are in order prior to their arrival.

 Welcomes and escorts them to their rooms as per the specified policy

 Ensures that all checkout arrangements are handled smoothly and gives personal attention upon departure.

• Should aim to check and assist the Guest Service Assistant and housekeeping Supervisors in spot-checking a few rooms at random and all suites or speciality rooms that are to be occupied on the day.

• Is responsible for maintaining a high quality standard of service offered and other guest service areas in the lobby. Should assist in these areas whenever necessary.

• Is well versed on the functions for the day and VIP movements, if any. Coordinates with Security and Concierge on manning deployment and special instructions i.e. lift movement, red carpet set up and etc.

• Reports directly to the Front Office Manager and concurrently to the General Manager regarding important information, problems, complaints and the relevant actions taken, on and on-going basis throughout the day.

• Is responsive and receptive to guest complaints, should analyse; and within the limitation set; make correct and quick decisions to ensure total guest satisfaction, whilst also protecting the hotel's property and revenues.

• Ensures briefings and shift handovers are carried out in a professional and regular manner.

• Schedules and regularly conducts routine inspections of all areas directly pertaining to hotel operations, closely scrutinising to ensure all minimum standards are met and exceeded.

• Co-ordinates with Security in the investigation of irregularities and stands witness to the breaking of safety deposit boxes and when necessary.

• Assists the Safety and Security Manager in conducting investigations as and when necessary. Assists in guest feedback.

• Is fully responsible for all emergency cases in the absence of the General Manager, Front Office Manager and Department Heads. Must be thoroughly knowledgeable with the hotel's emergency procedures.

• Ensures that all guest feedback is updated in PMS accurately and consistently. Does spot check on associate's updates.

• Shall take control over small emergency situation and exercise authority and retains confidentiality on cases at all times.

• Updates associates on room rate charges and sales & marketing programmes.

• Updates associates on rules and policies governing special promotions and that their production is tracked.

• Ensures that room rates, which have been updated by reservations, are followed.

• Must assist, to promote and up-sell inter-hotel sales and in-house facilities whenever possible.

• Is responsible to ensure all departments maintain appropriate standards of conduct, dress code, hygiene, uniform, appearance and posture according to the minimum standards set.

• Ensures superior grooming for Front of the house associates

• Responsible for ensuring all guest areas and public areas are maintained to maximum cleanliness and tidiness, and liaise with Engineering or Housekeeping on all arising matters regarding repairs, cleanliness or refreshing.

• Should at all times act as eyes and ears of Management, immediately relaying information and details.

• In the absence of other managers:

 Authorizes paid-out, rebates, cash advances, and cheque acceptance as per the established procedures.

 Authorises billing requests and grants credit arrangements in line with the hotels laid down policies.

• Co-ordinates all necessary action to be taken to ensure maximum possible great satisfaction within the prescribed procedures of the hotel.

• Performs other duties and special projects that may be assigned to him/her by the Management as and when deemed appropriate and necessary.

• To perform night shift duties. Is responsible for the entire hotel's operation in absence of the HOD and General Manager. Must be able to manage and monitor the associates movements and works closely with the Security Supervisor.

• Ensure the night audit process is carried out effectively by the Night Audit team and highlights any irregularities or discrepancies to the IT Executive

• Works closely with the Guest Service Assistant in ensuring correct data entry and checks and monitors their daily routine tasks, against their checklists.

• Effectively coaches and counsel associates as and when required.

• Conduct regular checks on associates general knowledge and on current hotel promotions and packages

• Is well versed with group arrival and departure pattern and requirements. Works closely with the team in ensuring a smooth operation.

• Checks the occupancy forecast for the month and oversees the 10 day forecast daily, for planning of manpower and liaises with the Front Office Manager on overbooking situations

• Effectively handle all 'walk out' guests during the overbooking and updates the Front Office Manager and Assistant Director of Sales on guest feedback.

• Each supervisor is held responsible for taking reasonable precautionary measures on safety and health procedures with respect to person, company property, products and services.

• Supervisory personnel should study and strictly observe all the safety regulations and safe working practices at respective departments and sections.

• To communicate and reinforce safety requirements and procedures are followed on specific job instructions.

• To ensure proper use of safe tools and equipment at all times.

• To take immediate remedial action to initiate corrective measures on unsafe conditional or environmental when deemed necessary.

• Is responsible for the general housekeeping for cleanliness and at the relevant respective departments/section safety operational process of which the supervisors are in-charge of the department/section.

• To adhere with the Quality Service Standard for all tasks specified at any one time.

• Is responsible for taking reasonable precautionary measures on safety and health procedures with respect to person, company property, products and services.

• To communicate and reinforce safety requirements and procedures are followed on specific job instructions.

• Good leadership skills.

• Assist in supervising the Front Office department in all section.

• Carries out responsibilities in accordance with the hotel's policy.

• Responsibilities include planning, assigning, delegating work, addressing complaints, grievances and resolving problems.

Front Office, Sales, Leadership, Guest Service, Safety, Marketing, emergency procedures , vip