Guest Service Manager

Job Responsibilities

A.    Club Lounge

Managing VIP and Premier Wing guests in aspects, including the following but not limited to:

1. Providing services and maintaining smooth operation of the Club Lounges

2. Performing pre-arrival room assignment for VIPs and Club guests by coordinating with inter-departments and sections within Front Office.

3. Rooms checking and set up of amenities for VIP and Club rooms.

4. Welcome and check-in of VIPs and Club guests, inclusive of escorting guests to rooms and explanation of facilities and services available.

5. Anticipate in-stay guests’ needs, enquire experience during stay and render appropriate services whenever applicable.

6. Work and liaise with Duty Managers/ Assistant Front Office Manager to ensure smooth operations and requirements is managed well without disruption in services.

7. Liaise with Head of Culinary, Front Office Manager and Food & Beverage department on the food and services offered in Club Lounges.

8. Perform check-out and establish post-stay feedback for improvement.

9. Managing and control of Club Lounges expenses, inventories and requisition.

B.    Team Members

Performs training duties on all aspects of guest services to all frontline staff

1. Leads and supervises a team of Guest Relations Officers (GROs) for the prestige services at Club Lounge.

2. Conduct cross training, groom and train potential Guest Service Officers (GSOs) to alleviate their level of service in preparation for their next level in their career path.

3. Train the team on the use and accuracy in input of data for all the systems use in the hotel such as Property Management System, Point of Sales system.

4. Encourage team members participation in programmes and exercise that hotel embark on to create better guest awareness.

C.    Guest Recognition and Amenities

1. Establish good rapport with VIPs, Club guests and regular guests.

2. Create guests’ recognition programmes for regular guests.

3. Regular conversation with long staying guests to ensure comfortable stay

4. Garner positive reviews from guests to lift hotel to a better market positioning.

5. Periodic reviewing of guest amenities programmes to ensure offering is comparable to those in the industry.

D.    Guest Profile

1. Updates guests’ preferences and history diligently for reference and follow-ups

2. Guest feedback via all platforms to be updated in guests’ profiles and brief to all Front Office team members on guest’s next visit.

E.    Reports and Others

1. Provides constant feedback to the Management on the established preferences of all guests and ensures a high return percentage on the Club floors.

2. Provide monthly data on positive and negative reviews received pertaining to Front Office and Club Service (Rooms, Lounges and Services) to Front Office Manager for uplifting of expectation and services offered.

3. Works closely with other operational departments, in particular with Housekeeping and Engineering to provide seamless and consistent guest service.

4. Guides and leads by example to ensure hotel’s disciplinary and standards are enforced and abided accordingly.

5. To coordinate guests and staff during an emergency and have good knowledge of fire procedures.

6. Performs any other job tasks assigned by Front Office Management.

Education & Work Experience

• GCE ‘A’ Level or Diploma in Tourism Studies

• At least 3 years in a similar position

• Possesses a friendly and confident personality

• Excellent knowledge on PMS Opera system