Exceptional Guest Experience Professional

Guest Services Manager Position Overview

The Guest Services Manager is responsible for ensuring the smooth operation of daily guest experiences within the Rooms Division, delivering exceptional service standards and maintaining high levels of guest satisfaction.

• Key Responsibilities:
• Attend to guest's requests and complaints in a prompt and professional manner
• Investigate and address complaints, providing an explanation and apology where necessary
• Ensure efficient delivery of services in key areas such as LQE and CQE, promoting a positive experience for guests
• Coordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups, and special requests
• Work closely with Engineering and Housekeeping to ensure all rooms are ready for sale in proper condition
• Coordinate with Food and Beverage on special requests for VIPs
• Collaborate with Security on suspicious guests or criminal activity within the hotel
• Minimize bad debts, skippers, untraceable charges, and allowances by working closely with cashiers and other departments
• Inspect VIP arrival rooms, setting up amenities as required
• Meet and greet VIP arrivals and departures, as directed by the Director of Rooms or Front Office Manager
• Uphold FLHSS procedures and grooming standards within the division
• Ensure effective communication through daily briefings, weekly updates, and monthly brainstorming sessions
• Attend scheduled meetings and perform any assigned duties
• Maintain standard operating procedures and policies within the division
• Report cleanliness findings and address with relevant departments
• Strive to make guests feel comfortable and contented at all times
• Take charge during emergencies until the General Manager or Hotel Manager arrives
• Recommend improvements in hotel operations, focusing on enhancing service, revenue growth, and efficiency
• Check reading files for new emails, faxes, or correspondence that require personal attention
• Attend Front Office briefings and Operations meetings, ensuring instructions are carried out promptly
• Highlight log entries during daily Operations meetings
• Review day arrival reports, ensuring necessary preparations are made by respective departments
• Verify VIP rooms and special requests
• Check public areas and colleague spaces for irregularities and cleanliness
• Monitor the working condition of elevators, lobby lights, air conditioning, in-house music, and other hotel equipment, reporting defects when necessary
• Confirm daily event orders, ensuring signboards and arrangements are completed
• Ensure IT equipment at reception and lobby is functioning properly
• Log all complaints/irregularities for Management reference
• Handle guest complaints, transmitting them to concerned departments and ensuring corrective actions are taken promptly
• Regularly check colleagues' appearance and grooming
• Conduct physical room checks for remaining departures beyond 1600 hours
• Verify Housekeeping reports and follow up on discrepancies with Front Office colleagues
• Ensure public area lights are lit at the appropriate time
• Verify sky signs are fully lit at 1900hrs
• Conduct random checks to ensure no colleagues sleep while on night duty
• Ensure thorough cleaning and inspection of areas by night cleaners
• Run night audit for HMS and InfoGenesis
• Offer assistance in all areas, particularly operations
• Attend Rooms Division update weekly
• Provide departmental training and suggest improvements whenever necessary
• Provide medical assistance to guests and colleagues as needed
• Take charge during emergencies until the General Manager and Hotel Manager arrive
• Perform any assignment delegated by the General Manager, Hotel Manager, Director of Rooms, or Front Office Manager