The Guest Services Manager oversees the daily Front Office operations, ensuring that the highest levels of hospitality and services are provided. He/she attends to guest incidents and handles all any guest related matters.
Primary Responsibilities
· Accommodates all guest needs and requests, anticipating guest needs, and creating memorable experiences through personalized service
· Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
· Assists with the daily operations of Front Office
· Supervises daily duties, assign tasks, and check on progress
· Handles guests’ enquiries and incidents
· Has regular and close contact with guests to ensure in-depth understanding of feedback and trends
· Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
· Strives to improve service performance and provides services that are above and beyond for complete guest satisfaction
· Cooperates with the Finance team and leads the Front Office team on credit policies and procedures.
· Understands the impact of Front Office operations on the overall property financial goals and objectives.
· Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.
· Carries out any other duties as and when assigned by the management and department.
