Scope of Position
Responsible for the overall smooth operation of the Hotel. Act as the "Liaison Officer" between guests and Management. Raise accurate and detail log entries for all incidents and occurrences in the hotel and follow through closely to achieve “win-win” situation between guests and hotel.
The Guest Services Manager plays a pivotal role in ensuring exceptional guest experiences and maintaining high standards of service at all touchpoints within the hotel. This position is responsible for leading and supervising the Front Office team, driving initiatives to enhance guest engagement, overseeing quality assurance processes, and fostering a positive work environment through learning and development initiatives and colleague engagement.
Responsibilities
- Attend to guest's requests and complaints
- Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology
- Ensure LQE and CQE is delivered and a smooth and successful operation is carried out in these areas daily
- Coordinate with Security with regard to any criminal act within the hotel or suspicious guests
- Ensure that standard, policies and procedures are maintained
- Responsible in reporting any cleanliness findings within the hotel and address with the relevant department
- Check VIP rooms and their special requests
- Check all public areas and colleague areas for any irregularities and cleanliness
- Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment and report defects where/when necessary
- Attend to any medical assistance not limited to guest but to colleagues as well
- Take charge during emergency until General Manager and Hotel Manager arrives
