DUTIES AND RESPONSIBILITIES
- MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE, BELL SERVICE, DOOR SERVICE, PARKING VALET, NIGHT RUNNERS
- Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotel’s standards and in line with hotels’ strategic plan
- Manpower planning, recruitment, training, deployment
- Liaison between Front Office departments and rest of hotel for effective guest experience
- Develop, implement, evaluate, review and conduct training and audits in accordance with the hotels’ overall training and development plan
- MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM
- Handles capital and asset planning, requisition
- Responsible for budgeting, planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
- Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
- Responsible for issuing, monitoring and negotiating all contracts, agreements and billings involving the department’s areas of responsibility
- Responsible for developing, implementing, evaluating, reviewing and conducting training & CCTV audits in accordance with the hotels’ overall training and service development plan
- Prepare, review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels ‘operating standards
- Conduct performance reviews, coaching, counseling and disciplining sessions with colleagues
- Handles Guest Services inventory control system
- Ensure that safety, health and security policies and procedures are adhered to in areas of responsibility
- Coordinate and conduct bi-monthly department, concierge and officers’ meetings to update colleagues on hotels’ objectives, performance and goals
- Coordinate, conduct and attend all other necessary meetings as and when required
- INVOLVEMENT IN A WIDER JOB FUNCTION
- Presence in the driveway and lobby area at critical guest flow time
- Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
- Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
- Recommend, justify, coordinate and implement hotel projects in relation to process improvements
- Use Quality Management systems to monitor and improve speed of response time and review progress
- Review and analyze trend in guests’ needs and recommend operational changes, if needed to improve guest satisfaction and colleagues productivity
- Develop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in department
- INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM
- Ensure cleanliness and appearance of lobby and related areas
- Hands-on knowledge of computer hardware and software to manage systems and generate reports, presentations and correspondence
- Capable of planning, defining, co-ordination and managing a service delivery system utilizing human resources, tools, data and service standards
- Interface the needs/requirements of other departments with: Housekeeping, Engineering, F&B service, Security, Finance, T&C
- Knowledge of Operations of group/convention activities and manpower planning
- Knowledge of Quality Management systems
- Knowledge of financial planning and budgeting
- Provide a level of safety & security for arrival & departure of guests/visitors
