Guest Service Manager
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JOB OVERVIEW
The Guest Service Manager will be responsible in overseeing daily operations, ensuring exceptional customer service, and maintaining a safe and efficient work environment. Will be responsible for managing and supervising a team of employees, handling customer inquiries and concerns, and collaborating with other departments to ensure the smooth functioning of the hotel operations.
KEY RESPONSIBILITIES
1. Front Office Operations
• Kindness and sufficient knowledge to provide help from all guests and accommodate guest requests.
• Should be proficient in check-in, check-out, and overall payment tasks.
• Requires proficiency in guest complain handles and processing.
• An accurate understanding of the night audit procedure regarding with hotel PMS system.
• Be able to operate and support flexibly in schedule work.
• Make sure you have a sense of responsibility in the overall department operation during night shift.
• Should be no difficulty in communication skills among employees.
• Must be accurate handling night audit report which generated by daily operation of the hotel.
• Must prevent and face for emergency situations for hotel security that occur during the night, and are responsible for the safety of hotel guests
2. Administrative & General
• Handles and keeps the record of incoming official letters in file, and report to the Front Office Manager with the information.
• Request for purchasing pantry supplies and stationaries.
• Maintains office printer functionality in good working order.
• Assists with handling government inspections
3. Others
• Take on ad-hoc office or other projects when assigned.
• Participate in Front Office committees and task force assignment.
QUALIFICATIONS & REQUIREMENTS
• Minimum Degree in Hotel Management or other related fields
• Preferred working experience in a Front Office function preferably in a hospitality or service industry
• Positive working attitude with willingness to learn
• Comfortable working in a fast-paced environment
• Excellent interpersonal and communication skills to interact well across all levels of staff
• Meticulous, organized and strong multitasking skills
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