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Guest Services Manager

Contact Details

Office Address
Confidential information
Phone
Confidential information
Contact Name
Hospitality jobs
 Vacancies
Email
ceo@bhfirstconsulting.com

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Guest Services Manager

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About the job
Based at the Mandarin Oriental, Canouan, the Guest Services Manager is responsible for daily smooth operations within the Rooms Division, delivering exceptional guest experiences, and maintaining high service standards. The position reports directly to the Front Office Manager.
As Guest Services Manager, you will be responsible for the following duties:  
  • 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 Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests
  • Coordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition
  • Coordinate with Housekeeping and Food and Beverage on any special requests for VIPs
  • Coordinate with Security with regards to any criminal act within the hotel or suspicious guests
  • Coordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc, to minimize bad debts, skippers, untraceable charges and allowances
  • Inspect VIPs arrival rooms with appropriate amenities set up
  • Meet and greet VIPs arrivals and departures as highlighted by Director of Rooms or Front Office Manager
  • Uphold FLHSS procedures within the division
  • Uphold grooming standards
  • Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department
  • Attend scheduled meetings
  • Perform any other duties as assigned by Superior
  • Ensure that standard, policies and procedures are maintained
  • Responsible in reporting any cleanliness findings within the hotel and address with the relevant department
  • Make every effort to ensure that guests of the hotel are made as comfortable and contented as possible
  • Coordinate and take charge of any emergency until General Manager or Hotel Manager arrives
  • Recommend improvements in hotel operations where there are opportunities for improving service, increase revenue, etc
  • Check the reading file to update on all new e-mails, faxes or correspondence which may require personal attention
  • Attend Front Office briefing and Operations meeting and ensure that all instruction given is carry out expeditiously
  • Highlight log entries during daily Operations meeting
  • Check through the day arrival report and ensures that the necessary preparations are done by respective departments
  • 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
  • Check daily event order and ensure that the necessary signboards and arrangements are done

This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.

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