Guest Services Manager

Job Description

We are currently seeking passionate and dynamic guest-focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests. As a Guest Services Manager you are responsible for delivering professional and customer-focused service to our guests, ensuring their stay becomes a memorable experience. Your key responsibilities include:

• Maintain an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information.
• Actively elicit guest feedback and preferences regarding hotel services and ensure actions are taken to maximize guest satisfaction.
• Monitor guest service personnel to ensure maximum satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems and attending to their requests or queries with dispatch immediately.
• Ensure an efficient, clean, safe and hygienic upkeep of all front office areas.
• Assure compliance and coordination of guest needs, requests and personal preferences.
• Organise and implement all special needs, personal preferences and amenity distribution in accordance with departmental standards.

You should ideally have a degree in the hospitality field with previous experience in the Front Office Department within a hotel. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literacy and knowledge of Opera will be highly regarded.

• Understanding Hotel Operations
• Effective Communication
• Planning for Business
• Supervising People
• Understanding Differences
• Supervising Operations
• Teamwork
• Adaptability
• Customer Focus
• Drive for Results