Guest Services Manager (Front Office)
HH HOME HOTEL SDN. BHD.
Date: 1 week ago
City: Kota Kinabalu
Contract type: Full time
Fully responsible of the department daily operation and assist the Front Office Manager in all areas of the department. Be involved in the co-ordination of the overall operations and smooth running all areas of the Front Office Department. To ensure the services offered to guest is professional and efficient at all times. To ensure business and financial objectives for the department are met.
Responsibilities:
- Proactively develop and plan team schedule for all properties that optimizes employees strengths, recognizing their scheduling needs, while not sacrificing guest experience .
- Responsible for working with team to provide the best guest services/experience
- Troubleshoot, de-escalate and make appropriate decisions for the operations as needed.
- Responsible for being engaged with all aspects of hotel operations to be informed about events and happening to ensure that team understands what’s expected to provide the best guest experience.
- Responsible for audit and adjustment of reservations to make sure balance is zero
- Assist in housekeeping with inspections as needed.
- Responsible for creating a positive work environment for team, being a good leader, and fostering teamwork amongst team.
- Responsible for helping to train/mentor staff (new and existing) as needed
- Understand and make changes to meet revenue goals.
- Continuously pursue personal growth and the growth of your team with the support of the company.
- Assist in the handling special requests and special requests by VIPs / guests.
Requirements:
- At least 2 years’ experience in Front Office department and experiences as Guest service manager/duty manager position in 4-star city hotel.
- Willing to work on shift basis, PH, and overnight.
- Good stamina to stand for longer hours (during on duty).
- Good grooming and well presentable.
- Must have strong verbal and written communication skills in English, Malay and Chinese will be advantaged (multi-dialect is a bonus).
- Strong knowledge of customer service best practices and proven ability to use good judgment to manage guest interactions in a retail environment.
- Strong problem-solving, decision-making, and negotiation skills.
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