- Browse Job
- Guest Services Manager
- Position
- Guest Services Manager
- Department
- Front Office - Grand Lisboa Hotel
- Working Location
- Macau Peninsula
- Post Date
- 21/11/2024
- Requirements
-
• Bachelor degree or above in Tourism / Hotel Management / Language or related disciplines is preferred
• With related professional training certificate is preferred
• Minimum of 6 years’ work experience in a similar role in a hotel environment or property of a similar scale
• Minimum of 2 years’ experience in a supervisory capacity in a hotel Front Office environment
• Strong customer service orientation and attention to details
• Able to communicate effectively with customers and coworkers
• Proficient in Hotel Property Management System (Opera)
• Proficiency in Microsoft Office
• Proficient in spoken and written Chinese and English
• Required to work on shift
- Responsibilities
-
• Observes and ensures that all colleagues are performing their duties in accordance with established hotel’s policies and procedures
• Represent management in handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner
• Assist all departments with any service lapses that may arise
• Empowered to make decisions in the best interest of the hotel from a sound understanding of how decisions are made, ensuring consistency
• Ensure effective communications to all colleagues on a day-to-day basis
• Maintain complete knowledge of:
• All hotel features/services, hours of operation
• All hotel restaurant food concepts, menu price range, dress code and ambiance
• All hotel catering events and restaurant covers
• All hotel room inventory, daily occupancy
• Keep well informed and up-to date with current, future room inventory and selling strategies to ensure maximum yield is achieved each day
• Perform daily walk-through throughout the hotel
• Inspects all public and back of the house areas and ensure immaculate cleanliness at all times while identifying any potential safety hazards
• Responsible for inspection of all VIPs accommodations ensuring all details are captured based on guest preferences
• Communicate with relevant Department Heads to ensure documentation of all incidents
• Handle all guest accidents in conjunction with security ensuring thorough investigation is completed and all information are being sent to the appropriate Management for immediate action
• Records all incidents via system to encompass
• Guest Incidents
• Guest Injury, Sickness and Accidents
• Employee Accidents
• Business Irregularities
• Emergency Events
• Welcomes designated VIPs and escort them to their accommodations
• Maintain a thorough understanding of the policies and procedures for all emergency situations to ensure they are handled in accordance to the hotel’s policies and procedures
• Take responsibility for the safekeeping and utilization of the master and emergency keys whilst on duty
• Assist in the rooming of guests during heavy arrivals and the checking in / out of guests during peak periods
• Witness the removal of guest’s money and other valuables, receive and place items in the agreed upon location as determined with Security under the Lost and Found Policy
• To assist the Front Office Manager as directed and for special projects as requested
• Perform any and all functions in all divisions when needed
• To coach and develop colleagues
• Ensure close monitoring of Annual Leave, Public Holiday and overtime clearance
• Ensure high level of grooming, hygiene and punctuality of Front Office team members
• Ensure team members’ uniforms, equipment, personal hygiene and grooming standards meets the required standards as stipulated
• Identify and praise colleagues that are recommended by guests for their good work
• Maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and action when needed
