Guest Service Manager (Duty Manager)

KEY RESPONSIBILITIES

Job Summary –

Represent the management and act on behalf especially in guest relations. Responsible for the smooth operation of Front Office department at all time. Ensuring that highest level of efficiency and guest satisfaction are achieved whilst maximizing rooms and other related revenue.

To perform 3 rotating shift duties; Morning, Afternoon and Night in accordance with duty roster as planned. Ensure attendance sign in and out daily.

Essential Duties and Responsibilities – (Key Activities)

Eagerly connect with everything and everyone, foster an environment where social responsibility, art, culture, food and technology are topics of great interests. Always, build and develop communities that promote diversity and connections. Furthermore, is engine for creativity and innovation coupled with counterbalance to complexity

1. Administrative Responsibilities

• Proactively build and develop communities where knowledge is shared and that promotes diversity and connections. Initiates and maintains effective communication between the Front Office department and all other departments. Assists to prepare and update regularly the Front Office Departmental Operations Manual.

• Building a connected community. Work together with the section manager to improve guest experience, quality and standard of services, the profitability of the hotel and the general working environment for the associates.

• Is engine for creativity & innovation, foster collaboration, inspiration and entrepreneurship.

• Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.

• Develop performance and quality standards for operations and drive the service quality of the department.

• Submits all guests / employees’ incident reports.

• Reports and records “Lost and Found” items.

2. Operations

• Familiarize self with all kind of emergency procedures and take command post until a hotel executive arrives and takes over during the emergency situations, such as e.g.

- Fire Precaution

- Bomb / Threat Incident

- Theft

- Elevator Trap Incident

- Blackout / Power Failure

- Injury / Accident of guest or associate

- Evacuation

- Undesirable Person

• Familiarize self with all front office policy and procedures.

• Acquaint with the rate structure, room categories, F&B outlets and all kind of facilities that provide in the hotel.

• Offer assistance to all sections at front office and supervise the lobby activities when the traffic is busy.

• Coordinate with credit department for guest credit arrangement and billing instruction.

• Attend daily briefing / debriefing and any monthly meeting on time.

• Handle guest’s complaint and special request tactfully, record down in internal log book and copy to the department concerned for necessary action taken.

• Maintain the cleanliness of public areas and guest behaviour and take the corrective actions if necessary.

• Inspect rooms assigned to VIP, special attention and regular guests and make sure those rooms are in good condition with amenities prior to guests’ arrival.

• Meet & greet the VIP, special attention and regular guests upon their arrival, check-in and escort to room. Bid farewell to them upon their departure from hotel.

• Conduct a courtesy call to the guests as required and assist to arrange the departure transportation if necessary.

• Review all folios for VIP, special attention and regular guests prior their departure as to avoid any irregular item was posted.

• Ensure the appropriate room assignment was given to the VIP guests.

• Record and handle the turn away guests and arrange an alternative accommodation when the hotel is fully booked.

• Record all delivery of cash and valuables and keep them until collection by guests / outsider.

• Assist Housekeeping and Security to keep valuable lost and found items if necessary.

• Review the daily event board in regards of the hotel catering activities.

• Arrange the appropriate amenities for guest who was not satisfied with the hotel service / facility or sick in hospital.

• Conduct a hotel tour for visitors if Sales department are not available.

• Coordinate with security department and open the locked safe for in-house guest and checked-out room.

• Handle guest’s sleep out, double-locked and unlocked as requested by guests.

• Sort and review all incoming fax, email after office hours or during public holiday and take immediate response if necessary.

• Problem solving in all outlets in the absence of F&B executive.

• Conduct floor patrol and hotel premises with security during overnight.

• Routine patrol hotel premises.

• Prepare / save the necessary reports for the following days to review.

• Review the guest in-house rate, check flash report, room analysis report etc., assure all figures are accurate before circulate to executive committee member in the morning.

• Carries out any other reasonable duties and responsibilities as assigned.

• Authority:

- Extend complimentary courtesies such as fruit basket, pralines, room upgrade to next category late check-out, early check –in, welcome drink, etc. while handling guest complaint. (Refer Delegation Authority Guidelines).

3. Personnel

• Assists to ensure the punctuality and appearance of all associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

• Assists in the planning and implementation of effective training programmes for all Commons associates in coordination with the Departmental Trainers.

• Assist to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.

• Encourage problems solving by associates through proper training and empowerment.

• Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

Others

• Attends and contributes to all training sessions and meetings as required.

• Exercises responsible management and behaviour at all times and positively representing the hotel management team and New World brand.

• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners, other organisations, travel agencies, local business groups and airlines.

• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

• Ensures high standards of personal presentation and grooming.

• Carries out any other reasonable duties and responsibilities as assigned.

Other standard responsibilities

• Complies with the company policies.

• Works within all pre-set budgetary limits.

• Takes on other tasks in addition of the ones stated, in a reasonable framework.

• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs

• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Models the company’s culture, vision, mission and core values at all times.

Others

• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

• Competitive salary and packages.
• Service Charge.
• Interesting training course provided by hotel and Rosewood group.
• Professional working environment with international branding.

• 1. Social Skills
• • Operational knowledge
• • Mature, people person and good motivator; is a vibrant explorer and curious by nature.
• • Excellent interpersonal and communication skills, eagerly connect with everything and everyone
• • Strong problem-solving and negotiation skills
• 2. Language Skills
• • Good communication skill in English verbal, listening and writing

Qualifications - 

• Hotel Management or Business Degree preferred