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Guest Service Manager | Trưởng Bộ phận dịch vụ khách hàng

  • Hạn nộp: 23/03/2024
  • Mức lương: Thỏa thuận

Thông tin cơ bản

Số lượng
Nơi làm việc
Thành Phố Phan Thiết - Bình Thuận
Giờ làm việc
Làm theo ca
Loại hình
Resort/ Khu Du lịch
Ngành nghề
Tiền sảnh
Cập nhật
17/03/2024 18:31

Mô tả công việc


Guest Service Manager handles visitor needs, front-desk operations, and ensures the highest level of guest satisfaction. Guest services managers assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability. They also handle guest complaints, providing service replacements or refunds as needed.

Guest Service Manager must be an excellent communicator and leader to successfully manage staff and operational responsibilities.

  • Coordinate Front Office operations during shift to ensure guest service excellence and adherence to Centara standards and procedures at all times.
  • Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the Company's Service Standards at all times.
  • Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher.
  • Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
  • Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.
  • Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.
  • Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.
  • Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.
  • Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
  • Complete Quality Assurance room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.
  • Ensure adherence to hotel credit procedures and policies at all times, leading by example.
  • Maintain cash float and accurately handle monies at all times
  • Ensures that computer saves, backup reports are regularly done and assist in maintenance of all Information and Communication systems, to provide guest service excellence within a safe working environment.
  • Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, emergency phones, guestroom equipment operation, call accounting and hotel channel.
  • Assist with associate scheduling and rostering to provide adequate coverage of shifts.
  • Maintain manpower and materials cost control measures.
  • Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
  • Receive absentee calls and ensure appropriate Department Heads are notified.
  • Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
  • Ensure maintenance of clean and tidy work areas in accordance with the hotel standards, leading by example.
  • Ensure adherence to hotel policy regarding uniform and personal presentation, leading by example.
  • Completely understand, implement and ensure adherence to the local areas of the labor code and Sheraton policies.
  • Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.
  • Perform any additional duties as requested by the Director of Rooms and Hotel Management.

Quyền lợi được hưởng

As company policy

Yêu cầu công việc

• Bachelor’s Degree or Master’s Degree in Tourism Hospitality or any other related field;
• Luxury Hotel experience would be an asset;
• Excellent managerial skills; a leader by objective and coaching;
• Excellent Communications skills, excellent in English is a must, other languages would be an asset;
• Dynamic and proactive;
• Ability to work under pressure.

Yêu cầu hồ sơ

Related documents will be advised by HR department
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Sắp xếp đánh giá:

  • Quy mô:
  • Huỳnh Thúc Kháng, phường Mũi Né và Hàm Tiến, Tp. Phan Thiết, Tỉnh Bình Thuận
  • Awaken your sense of wonder at Centara Mirage Resort Mui Ne, an Explorer’s Playground themed resort overlooking the East Sea with discovery, entertainment, and joy at the heart of the experience. Follow in the footsteps of the Spanish maritime explorers who turned the resort into their playground, filling it with all their favourite items, activities and inspirations from their travels to create a fully-integrated resort for guests of all ages. Inspired by voyages of discovery, the resort offers 984 rooms and pool villas nestled amongst flower gardens on the gentle sloping hillside and along the tranquil coastline. Ideal for groups of friends and multigenerational holidays, spacious villas allow kids and adults to have fun and relax at their own pace while providing the space to come together as a family. In addition to the recreation pool complex, which features a lazy river, splash pad for kids, water play area with slides, and a cliff jumping pool, the resort offers thrilling experiences from dazzling shows and dining discoveries to sand dune excursions. Along with extensive recreational facilities, events spaces, and themed restaurants, Centara Mirage Resort Mui Ne creates a true sense of belonging as a family destination of fun and adventure a few hours east of Ho Chi Minh City.

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