Guest Service Manager

JOB DESCRIPTION

• First point of contact for guest enquiries and complaints.
• Maintains and be aware of the importance of guest recognition.
• Monitor and manage front office operations on a day-to-day basis.
• Train new hires and mentor existing  GSA & trainees
• Incident management, investigation and reporting.
• Daily rounding and reporting to the Management team any issues, defects, safety issues, cleanliness issues if found for further action.
• Follows up in daily matters in the Front Office Daily Communication Logbook and other logbooks.
• Knows  room locations, types of available rooms and room rates, as well as the activities and services of the hotel.
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

• Ability to work well under pressure in a fast-paced environment.
• To be flexible and work extra hours or days off according to business.
• Responsible, reliable and committed.