Guest Service Assistant Manager

  • Mercure Kota Kinabalu CIty Centre
  • Mercure Kota Kinabalu City Centre, Jalan Gaya, Kota Kinabalu, Sabah, Malaysia
  • Aug 07, 2023
Full time Front Office Deparment

Job Description

Job Purpose

This position is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Primary Responsibilities

Front Office Operation

 ·       Conduct daily briefings and ensure that all pertinent information is well received by team members

 ·       Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met

 ·       Review, analyze and suggest improvement of work flow and standards at the Front Desk

 ·       Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates

 ·       Communicate with Front Office Manager on all matters regarding guest services & hotel operations

·       Coordinate and communicate with other hotel departments as required regarding general administration and operations issues

 ·       Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently

 ·       Assist Guest Relations in greeting, rooming, and sending off guests

 ·       Inspect front of house and back of house regularly for cleanliness and orderliness

 ·       Ensure that front line staff complies with marketing techniques and maximizes sales

 ·       Check billing instructions, monitor guest credit and act upon any discrepancies

 ·       Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

 ·       Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.

 ·       Conduct Night Audit Process for hotel

 Team Management

 ·       Provide department orientation and training of the hotel service standards, procedures and programs

 ·       Constantly monitor team members’ appearance, attitude and degree of professionalism

 ·       Motivate and provides a work environment which brings out the best in team members

 Other Responsibilities

 ·       Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

 ·       Be fully conversant with hotel fire & life safety/emergency procedures

 ·       Attend all briefings, meetings and trainings as assigned by management

 ·       Report for duty on time wearing clean and complete uniform at all times

 ·       Maintain a high standard of personal appearance and hygiene at all times

 ·       Perform other reasonable duties assigned by the Management of the Hotel