Guest Service Manager

• Work closely with and assist the General Manager in their day to day operations.
• Delegates and assign duties to HOD’s and observers performance to ensure adherence to hotel policies and established operating procedures.
• Responsible for conducting in – house training to employees and HOD’s in the hotel or a regular basis.
• Acts as the hotels public relations director and promotes the property within the hotel industry, local community and trade associations.
• Responsible for monitoring the Guest feedback on Trip advisor, OTA’s etc. and hotel's surveys.
• Receives and resolved or assists the General manager in resolving guest complaints and service recovery process.
• Responsible for selecting or assisting in the selection of hotel staff and in charge of processing all new hire paper works.
• Responsible for reviewing employee performance and conducts personnel actions such as disciplinary actions and terminations.
• Responsible for maintaining accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing etc.
• Work with and assist the General Manager during Morning meetings or conducts the morning HOD meetings in the absence of General Manager.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Responsible for enforcing full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
• Ensures the objectives and goals of the hotel and property owners work together to achieve brand positioning and success.
• Take responsibility and build owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
• Work with and assist the GM in key property issues including capital projects, customer service and refurbishment.
• Work with and assist General Manager in wage scale surveys and ensures employee wages are followed by the company and industry salary guidelines.
• Responsible for performing daily, weekly and monthly property inspections.
• Ensures property, grounds, physical plant and work areas maintained to standard.
• Builds strong working relationships and communications with hotel staff, HOD’s and other departments to ensure maximum operating effectiveness and fulfilment of special event need.
• Cover shifts in all departments as scheduled by the General Manager.
• Responsible for Monitoring maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to GM.
• Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.
• Performs sudden audits on rooms and other operating areas.
• Responsible for Providing effective leadership to hotel team members.
• Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
• Ensures effective, timely and accurate communications flow with regards to hotel policies and procedures.
• Work and Assist the GM in in all aspects of business planning.
• Must be available 24/7 in case to respond to any guest or employee emergencies.
• Respond to audits to ensure continual improvement is achieved.
• Show capacity to perform other duties as assigned by the management.
• Part of the disciplinary committee that sits on any case that involves employees under his / her supervision.
• Play a part as needed in the interviewing and hiring of employee team members with appropriate skills.
• Identifies the developmental needs of hotel staff and provide coaching, mentoring to improve their knowledge or skills as required. Additional skills and expertise: Experience in financial accounting, personnel supervision and problem resolution is an added advantage. You are also expected to have a minimum of 3 to 5 years’ experience in the hospitality industry. And at least 2 to 4 years of experience as a Head of a Department or Asst. General Manager or Executive assistant manager. You should possess strong management skills, ability to delegate work and authority to others in the accomplishment of goals.
• You must be available to work when needed, including weekends, holidays, and nights.

Job Type: Full-time

Pay: From $57,500.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Holidays
• Night shift
• On call
• Overtime
• Weekends as needed

Education:

• Associate (Required)

Experience:

• Hotel management: 3 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Job Type: Full-time

Pay: $58,000.00 per year

Benefits:

• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person

Salary : $57,500 - $58,000