Guest Services Manager

Responsibilities

Serve as the Manager on Duty to ensure smooth operation of Front Office
Ensure a warm, genuine and efficient guests’ arrival and departure experience by welcoming guests in-person and being attentive to their needs throughout their stays
Handle guest compliments, comments and complaints in a timely and professional manner
Ensure high level of guest satisfaction by reviewing operational issues and business flow
Lead the team to execute the guest recognition program effectively and ensure the growth of enrolment
Handle administrative tasks including but not limited to ensuring high quality of Guest Data Quality, maintaining various departmental files as well as reviewing working procedures to minimize paperwork
Manage and monitor the team performance by providing supervision, counselling and coaching
Requirements

Degree holder in hospitality management or other related disciplines
Minimum 5 years’ relevant working experience in luxury hotels with at least 2 years’ experience in similar positions
Passionate about delivering exceptional guest service
Pleasant, friendly and motivational with enthusiastic character
A team player with excellent leadership, communication and interpersonal skills
Service-oriented and able to work in a face-paced and dynamic operation
Well versed in MS Word, Excel, PowerPoint and Chinese Word Processing
Proficient in spoken English, Cantonese and Mandarin, knowledge of other language would be an advantage