Guest Service Manager
Pan Pacific Ningbo
To supervise the Front Office all units activities during the shift and handle guest relations and requests. Act as Duty Manager in the absence of senior management and department heads.
-Review arrival information on a daily basis; VIP, Loyalty Program Guests, Regular guests, Groups, special requests etc.
-Maintain good working relations with all departments
-Familiar with Front Office Standards and Procedures
-Assist in handling claimed reservations and turn-away according to PPHG’s policies and procedures
-Report to management on deficiencies and irregularities noted in the operation
-Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.
-Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed
-Maintain good knowledge of all corporate programs
-Maintain good knowledge of the Loyalty Guests program, ensuring correct handling, prepares reports and actively participates in enrolling new members
-Assist in resolving accounting matters, disputes, missing back-ups etc
-Be familiar with PPHG Service standards and is guided in daily work by these. Monitors staff performance continuously in this respect
-Assist in departmental training and assessments
-Be alive to new ideas and system which could benefit the department and hotel
-Represent Management in all guest related issues in the best possible way
-Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments
-Log all incidents of importance and guest comments in shift logbook for Management
-Meet VIPs, Loyalty Program Guests, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory
-Responds immediately on medical requests and emergencies
-Assist in investigating and resolving written guest complaints
-Maintain effective guest relations, builds rapport and offer personalized service and assistance
-Assist Reception when required, help guest check in, check out, etc
-Be responsible for night duties, carry out hotel night audit according procedure
-Be knowledgeable of the hotel’s emergency procedures in regard to fire, bomb threat, evacuation, etc. as part of the Emergency Response Team
-Assist other departments in resolving problems when Department head concerned is not available
-Supervise work operations of the department
-Discipline staff when necessary
-Assist with the preparation of staff rosters
-Assist with staff training and development
-Provide ongoing advice and support to staff under your supervision
-Supervise staff performance
-Deliver high quality service to guests
-Ensure guest needs and reasonable requests are met
-Seek opportunities to continually improve guest service
-Take appropriate action to resolve guest complaints
-Promote the hotel and PPHG products and services
-Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
-Adhere to the hotel’s and emergency policies and procedures
-Be familiar with property safety, current first aid and fire emergency procedures
-Log security incidents and accidents in accordance with hotel requirements
-Ensure a high lever of cleaning is maintained in work area
-Ensure all reporting and servicing deadlines are met on a timely basis
-Abide by the PPHG Guest Service Standard.
-Abide by the Hotel’s Policies and Procedures, Code of Business Conduct and the hotel’s Associate Handbook.
-Carry out other tasks as directed by your supervisors.
-Good knowledge and very familiar with all front office area operation
-Good knowledge of corporate program (Loyalty Program etc)
-Good knowledge of front office computer system (Opera)
-Good knowledge of finance and credit policy
-Good English language skill
-Good supervisory skill
-Good communication skill
-Be good at organize and problem solving.
-University degree in hospitality or related subjects preferred
-Min. 3 years working experience required in Front Office operations in supervisory position
-Positive attitude under pressure
-Training & presentation skill
How to Apply
Interested applicants should email the Human Capital and Development Manager at email@example.com
and include a detailed resume, as well as details of current and expected salary.
We apologise that only shortlisted candidates will be notified.