Guest Service Manager

Job Requirements:

• Bachelor Degree in Hospitality Management with 3 years experience as Front Office Duty Manager.
• Certificate/ Diploma in Hospitality Management minimum 6 years experience inclusive of 2 years experience as Front Office Duty Manager.
• Good working knowledge of computer software applications.
• Well versed in Front Office job functions.
• Able to write reports and make recommendation when required.
• Able to improve department's and staff performance, managing company resources effectively, implementing Company policies and procedures effectively.
• Able to work independently, to oversee the preventive maintenance program, supervise safety program.

Job Responsibilities

• Uphold the Room Division policies & procedure standard and control.
• Responsible to oversee the cleanliness of the hotel premises including the public toilets and ensure equipment are in good condition.
• To be well verse in Emergency Evacuation plan and training.
• Handle guest complaints, investigate complaints, takes corrective measure and provide immediate Service Recovery.
• Empowered with room upgrading/discount as per Finance policy for defect rooms and complaint.
• To check and follow through any skipper and bad debts.
• Maintain good rapport and teamwork in the department and amongst other supporting department.
• Responsible and accountable for handling Hotel house master keys and cards, administration office keys, safe box master key by maintain a good record.
• Responsible for department cash float and conduct spot check once a week.
• To enforce all daily cash Passover record are sign and in order.
• To report to Assistant Front Office Manager or Front Office Manager immediately for any dispute.
• Enforce, adhere and maintain hotel policy and procedure.
• Provide suggestion and recommend improving work method in the department.
• Responsible and accountable to department Task and Target assigned by Front Office Manager.
• Responsible in department on Job Development, external training and daily briefing by upgrading the workflow and procedure.
• Responsible to ensure the department operating cost are spend wisely to prevent wastage