Guest Services Manager

Responsibilities:

• Manage the day-to-day operations of the front desk, including check-in, check-out, room assignments, and guest registration, ensuring efficient and personalized service for all guests.
• Coordinate guest services, including luggage assistance, transportation arrangements, and concierge services, to enhance the guest experience and exceed expectations.
• Handle guests’ compliments, comments, observations, and complaints in a timely and professional manner.
• Cultivate relationships with guests, anticipating their needs, addressing concerns, and proactively seeking opportunities to enhance their stay and exceed expectations.
• Assist in increasing overall Guest Satisfaction Scores by reviewing operational issues and business flow, supporting the Guest Service team in executing the guest recognition program effectively, and ensuring the growth of enrollment.
• Keep Front Office colleagues informed about up-to-date information relating to the hotel and hotel group.

Requirements:

• Higher diploma or above in Hospitality or a related discipline.
• Minimum of 4 years of relevant working experience, with at least 2 years at the supervisor level.
• Previous Front Office management experience in a hotel of similar capacity is preferred.
• Excellent problem-solving and interpersonal communication skills; highly motivated and team-focused with a strong sense of service excellence.
• Knowledge of fire, life, and health safety procedures.
• Familiarity with reports, records, information, and guest history.
• Good spoken, written, and reading ability in English, Cantonese, and Mandarin.
• 5-day work week and shift duty is required.
• Immediate and short-notice availability preferred.