Guest Service Manger

Guest Service Manager

Roles & Responsibilities

1. Ensure that all Front Office Standards Operating policies and procedures are adhered
2. Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
3. Coordinate the arrival, stay and departure experience to ensure a seamless experience
4. Liaise with all key departments to gather the correct information
5. Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
6. Work directly with the Front Office operation to ensure a seamless experience
7. Create Daily and Weekly reports highlighting the upcoming arrivals and in-house Guests
8. Review arrivals for the next ten days on a daily basis
9. Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
10. Assist VIP and high-profile loyalty guests with preparation of activity itineraries and ground transportation when applicable
11. Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained
12. Contact guests during their stay and assist with any needs that arise
13. Ensure all billing is correct and delivered the night prior to departure; schedule check out services with Uniform/Guest Services team
14. Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
15. Assume Manager on Duty shifts when needed

Performance Criteria & Experience

• Exceptional interpersonal and organizational skills; written and verbal communication skills
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Enthusiastic team player, with strong self-initiative
• Strong guest service orientation and training skills background required
• Highly organized, results-oriented with the ability to be flexible and work well under pressure

Qualification Required

• Degree or Diploma in Hospitality Management 

• Must speak fluent French