Guest Experience Manager

1.0 Job Summary

1.1 The Guest Service Manager acts as a Management Representative in all aspects of guest relations and to assist the Guest Service Ambassador, Tele Reservation Supervisor, Tele Reservationist, Business Center Coordinator and other operational staff. His daily duties include supervision, overseas and Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. As a Duty Manager you will be a role model, sharing your expertise and continually inspiring the front office team. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements. Responsible for VIP movement in the Hotel.

2.0 Duties and Responsibilities

2.1 Reports directly to the Front Office Manager on all pertinent Front Office matters affecting guest service and Front Office operations.

2.2 Handle all VVIPs and VIPs check in. For VVIPs, all check in will be under express check in, VIPs will be escorting to room after registration is completed.

2.3 Assists in other areas of the hotel when operationally required, as long as Front Desk service is not compromised.

2.4 Loiter around the hotel lobby area especially evening period to assist and interact with hotel guests as well as visitors to the Hotel.

2.5 Manage the Executive Lounge to ensure service is provided consistently to all our VVIPs, VIPs, Long stay guests, etc.

2.6 Greets and welcomes guests, VIPs, Special Attention and regular guests upon check in.

2.7 To prepare and print the welcome letter for VVIPs and VIPs 3 days in advance and obtain Hotel Manager signature before place in the room on the day of arrival. Any last minute VVIPs or VIPs to prepare on the last minute basis.

2.8 Ensure necessary courtesy amenities e.g. fruit basket, flowers, chocolate, cookies etc have been arranged and ordered.

2.9 On the arrival day, go through the traces in the IFCA system and inform Housekeeping to send accordingly the guest courtesy amenities accordingly after the room number has been confirmed.

2.9 To inform respective department such as Housekeeping, Maintenance on the VVIPs and VIPs room in order to ensure room is in a good condition.

2.10 To do inspection check on all arrival VVIPs, VIPs reservation rooms to ensure is in good condition prior before guest check in. At the same, during the room check, to ensure guest amenities such as fruit basket, flowers, chocolate etc and welcome letter are being place properly in the room.

2.11 Maintains and update guest listing in IFCA.

· List VIPs alphabetically and checks for the repeat visits.

2.12 Establishes and maintain contact with regular staying guests, contact with house guests and renders assistance when necessary.

2.13 Check cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.

2.14 Co-ordinates with Guest Service Ambassador to inform her of relevant guest arrivals and departure. Ensure she is present whenever possible to meet and greet guest as when appropriate.

2.15 Assist the Front Office Department when necessary.

2.16 Provide full information on tourism, transportation schedule such as buses, airlines etc. maps, hotel facilities and other relevant tourist information to hotel guest.

2.17 Be conversant with the hotel activities and promotion of competitor hotels too.

· Ability to advise guests of the availability programmed entertainment in the hotel.

· Reads event orders, public relations materials, relevant advertisements in the hotel for guest information.

2.18 Assists in handling room lock problems.

2.19 Co-ordinates with all department concerned in order to maintain Front Office functions properly.

2.20 Operates the front office system in order to assist GSA.

2.21 Check group arrival, FIT and ensure switchboard makes appropriate wake up calls.

2.22 Handle guest complaints and other related problems and reports on the GSM log.

2.23 Assist reception, business center, cashier, concierge when they are busy.

2.24 Approves and sign for allowances, rebates as required by Front Office cashier.

2.25 Promotes and maintains good public relations.

2.26 Maintains and be guided of hotel policy on credit, lost and found guest properties.

2.27 Night duty assignment includes:

• Directly supervises the Front Office employees and ensure the punctuality, proper appearance and correct behavior of the night GSA.
• Observes the activities of F & B outlets with the outlet managers/ supervisor concern and reports any discrepancies to the FOM / F&B Manager.
• Responsible for the overall of the hotels both back of the house and front of house.
• Shall overseas the hotel overall operation during the night and work closely with the Security Department.
• To perform night audit by printing reports for HODs and Finance.
• Prepare daily briefing report for FOM.

2.28 Every end of the shift duty, to ensure a daily GSM log in properly recorded down and send an e-mail log to Front Office Manager and General Manager.

2.29 To conduct shift briefing daily for all Front Office Personnel’s.

2.30 To ensure the Front Office Stocks are maintain on the par level at all time.

2.31 Carries and is responsible for the Master Keys when on duty. It is essential that the Master keys are not lost or mislaid. The Master Keys must never leave the possession of the Assistant Manager. The Key must always be on the person of Assistant Manager or his representative.

3.0 Areas of Responsibilities

3.1

· To ensure a high level of service standard is provided which meets the expectations of hotel guests.

3.2

· To ensure that all equipment in the Front Office are kept in good working conditions.

· To ensure that the Front Office and Executive Lounge is kept in neat and clean working condition.

3.3

· To assist room sales in maximizing hotel revenue and occupancy.

4.0 Preferred Knowledge/Qualification/ Experience

4.1 Diploma in Hotel Management and have at least 2 years of working experience on the similar role.

4.2 Knowledge of IFCA would be an advantage.

5.0 Other Assignments

5.1 To carry out any other duties assigned by the Management from time to time.

Job Types: Full-time, Permanent

Pay: RM2,500.00 - RM2,800.00 per month

Benefits:

• Additional leave
• Free parking
• Maternity leave
• Meal allowance
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Night shift

Supplemental Pay:

• Overtime pay
• Tips
• Yearly bonus

Experience:

• Customer service: 3 years (Preferred)

Language:

• Mandarin (Preferred)
• English (Required)