Guest Service Manager (Front Office - Magellan Club)

Key Responsibilities: Guest Services & Club Operations: -Oversee daily operations of the Front Office Club Lounge, ensuring smooth check-in/out processes for Club-level guests. -Provide personalized guest services, including addressing special requests, resolving complaints, and anticipating guest needs. -Manage and maintain the ambiance, cleanliness, and presentation of the Club Lounge. -Develop and implement procedures to enhance guest satisfaction and loyalty. Food & Beverage Service: -Ensure high-quality food and beverage service in the Club Lounge, including breakfast, afternoon tea, and evening cocktails. -Coordinate with the Food & Beverage department to maintain quality standards and inventory control. -Train and supervise staff in food handling, beverage preparation, and table service to uphold F&B standards. -Assist in menu planning, presentation, and maintaining a premium Club Lounge experience. Leadership & Team Management: -Lead, train, and motivate a team of Guest Service Executives and Lounge Attendants. -Schedule and assign duties to ensure optimal staff coverage and productivity. -Conduct regular briefings, performance evaluations, and provide coaching for continuous improvement. Operational Excellence: -Monitor and maintain accurate billing, cashiering, and financial transactions. -Ensure compliance with hotel policies, standards, and safety regulations. -Collaborate with other departments to support seamless operations and guest satisfaction. Sales & Marketing Support: -Promote upselling of rooms and services to maximize revenue. -Maintain guest profiles and preferences for personalized experiences and repeat business. -Assist in organizing special events and promotions within the Club Lounge. Qualifications: Minimum Diploma in Hospitality, Hotel Management, or related field. 3-5 years of experience in Front Office or Guest Services, preferably in a luxury or club-level setting. Proficiency in Food & Beverage service and operations. Strong interpersonal, communication, and problem-solving skills. Leadership abilities with experience in managing teams. Excellent organizational and multitasking capabilities. Proficiency in hotel systems (PMS) and Microsoft Office Suite. Fluency in English; additional languages are an advantage. Key Competencies: Customer-focused mindset with attention to detail. Professional demeanor and ability to work under pressure. Flexibility to work shifts, including weekends and holidays. Commitment to delivering high-quality service standards. Physical Requirements: Ability to stand for extended periods. Capability to lift and carry moderate loads (e.g., trays, equipment). Additional Requirements: Certification in Food Handling and Safety is preferred. Wine and beverage knowledge or certification is an added advantage.