Summary of Responsibilities:

Assign sufficient manning to cater for daily operational needs
Planning of group movement/arrivals/departures and ensuring operational efficiency
Ensure smooth running of driveway and traffic flow in particular during heavy check-in/out of groups arrival/departure and functions/events in hotels
Liaise and coordinate with Convention Organizer to ensure efficient error free handling of group luggage and deliveries as well as smooth traffic flow at driveway
Plan and review rosters to ensure productivity goals are met
Lead the Guest Services team to personalize the guest arrival/departure experience
Conduct audit checks on colleague’s service standards and ensure compliance with hotel standards
Personal involvement in the arrival, rooming, and departure of key/VIP guests
Presence at lobby and driveway at critical guest flow time
Planning, reviewing, training, monitoring, evaluation and counseling of employees
Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
Attend any department and operational meetings
Attend to emergency situations
Handling and investigation of guest requests/complaints

Qualifications:

Teritary education in any discipline and hotel related experience
Minimum 2 years experience in supervisory position in the service industry
English with knowledge of second language preferred
Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
Knowledge of operations of Bell, Concierge & Valet operations
Knowledge of processes and procedures of delivery systems. Currently SSM/RSM
Communication skills for all levels of colleagues/guests, confident, clear English
Interpersonal skills to deal with guests and colleague issues
Posses leadership qualities
Leads to constantly improve the guest service experience
Willingness to embrace changes and new technology
A team player, guest focused and service oriented attitude

Assistant Guest Services Manager

Job Description