We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As a Guest Services Manager you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience whereby your role will include key responsibilities such as:
• Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information • Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction • Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure • Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately • Responsible for an efficient, clean, safe and hygienic upholding of all front office areas • Assure compliance and coordination of guests needs, requests and personal preference • Organise and implement all special needs, personal preferences and amenity distribution in accordance to the departments standards
As Assistant Outlet Manager, you will report to the Food & Beverage Manager, and will be responsible for the short and long term planning and management of the outlet operations across the hotel in the front and back of house to achieve customer satisfaction and quality service while meeting / exceeding financial goals and your role will include key responsibilities such as:
Prepare schedules for all employees according to the forecast and within the limits of the staffing guide to ensure adequate manpower at all times
Conduct regular training sessions with the assigned team to ensure consistent standards, continual service improvement and development of the colleagues’ skills
Evaluate the performance of assigned team members and provide continual direction, feedback and coaching
Responsible for the timely set up of the assigned Food & Beverage outlets, according to the meal settings and in line with the opening hours
Ensure consistently high standards for the welcome and seating of arriving guests, and for the overall hospitality experience delivered in the outlets
Maintain a professional and friendly relationship with the outlet patrons
Tour the outlets and all related areas frequently and with variation across different shifts, ensuring the highest possible service, cleanliness and maintenance standards at all times
Proactively provide recommendations for F&B product and service enhancement according to observation, guest feedback and industry best practice
Maintain, utilize and grow the outlets’ database of regular guests
Be actively involved in the outlets’ promotional activities, and collaborate with colleagues within other departments including Marketing, Sales and Front Office to ensure their success
Identify revenue generation opportunities and consult and collaborate for their actualization
