Guest Service Manager - Quản lý Dịch vụ khách hàng

1. Coordinate with Front Office Manager on managing operations during shift, including Front Desk, Guest Service Center, Club Lounge, Gym, Pool, Concierge, Spa to ensure guest service excellence and adherence to company standards and procedures at all times.2. Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction in a professional and polite manner in order to guarantee customer satisfaction.

3. Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.

4. Implementing procedures to improve services offered with the aim of attracting more customers.

5. Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.

6. Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.

7. Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.

8. Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.

9. Complete quality room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.

10. Ensure that all Front Office associates are trained in matters of professional conduct and in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.

11. Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel and especially of Front Office Department.

12. Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.

13. Act as Duty Manager and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided & deputize for Front Office Manager in his/ her absence and attend meetings as requested.

14. Support other daily tasks of the Front Office, including but unlimited from check in, check out to room arrangements for customers, ...

15. Perform any additional duties as requested by the Front Office Manager and Hotel Management.

16. Detailed tasks will be discussed in the interview