Job Summary:
We are seeking a passionate and dynamic Guest Services Manager who excels in delivering exceptional customer service and creating memorable experiences for our guests. This role requires strong leadership skills, a keen attention to detail, and the ability to effectively resolve issues while fostering a positive atmosphere in the front office.

Responsibilities:

• Maintain up-to-date knowledge of hotel services, local attractions, and amenities, including operating hours and promotions.
• Actively solicit and analyze guest feedback to implement improvements and maximize satisfaction.
• Supervise and mentor front office staff to ensure exceptional service from check-in to check-out.
• Handle guest complaints and inquiries promptly, ensuring effective resolutions to maintain positive relationships.
• Ensure cleanliness, safety, and hygiene standards are upheld in all front office areas.
• Coordinate guest needs, special requests, and preferences, ensuring they are met in accordance with hotel standards.
• Organize and oversee the distribution of amenities and special arrangements for VIP guests.
• Collaborate with other departments to enhance the guest experience and address any service gaps.
• Develop and implement training programs for front office staff to improve service quality and operational efficiency.
• Prepare regular reports on guest feedback, staff performance, and operational challenges for management review.

Requirements:

• A degree in hospitality management or a related field, with significant experience in a Front Office role within a hotel.
• Excellent command of written and spoken English; additional language skills are a plus.
• Strong problem-solving skills and the ability to think on your feet in a fast-paced environment.
• Proficiency in hotel management software, preferably Opera, and other relevant computer applications.
• Exceptional interpersonal and communication skills, with a focus on building rapport with guests and team members.
• Proven ability to lead and motivate a diverse team in a multicultural environment.
• Attention to detail, strong organizational skills, and the ability to multitask effectively.
• Flexibility to work various shifts, including weekends and holidays, as required.
• Strong understanding of hotel operations and guest relations, with a commitment to service excellence.