Guest Service Manager

7 months ago

George Town, Malaysia Marriott International, Inc Full time

**Additional Information** Position is available for Malaysian NRIC holders and permanent residents only.

**Job Number** 24097608

**Job Category** Rooms & Guest Services Operations

**Location** Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Managing Guest Services and Front Desk Operations**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.

**Maintaining Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Assists with energy conservation efforts by monitoring compliance during property tours.

**Supporting Projects and Policies Related to Guest Experience and Safety**
- Supports implementation of the customer recognition/service program, communicating and ensuring the process.
- Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Sends copy of MOD report to all departments on a daily basis.
- Ensures compliance with all policies, standards and procedures.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Understands and complies with loss prevention policies and procedures.

**Ensuring and Providing Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Records guest issues in the guest response tracking system.
- Reviews comment cards and guest satisfaction results with employees.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Managing and Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

**Additional Responsibilities**
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Participates as needed in the investigation of employee and guest accidents.
- Performs Front Desk duties in high demand times.
- Marri

  • Guest Service Manager

    6 months ago

    George Town, Malaysia The Prestige Hotel Full time

    First point of contact for guest enquiries and complaints. - Maintains and be aware of the importance of guest recognition. - Monitor and manage front office operations on a day-to-day basis. - Train new hires and mentor existing GSA & trainees - Incident management, investigation and reporting. - Daily rounding and reporting to the Management team any...

  • Guest Service Representative

    6 months ago

    George Town, Malaysia Trendy Expression Sdn Bhd Full time

    Guest Service Representative Responsibilities: - Greeting guests upon arrival and making them feel welcomed. - Administering check-ins and check-outs. - Providing front desk services to guests. - Assigning rooms and taking care of administrative duties. - Processing guest payments. - Coordinating with bell service and staff management. - Being a source of...

  • Guest Service Agent

    6 months ago

    George Town, Malaysia Salient Glory City Sdn Bhd Full time

    Undertaking front desk service duties. - Administering check-in and check-outs. - Assigning rooms and issuing keys. - Processing guest payments and managing bills. - Coordinating with porters, concierge, kitchen staff and housekeeping. - Acting as a central source of information for guests during their stay. - Resolving problems and dealing with conflict or...

  • Guest Service Supervisor

    6 months ago

    George Town, Malaysia Company Confidentials Full time

    **Job Descriptions**: - Responsible for the smooth operation of the hotel's Front Office and F&B departments in terms of daily Check-In and Out, Breakfast, Hi-Tea, and Dinner. - Welcome and assist guest according to hotel service standards. - Ensure hotel cleanliness standards are executed with the highest level of proficiency. - Ensure that room checklist...

  • Guest Service Supervisor

    6 months ago

    George Town, Malaysia Company Confidentials Full time

    Responsible for the smooth operation of the hotel. - Ensure the Reception counter is always clean and tidy. - Responsible in overseeing and supervising the daily Front Office workflow. - Assist & delighting customers upon check-in / check-out. - Knowledgeable unit location, types of room available & on-going room rate promotion. - Knowledgeable in regards...

  • Guest Experience Manager

    7 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **Additional Information** Position is available for Malaysian NRIC holders and permanent residents only. **Job Number** 24045540 **Job Category** Rooms & Guest Services Operations **Location** Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?**...

  • Guest Service Assistant

    6 months ago

    George Town, Malaysia The Prestige Hotel Full time

    RESPONSIBILITIES - Register guests and assigns rooms. Accommodates special requests whenever possible. - Assists in pre-registration and blocking of rooms for reservations. - Thoroughly understand and adheres to proper credit, check - cashing, and cash handling policies and procedures. - Understands room status and room status tracking. - Knows room...

  • Guest Service Assistant

    6 months ago

    George Town, Malaysia The Prestige Hotel Full time

    RESPONSIBILITIES - Register guests and assigns rooms. Accommodates special requests whenever possible. - Assists in pre-registration and blocking of rooms for reservations. - Thoroughly understand and adheres to proper credit, check - cashing, and cash handling policies and procedures. - Understands room status and room status tracking. - Knows room...

  • Guest Service Representative

    6 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **İş Numarası** 24020608 **İş Kategorisi** Rooms & Guest Services Operations **Lokasyon** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia HARİTADA GÖRÜNTÜLE **Çizelge** Full-Time **Uzakta mı bulundu?** N **Konum değişikliği mi?** N **Pozisyon Türü** Non-Management - Marriott International, fırsat...

  • Guest Service Representative

    6 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **Номер вакансии** 23211578 **Категория работы** Rooms & Guest Services Operations **Рез.** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia УВИДЕТЬ НА КАРТЕ **График** Full-Time **Удаленное расположение?** N **Возможен ли переезд?**...

  • Service Manager

    6 months ago

    George Town, Malaysia Salient Glory City Sdn Bhd Full time

    Trains new guest services department personnel. - Answers inquiry regarding rates and availability. - Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities. - Maintains a detailed knowledge about the hotel's services and hours of operations. - Display a pro-active and leading role in...

  • Guest Experience Expert

    7 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **Job Number** 24063661 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and...

  • Guest Service Representative

    6 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **N. Posizione** 23195344 **Categoria la Posizione** Rooms & Guest Services Operations **Sede** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia VISUALIZZA SULLA MAPPA **Tipologia** Full-Time **Lavora da remoto?** N **Trasferimento?** N **Tipo posizione** Non-Management - Marriott International applica una politica di pari...

  • Front Office

    7 months ago

    George Town, Malaysia Ormond Group Sdn Bhd Full time

    **Requirements**: - SPM or equivalent - Pleasant and good interpersonal personality - Good communication skills and customer-oriented - Able to work in shift and public holiday **Job description**: - Achieve positive outcomes from Guest queries in a timely and efficient manner. - Ensure an efficient reception experience for Guests, including check in/out,...

  • Guest Experience Expert

    7 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **Additional Information** Position is available for Malaysian NRIC holders and permanent residents only. **Job Number** 24098207 **Job Category** Rooms & Guest Services Operations **Location** Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?**...

  • Guest Experience Expert

    7 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **หมายเลขงาน** 24100793 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia ดูบนแผนที่ **ตารางการทำงาน**...

  • Guest Service Representative

    6 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **Numéro de l'Emploi** 24101000 **Catégorie d'Emploi** Rooms & Guest Services Operations **Lieu** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia AFFICHER SUR LA CARTE **Horaire** Full-Time **Situé à distance ?** N **Mutation?** N **Type de Poste** Non-Management **Bienvenue dans la famille** - Quel meilleur endroit...

  • Guest Service Representative

    6 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **Número de Empleo** 24101000 **Categoría de Empleo** Rooms & Guest Services Operations **Ubicación** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia VER EN MAPA **Horario** Full-Time **¿Ubicación remota?** N **¿Reubicación?** N **Tipo de Posición** Non-Management **Bienvenido a nuestra familia** Como líder a...

  • Guest Service Representative

    6 months ago

    George Town, Malaysia Marriott International, Inc Full time

    **Número de Empleo** 23195344 **Categoría de Empleo** Rooms & Guest Services Operations **Ubicación** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia VER EN MAPA **Horario** Full-Time **¿Ubicación remota?** N **¿Reubicación?** N **Tipo de Posición** Non-Management **Bienvenido a nuestra familia** - Como líder a...

  • Service Crew

    6 months ago

    George Town, Malaysia Lifework HR Services Sdn Bhd Full time

    **Position Overview**: **Responsibilities**: - Greet and welcome guests in a friendly and courteous manner. - Present menus to guests and provide detailed information on menu items, including specials and beverage options. - Take accurate food and drink orders from guests and ensure prompt and accurate entry into the POS system. - Relay orders to the...