Guest Service Manager

4 months ago

Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

***

The Guest Services Manager is responsible for all duties of the front office operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues.

**PRIMARY RESPONSIBILITIES**
- Lead, direct, and manage front desk operations. Maintain regular presence throughout the department.
- Review and develop guest history records to enhance personalized service for repeat guests.
- Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
- Ensure guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
- Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
- Protect and enhance the value of property assets through appropriate programs and maintenance. Evaluate condition of equipment and property and conduct analysis for capital expenditure needs.
- Train, coach, and counsel supervisors and employees to achieve their career goals and maximize their potential.
- Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
- Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
- Resolve guest complaints and implement changes to prevent future issues.
- Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
- Generate incremental revenue and brand awareness through the creation and implementation of brand relevant local events and promotions.
- Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.

This job description reflects the position’s essential functions, it does not encompass all of the tasks that may be assigned.

**REQUIREMENTS**

**EXPERIENCE, EDUCATION AND CERTIFICATIONS**
- 4+ years’ experience in hospitality Room Division management. Luxury hotel experience preferred.
- Degree/Diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

**SKILLS**
- High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
- Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
- Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
- Strong communication and listening skills and excellent speaking, reading, and writing ability.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
- Ability to perform complex quantitative calculations or reasoning.
- Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
- Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
- Fluency in English: additional languages preferred.

**ADDITIONAL REQUIREMENTS**
- Understanding of lifestyle hotel products and guest services.

Ability to work evenings, weekends, and holidays, as needed.

**Job Types**: Full-time, Permanent

**Benefits**:

- Meal provided
- Opportunities for promotion
- Professional development

Schedule:

- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Night shift
- Rotational shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Kota Tinggi: Reliably commute or planning to relocate before starting work (required)

  • Agent, Guest Service

    3 months ago

    Kota Tinggi, Malaysia Kerzner International Resorts Full time

    At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every...

  • Housekeeping Services Manager

    4 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    The Service Manager responsible for assisting the Assistant Executive Housekeeper and Executive Housekeeper in the housekeeping operation and cleanliness levels in all areas of the property. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members. The Service...

  • Guest Service Assistant Manager

    4 months ago

    Kota Kinabalu, Malaysia TAGAHAN SDN BHD (MERCURE KOTA KINABALU CITY CENTRE) Full time

    Job Purpose This position is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times. Primary Responsibilities Front Office Operation - Conduct daily briefings and ensure that all pertinent information is well...

  • Guest Service Assistant

    4 months ago

    Kota Kinabalu, Malaysia Gaya Island Resort Full time

    We are looking for a Front Office (Guest Service Assistant) to manage our front desk on a daily basis and to perform a variety of administrative and clerical tasks. Below is the requirements for your reference: - Checking guests in and out. - Receiving and managing reservation - Verifying guests' payment methods during check-in. - Providing customer service...

  • Star Service Operator

    4 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    *** The Star Service Operator is responsible for the friendly and efficient service for all telephone operations, including answering and routing calls, answering inquiries, handling wakeup calls, taking messages, and taking In Room Dining orders. This position is instrumental in creating an environment and executing service that blows our guests...

  • Outlet Operations Manager

    3 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    The Outlet Operation Manager is responsible for providing beverage service to customers in a unique and creative fashion. The Outlet Operation Manager negotiates beverage contracts and initiates beverage programs to enhance the guest experience. The Outlet Operation Manager must harmonize the culture, mission, values, and quality standards to ensure maximum...

  • Sales Manager

    3 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    Sales Manager is responsible for effectively establishing and managing client relationships and accounts for their respective market segment. The Sales Manager is responsible for achieving both team and individual revenue goals through managing existing client relations, solicitation of new accounts, and consistent networking efforts. This person must create...

  • Guest Service Assistant

    3 months ago

    Kota Kinabalu, Malaysia Gaya Island Resort Full time

    **About us** We are customer-centric, engaging and fun. Our work environment includes: - Food provided - Growth opportunities Preferably with 1 year or more in Customer Service and Front Office experience as a Bellman with a valid driving license. Able to carry out daily task of check in and check out, luggage handling, parcels, mails and driving resort...

  • Manager, Quality

    4 months ago

    Kota Tinggi, Malaysia Kerzner International Resorts Full time

    At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every...

  • Front Office Attendant

    4 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    The Front Office Attendant is responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors. **PRIMARY RESPONSIBILITIES** - Register property guests with an emphasis...

  • Reservation Agent

    4 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    *** The Reservations Agent is responsible for providing quick and efficient service to all guests with reservation requests and inquiries for the hotel. This position is responsible for sharing information with prospective guests to capture sales, and then coordinating the details of reservations. **PRIMARY RESPONSIBILITIES** - On a daily basis, review...

  • Manager, Finance

    3 months ago

    Kota Tinggi, Malaysia Kerzner International Resorts Full time

    At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every...

  • Service Manager

    4 months ago

    Kota Tinggi, Malaysia STREET CAR SDN BHD Full time

    Plan, organize, establish procedures, standards and guidelines for service centre and parts operations. - Develop and execute marketing plans and programs, both short and long term, to ensure profit growth and expansion of company products and / or services. - Research, analysed, and monitor financial performance so that market opportunities may be...

  • Reservation Agent

    5 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    *** The Reservations Agent is responsible for providing quick and efficient service to all guests with reservation requests and inquiries for the hotel. This position is responsible for sharing information with prospective guests to capture sales, and then coordinating the details of reservations. **PRIMARY RESPONSIBILITIES** - On a daily basis, review...

  • Guest Service Executive Housekeeping

    3 months ago

    Kota Bharu, Malaysia Subhome Management Full time

    Kami mencari seorang pekerja yang mahir asas komputer, dan mampu bekerja shift malam. Lokasi HOTEL DANE & SHUE PT 5088, Kok Lanas, 16450 Bachok, Kelantan **Responsibilities**: - Manage transactions with customers using various systems. **Collect payments whether in cash or credit ** Issue receipts, refunds, change. Familiar with Credit card usage...

  • Assistant Manager, Finance

    4 months ago

    Kota Tinggi, Malaysia Kerzner International Resorts Full time

    At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every...

  • Housekeeping Attendant

    3 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Full time

    Clean rooms according to assignment sheet priority; update assignment sheet during shift. - Stock caddies/carts with all required cleaning supplies, linen, amenities, and equipment. - Maintain awareness of guests in corridors, greeting guests in passing, using names when known, moving carts to allow guests to pass, and turning off vacuum cleaners when guests...

  • Front Office Supervisor

    3 months ago

    Kota Tinggi, Malaysia Hard Rock Hotel Desaru Coast Full time

    Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures. - Select and block rooms for arriving guests; pre-register individuals or groups, as required; and assist in escorting VIPs and return guests to their rooms, as requested. - Ensure all guest...

  • Sales Manager

    4 months ago

    Kota Tinggi, Malaysia Amansari Hotel Desaru Full time

    **JOB DESCRIPTION** - Clear understanding of the hotel business strategies then set goals and to determine action plans to meet those goals - Responsible for meeting sales goals and overall quality of service. - Update action plans and sales report on weekly basis to the management. - Identify new markets and business opportunities and increase sales -...

  • Guest Experience Expert

    4 months ago

    Kota Kinabalu, Malaysia Marriott International, Inc Full time

    **Job Number** 24065462 **Job Category** Rooms & Guest Services Operations **Location** Le Meridien Kota Kinabalu, Jalan Tun Fuad Stephens, Kota Kinabalu, Sabah, 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...