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Guest Service Manager

1 month 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)