Manager, Guest Service

21 hours ago

Kuala Lumpur, Malaysia Ascott Full time

About Us

When you build a career at Ascott, we want to bring out the best in you. Whether you're an experienced professional pursuing a hospitality career or a student aspiring to learn more about the dynamic serviced residence sector, Ascott offers ample opportunities for individuals seeking to expand their horizons beyond boundaries.

Across a variety of roles in hospitality management and corporate support functions, we welcome to bring your personality and style and be part of the Ascott team that is deeply committed to providing heartfelt service and creating award-winning experiences for our guests.

Be Yourself, Be Part of Our Journey- Job Description
- Manage front office operations
- Implement operating procedures and service standards for front office operations
- Monitor front office operations to ensure adherence to organisational standards and procedures
- Develop operations plans for front office operations
- Review manpower allocation for front office operations
- Monitor room inventory levels and reconcile discrepancies
- Collaborate with various departments on guests' special requirements and requests
- Manage personalised reception services for VIP guests' arrivals and departures
- Implement loyalty programmes for guest retention and growth
- Identify and resolve deviations and irregularities related to front office services

Drive service and operational excellence
- Manage team's service performance in response to guests' needs and requests to ensure guest satisfaction
- Manage service recovery for escalated guests' concerns and feedback
- Build guest relationships to enhance return visits
- Interact with guests to gather feedback on service quality
- Analyse guest satisfaction levels and feedback for service improvement and relationship management
- Review systems and processes for workflow and productivity improvement
- Innovate new ideas to enhance guest experience and revenue generation
- Direct the implementation of sustainability programmes to drive organisational green initiatives

Manage operational risks
- Operationalise compliance management on data protection regulations and organisational security procedures for guest registration and credit and cash transactions
- Manage emergency situations
- Manage loss and risk prevention policies and procedures to minimise loss and risk in business operations

Manage human resources, finance and report management
- Review operations reports and statistics to monitor and report departmental performance
- Support budget forecasting processes for the department
- Manage cost control to keep departmental operating expenses within budget
- Establish learning and development plans and facilitate learning and development opportunities to enhance staff work performance
- Provide coaching and guidance to improve staff work performance
- Manage staff performance to achieve department goals- Job Requirement
- 3 - 5 years experience in guest relations, front office or guest experience role with at least 2 years in a managerial capacity
- Diploma or Degree in Hospitality Management or related field preferred
- Fluent in English and Bahasa Malaysia, with other languages' proficiency an added plus

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