Asst Guest Service Manager

4 days ago

Bangsar, Malaysia DOMITYS BANGSAR KUALA LUMPUR Full time

**GENERAL RESPONSIBILITIES**
- Maintain the highest standard of guest service and satisfaction.
- Responsible for engendering team spirit and motivation in all staff.

**KEY RESPONSIBILITIES**
- To ensure the highest standard of welcome and that the services provided for the guests are delivered to attain the qualitative targets.
- To provide day-to-day supervision, direction, and leadership to all Front Office personnel under the guidance of the Head of the Department by the objectives, performance, and quality standards set.
- Responsible for the swift handling of guest requests.
- Responsible for overseeing the completion of Night Audit procedures.
- Maintain courteous guest service and respond promptly to guest inquiries, complaints, needs, special requests, and other related matters and ensure an optimal level of guest satisfaction and repeat business.
- Report any maintenance issues discovered or reported in the rooms and ensure that these are timeously carried out, and recorded in the Duty Manager's log/ handover book.
- Train, coach, motivate, and supervise all front office staff.
- Perform other tasks deemed necessary for the smooth operations of the hotel or instructed by the Head of Department.
- Ensure outstanding quality operation performed at all times
- Responsible for the smooth running of the Front Office during shift hours.
- Plans, directs, controls, and supervises the Front Office activities during the shift to provide efficient service for guest satisfaction.
- Represents The Management in handling complaints, and inquiries in all areas of operations when required.
- Conduct daily briefing and training for the Front Office team.
- Maintain up-to-date information on room rates, promotions, and packages. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.
- Cross-check that all billing instructions are correctly updated.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- To verify the accuracy of the cash drawers at the beginning of the shift and supervise the close-out of shift work and cash at the end of the shift.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Ensure the Front office log book and hotel log book are always updated and actioned upon.
- Ensure safety by following guest check-in and security procedures and reporting suspicious activity to security, the Front Office Manager, or the Manager on Duty (MOD).
- Assist all departments in servicing the guests during high volume periods.
- Takes responsibility in the absence of the Front Office Manager.
- Performs other duties as assigned, requested, or deemed necessary by the Management.

**JOB SKILLS AND REQUIREMENTS**
- Minimum 2 years of experience as a Duty Manager in the Hotel industry.
- Performance Management, Supervisory - Demonstrate ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels.

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

Pay: RM3,500.00 - RM4,000.00 per month

**Benefits**:

- Additional leave
- Free parking
- Health insurance
- Meal allowance
- Opportunities for promotion

Schedule:

- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Monday to Friday
- Night shift
- Rotational shift

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