Guest Services Manager

Job Function
 

• To supervise sections in Front Office, such as reception, cashier, telephone and baggage services. To monitor the junior staff’s conduct and job performance and to ensure all staff project a positive corporate image to guests.
   
• To ensure guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. To assist in checking in / out of guests.
   
• To assist to inspect rooms assigned to VIPs before their arrival and ensure that the complimentary amenities are provided in the VIP’s room. To ensure that General Manager, Secretary, Sales and other relevant Departments are informed of the VIPs. To meet and escort the VIPs to their rooms. 
   
• To handle matters concerning guest’s undesirable conduct in rooms / public areas, or undesirable persons loitering around lobby area, together with Security Department. To direct guests to the Security department for incidents reports, investigations, thefts, or any offences.
   
• To maintain cash float amount in accordance with expected occupancy. To authorize rate and room changes, paid outs, cash advances, acceptance of cheques in accordance to procedures and credit policies.