Guest Services Manager (Duty Manager)

The Guest Services Manager oversees the daily Front Office operations, ensuring that the highest levels of hospitality and services are provided. He/she attends to guest incidents and handles all any guest related matters.

Primary Responsibilities

· Accommodates all guest needs and requests, anticipating guest needs, and creating memorable experiences through personalized service

· Monitor daily bookings and ensure assigned rooms are prepared prior to check-in

· Assists with the daily operations of Front Office

· Supervises daily duties, assign tasks, and check on progress

· Handles guests’ enquiries and incidents

· Has regular and close contact with guests to ensure in-depth understanding of feedback and trends

· Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others

· Strives to improve service performance and provides services that are above and beyond for complete guest satisfaction

· Cooperates with the Finance team and leads the Front Office team on credit policies and procedures.

· Understands the impact of Front Office operations on the overall property financial goals and objectives.

· Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.

· Carries out any other duties as and when assigned by the management and department.