Director of Guest Services
DUTIES AND RESPONSIBILITIES
MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE, BELL SERVICE, DOOR SERVICE, PARKING VALET, NIGHT RUNNERS
* Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotel’s standards and in line with hotels’ strategic plan
* Manpower planning, recruitment, training, deployment
* Liaison between Front Office departments and rest of hotel for effective guest experience
* Develop, implement, evaluate, review and conduct training and audits in accordance with the hotels’ overall training and development plan
MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM
* Handles capital and asset planning, requisition
* Responsible for budgeting, planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
* Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
* Responsible for issuing, monitoring and negotiating all contracts, agreements and billings involving the department’s areas of responsibility
* Responsible for developing, implementing, evaluating, reviewing and conducting training & CCTV audits in accordance with the hotels’ overall training and service development plan
* Prepare, review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels ‘operating standards
* Conduct performance reviews, coaching, counseling and disciplining sessions with colleagues
* Handles Guest Services inventory control system
* Ensure that safety, health and security policies and procedures are adhered to in areas of responsibility
* Coordinate and conduct bi-monthly department, concierge and officers’ meetings to update colleagues on hotels’ objectives, performance and goals
* Coordinate, conduct and attend all other necessary meetings as and when required
INVOLVEMENT IN A WIDER JOB FUNCTION
* Presence in the driveway and lobby area at critical guest flow time
* Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
* Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
* Recommend, justify, coordinate and implement hotel projects in relation to process improvements
* Use Quality Management systems to monitor and improve speed of response time and review progress
* Review and analyze trend in guests’ needs and recommend operational changes, if needed to improve guest satisfaction and colleagues productivity
* Develop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in department
INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM
* Ensure cleanliness and appearance of lobby and related areas
* Hands-on knowledge of computer hardware and software to manage systems and generate reports, presentations and correspondence
* Capable of planning, defining, co-ordination and managing a service delivery system utilizing human resources, tools, data and service standards
* Interface the needs/requirements of other departments with: Housekeeping, Engineering, F&B service, Security, Finance, T&C
* Knowledge of Operations of group/convention activities and manpower planning
* Knowledge of Quality Management systems
* Knowledge of financial planning and budgeting
* Provide a level of safety & security for arrival & departure of guests/visitors
Job Requirements
* Tertiary education or higher with equivalent and hotel related experience
* Minimum 5 years experience in a managerial position in service industry preferably in Guest Services and/or Front Office
* English Language with knowledge of second language preferred
* Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
* Knowledge of Quality Management processes
* Ability to plan, lead, motivate and control
* Dynamic, analytical and detailed-oriented, problem solving and counseling skills
* Responsive to continuous challenges and improvements and open to making changes to achieve targeted results
* Build partnerships with other departments to ensure that internal and external customers’ needs are satisfied promptly. Possesses leadership qualities
* Ability to motivate and direct colleagues to proactively meet and exceed guest expectations
* Focused in colleagues training and development, human resource and performance management
* Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction
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