Assistant Manager, Guest Service Centre

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Assist Manager, Guest Service Centre in overseeing the daily operations of the Guest Service Centre, ensuring exceptional guest service and operational efficiency.
Act on behalf of the Manager, Guest Service Centre in her absence and ensure smooth departmental operations.
Monitor service standards, response times, call handling performance, and guest satisfaction levels to drive continuous service improvement.
Oversee the professional handling of all incoming and outgoing calls, messages, wake-up calls, and related communication services.
Ensure guest inquiries, requests, and complaints are resolved promptly, professionally, and effectively.
Supervise, coach, and support team members to achieve departmental goals and maintain high service standards.
Assist with staff scheduling, training, performance management, and team development initiatives.
Analyze operational performance, guest feedback, and key performance indicators (KPIs) to identify improvement opportunities.
Ensure accurate records and effective communication within the department and with other hotel teams.
Ensure compliance with hotel policies, procedures, and service standards.
Assist in training, scheduling, and performance management of team members.
Support recruitment, onboarding, and development initiatives to strengthen team capability and succession readiness.
Review guest feedback, service trends, and operational challenges to identify improvement opportunities.
Collaborate with other departments to enhance operational effectiveness and deliver an outstanding guest experience.