Guest Service Manager

Operational Management
- Manage the day-to-day operations of the hotel, including overseeing the Guest Service Team and Housekeeping Team.
- Plan and assign work to the hotel staff accurately, ensuring there is enough staff to provide exceptional service to guests.
- Ensure that all bookings are in order and that prices are within allowed levels.
- Maintain cash balances and handle funds correctly at all times.
- Work closely with the Sales departments to maximize room capacity and achieve the highest revenue and best customer service.
Guest Service Excellence
- Handle guest complaints and requests quickly, professionally, and efficiently, while showing enthusiasm and offering problem-solving solutions in line with the hotel's interests.
- Reply to messages and emails from guests and instruct staff to handle any situations that may arise while serving guests.
- Ensure that all staff members are knowledgeable about hotel products, current promotions, policy changes, and appropriate communication to best serve guests.-
Staff Development and Facilities Management
- Train and coach staff on SOPs, hotel rules, and regulations.
- Evaluate the performance of staff and suggest commendations or remedial and disciplinary action when necessary.
- Be responsible for the hotel's facilities and ensure that all facilities are up to standard to serve the guests.
- Manage and control the hotel inventory check and ensure that the orders and equipment are in order.