Guest Services Manager
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Job no: 539076
Work type: Temps plein
Location: Macao, Chine
Categories: Front Office, Management (Manager)
Duties and Responsibilities
- Acts as a liaison with all hotel guests requiring special needs and requirements
- Meets all VIP, long stay and suite guests
- Escorts VIP guests to rooms
- Responsible for physical inspection of all VIP rooms, prior to arrival
- Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
- Develops new ideas for cost effective guest amenities
- Calls daily all VIP guests to arrange meetings (greetings, cocktails, afternoon tea, breakfast, lunch, dinner) with the General Manager
- Is the key person stationed in the lobby to welcome and greet guests upon arrival and departure
- Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
- Accountable for results from Guest Database audit and Guest Satisfaction surveys, in areas relating to Guest Recognition Program
- To administrate the incentive schemes for guest recognition
- Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
- Preparation of guest turn down letters
- Responsible for achieving and maintaining high guest retention ratio
- Liaison with VIP guests for private business meetings in suites/function rooms
- Acts as Chairperson of Guest Recognition Task Force
- Make a daily tour of the property and ensure the building is secure and report any findings in the Duty Manager’s incident log.
- To ensure that the hotel’s credit policies are adhered to at all times.
- To be fully conversant with the hotel’s services and facilities i.e. Business Centre, restaurants etc. and to actively promote and up sell these.
- To be responsible for the training of all Front Office and Concierge colleagues in how to show a guest room to potential clients and arriving guests.
- To be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.
- To advise the Director of Rooms and the General Manager of major social events taking place in Macau.
- To ensure a speedy telephone and message service in all Guest Service areas is consistent.
- To ensure that all incoming reservation for the day match necessary accommodation, and that all VIP’s, suite guest, return gusts, are pre-allocated / blocked accordingly.
- To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and to ensure that all amenities and special requests are in place.
- To ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.
- Perform any tasks as assigned by the Management
- Guest Requests
- Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
- To ensure that all Front Office colleagues deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times.
- To ensure that Front Office colleagues also provide excellent service to internal customers as appropriate.
- To ensure that all Front Office colleagues are aware of current promotions, policies and other important information.
- To ensure that all Front Office colleagues are familiar with the hotel’s products and services.
- To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- To spend time in Front Office areas during peak periods to ensure that the area is managed well by the respective team.
- To ensure that guest history records are accurately maintained and all repeat guests preferences are met.
2. Financial responsibilities
- To maximize colleague productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
- To maximize rooms sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office colleagues.
- Human Resources responsibilities
- To oversee the punctuality and appearance of all Front Office colleagues, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
- To ensure that the Fire Life Health Safety Security and Environment company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
- To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
- To develop the skills and effectiveness of all Front Office colleagues through the appropriate training, coaching, and/or mentoring.
- To support the implementation of Mandarin Oriental’s guiding principles.
- To feedback the results of the Colleague Commitment Survey and ensure that the relevant changes are implemented.
- To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System PROFILE.
Advertised: China Standard Time
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