Position OverviewThe Guest Service Manager (GSM) is responsible for overseeing and managing all aspects of the Guest Services department. The individual manages and ensures that all vehicles, cars and guest belongings are safely stored and handled.The Role
Provide inspirational leadership with a clear vision and direction to team members to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues.
Oversees and manages the daily operations of the Guest Services department and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
Ensures that all team members are trained to provide flawless, upscale, professional and high-class guest service experiences.
Monitor daily hotel transportation arrangements, including upselling of hotel transport services to achieve maximum revenue generation.
Coordinate guest requests from various department and delegating tasks through the appropriate system (e.g. KnowCross). Ensures that team members comply with the hotel's operating standards and policies to provide consistent luxury service.
Be able to perform all tasks within the Guest Services department and assists in covering of shifts for team members when necessary.
Supervises and trains all team members in orientation of guest room features, in room facilities, hotel venues and emergency procedures to ensure highest level of performance and service delivery.
Be knowledgeable of the hotel's offerings, special events or promotions to provide most up-to-date information and accurate information to guests.
Be the champion of the local culture, heritage sites and trends by keeping up-to-date with the city's happenings, area surrounding the hotel to provide recommendations and directions for the guests.
Monitors the daily arrival list, recognize special attention, returning and VIP guests to and communicate information to team members to ensure necessary arrival and departure arrangements are made.
Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long lasting guest loyalty.
Ensures that all guests are greeted in the lobby with a warm professional friendly manner and anticipate their needs by offering assistance before being asked.
Establishes departmental standards for efficient luggage storage, retrieval of parcels and other objects for guests and ensure accurate inventory of items on loan, and all items are collected in time or before check-out..
Build strong network with external transportation partners including airport services team to ensure stellar guest transfers experience.
Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
Assists the higher management in updating the Standard Operating Procedures in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
Review, monitor and control monthly departmental expense support the higher management in Rooms Division budget and forecast report. Provide suggestions and strategies to increase departmental profit generation.
Ensure the lobby, storage and work areas, as well as departmental equipment are kept clean and presentable at all times.
Implement department project initiatives to ensure continuous improvement and upscaling of both department operations and team members' performance.
Drive high quality and consistency in standards to achieve mission, vision and goals set by the hotel.
Mentor and guide individual team members' growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
Ensure all team members recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
Analyze guest feedback from direct feedback, comment card or any online reviews and providing strategic direction to continuously improve overall rating.
Effectively communicate and liaise with all departments to provide an overall comfortable guest experience.
Foster a positive working environment for all team members and check in regularly to ensure team members satisfaction and maintain strong working relationships within the. Give praises and encouragements for good performances.
Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
Lead the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings.
Plan and schedule roster according to business level to optimize resources.
Email responding regarding transportation, lost and found, courier service in timely manner.
Talent ProfileQualificationo Diploma of College or Degree preferably in Hotel/Hospitality ManagementWork Experienceo Minimum 3 years' of experiences in similar role in luxury hotels/resortsTechnical Skillso Personable character with a passion to build strong guest relationso Excellent command of written and spoken Englisho Handling & Recovering complaints
