Guest Service Manager

Job description / Role

SUMMARY OF POSITION

The Guest Experience Manager is responsible for ensuring the provision of a guest experience which exceeds expectations through working pro-actively to initiate, develop and maintain excellent communication standards and service standards with a continuous guest centric focus.

SCOPE

Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:

Summary of Responsibilities:

- To lead the Heart of House Guest Experience and communications team.
- Work closely with the Front Office team to ensure a seamless experience for all guests from pre-arrival through to post stay.
- Through cross-training with the Front of House provide consistent support and coverage across the Front of House and Heart of House Guest Experience teams.
- Liaise with and ensure clear communication channels and methods with all other departments in order to facilitate complete guest service.
- To have full technical knowledge of PMS and all other systems used. Maintain and develop use of these systems.
- To initiate, develop and maintain excellent service standards with a consistent focus on the guest experience. Ensure a proactive approach is taken towards enhancing the guest experience in all areas of the department in order to anticipate and exceed guest expectations.
- Responsible for the structure, recruitment, training, discipline and development of leaders and colleagues within the department to maximize the guest experience delivery.
- Ensure full ownership and accountability of all team members.
- Perform an active role in the hotel operations as a key member of the management team, working effectively to achieve business targets.
- Analyzing guest feedback and providing strategic direction to continually improve.
- Ensure sufficient processes and trainings are in place to achieve required product knowledge and all quality standards.
- Aim to achieve all sales and revenue-based targets as directed.
- Open and close rates and inventory to ensure the smooth operation and service of the hotel whilst actively driving revenue.
- To consolidate an effective communications control center for the hotel.
- To produce detailed guest itineraries which are kept up to date and shared with all relevant teams in order to enhance the guest experience.
- To carry out additional tasks as requested by the leadership team. The above is not an exhaustive list.

GENERAL DUTIES:

Health and Safety

- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
- Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
- Use safe manual handling techniques and practice safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.

Confidentiality:

- Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

To be fully conversant with:

- Hotel fire procedures
- Hotel security procedures
- Hotel Health and Safety policy and procedures
- Hotel Facilities and attractions
- Hotel standards of operation and departmental procedures
- Accor Grooming of Luxury and Appearance guidelines
- Accor values and its corresponding strategies
- Methods of accepted payment of the company
- Short- and long-term company marketing promotions
- Carries out additional tasks from time to time, by request of senior team members which may not be directly related to the job role but necessary for smooth operation of the resort

Requirements

Qualifications:

- Previous leadership experience in a similar role required
- Previous PMS experience required
- Computer literate in Microsoft Window applications required
- University/College degree in a related discipline an asset
- Must possess a professional presentation
- Strong interpersonal and problem-solving abilities
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times

Physical Aspects of Position:

Physical aspects of the position include but are not limited to the following:

- Normal administrative office and hotel working conditions, with some local/regional travel.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.