Manager, Guest Services
Job Location:
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
- Interacts with guests to address inquiries special requests and concerns.
- Ensures a high level of guest satisfaction by providing exceptional customer in recruiting training and supervising a team of guest services staff including front desk agents concierge staff and bellmen.
- Sets performance goals provide coaching and conduct performance evaluations.
- Oversees front desk operations including check-in and check-out processes room assignments and billing procedures.
- Ensures efficient and accurate handling of guest reservations.
- Coordinates guest services such as transportation luggage handling wake-up calls and room service.
- Addresses and resolves guest complaints and issues promptly.
- Maintains effective communication with guests before during and after their stay to gather feedback and address any concerns.
- Uses guest feedback to improve services and guest experiences.
- Implements and enforces quality standards and procedures to maintain a high level of service excellence.
- Conducts regular inspections of guest areas to ensure cleanliness and functionality
- Provides guests with information about hotel facilities services local attractions and events.
- Assists guests with making reservations and arrangements for activities.
- Ensures the safety and security of guests by following safety protocols emergency procedures and compliance with relevant regulations.
- Assists in budget planning and management for the guest services department.
- Monitors expenses and optimizes resource allocation.
- Aligns with the Cinnamon brand standards.
- Thorough understanding about the business continuity planning (BCP) General data protection regulation (GDPR) & emergency planning & complying to them
- Promotes and manages guest loyalty programs rewards and incentives to enhance guest retention.
- Ensure that required brand standards are met and stay updated on relevant OJTs/SOPs.
- Ensure necessary departmental training is conducted in a timely manner.
A bachelors degree in hotel management hospitality or a related field is typically preferred but not always required.
- Relevant certifications in hospitality management or customer service may be advantageous.
Previous experience in guest services front desk operations or a similar role in the hospitality industry is often expected.
- Familiarity with hotel management software and reservation systems is beneficial.
Exceptional customer service skills and a strong commitment to guest satisfaction
Effective leadership and team management abilities.
Strong problem-solving skills to address guest concerns and challenges.
Ability to handle crisis situations and make decisions under pressure.
A keen eye for detail to ensure guest requests and needs are met.
The ability to understand and empathize with guest needs and concerns.
Required Experience:
Manager
About Company
John Keells Group is Sri Lanka's premier Diversified Company, listed in the Colombo Stock Exchange, and a 150-year pillar of the Sri Lankan economy. John Keells Group is widely recognized as Sri Lanka's Most Respected Corporate Entity
