Guest Service Manager

1 week ago

กรงเทพมหานคร, Thailand Rosewood Hotel Group Full time

**General Information**:

- Country/Region- Thailand- Province/City- Bangkok- Location- Rosewood Bangkok- Department- Rooms - Front Office- Job Type- Full-time Permanent- Directly responsible for the management of Front Office team to ensure it functions in accordance with Hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective associates.

JOB REQUIREMENTS

Maintain complete knowledge at all times of, and ensuring the team has complete knowledge of:

- All hotel
- features/servi
- ces, hours of operation. - All room types, numbers, layout, décor, appointments and location. - All room rates, special packages and promotions. - Daily house count and expected
- arrivals/depar
- tures. - Scheduled in-house group activities, locations and times. - All hotel and departmental policies and procedures.
- Check Front Office and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify and
- cleanliness/or
- ganization deficiencies.
- Prepares weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
- Assign work duties to associates in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.
- Inspect grooming and attire of associates ensuring they are in compliance with the Uniform and Grooming policy at all times while on duty; rectify any deficiencies.
- Involve in recruitment, training of all new associates.
- Constantly monitor associate’s performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
- Ensure all associates are fully versed in all SOPs, standards and processes. Ensures all the SOPs, training plans and ITPs are up to date.
- Foster and promote a cooperative working climate, maximizing productivity and associate moral.
- Is fully conversant in the hotel’s Emergency plans and to understand the role of all Front Office departments in all scenarios including but not limited to fire, storm, hurricane, evacuation and first aid procedures.
- Conducts monthly probation reviews and yearly performance appraisals of designated associates.
- Leads Forbes, LQA initiatives and Associate Engagement Survey initiatives in the department
- Executes associate probation reviews and annual performance reviews.
- Ensures that Rosewood Service standards are met by ensuring regular training is conducted per the Rosewood Training schedule and liaising with the property Training Manager
- Ensures regular communications occurs by conducting the daily Calling and by conducting monthly communication meetings with associates
- Ensures timely processing of department’s payroll and accurate attendance reporting
- Attends managers’ meetings and operations meetings as required
- Coaches and counsels associate for optimum performance and disciplines when necessary in accordance with the Collective Bargaining Agreement and the Associate Handbook.
- Monitors system problems, maintain log of such and coordinate corrections with the I.T. Manager.
- Ensures that Concierge logs and checklists are maintained.
- Oversees all pre-arrival data collection and applies all necessary preferences and requests to guest’s upcoming visit.
- Monitors hotel communication through the Guest Services, Concierge and Reservations team for arriving guests with any questions, clarifications and confirmations of their requests and/or queries.
- Ensures that guest requests from other departments are properly communicated and
- followed-throu
- gh.
- Creates and highlights seasonal activities and programs for guest’s participation and
- entertainment.
- Assists the Guest Experience Manager/ Front Office Manager to monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Plans and executes group requirements, preference with the Events team/Director of Events. Operational Functions:

- Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.- Support the Conference Services department in coordinating group activities and/or assist in group events as needed.
- Become acquainted with each day’s arrivals, VIP’s and daily group activities.
- Responsible for accurate inventory and purchasing of recreation related equipment.
- Check Rosewood Bangkok website to ensure information is always accurate.
- Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
- Ensure handling of all guest reque

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