Guest Service Manager

Position summary statement:

To oversee the smooth operation, management and overall performance of the Front Office Department.

Primary Responsibilities:

a) To prepare the hotel's annual Front Office budget and submit to management for approval. The annual budget should include manpower requirement, operating expenses, etc. On the approved budget, the incumbent rolls out the plan.

b) Control in area of direct responsibility, all budgetary items, overheads and operating expenses including Profit & Loss (P&L), Accrual, and Capital Expenditure (CAPEX).

c) Responsible in meeting all Key Performance Indicators (KPI) for Front Office.

d) Champion the Leading Quality Assurance Audit, and all other internal & external audit with Pan Pacific Hotels Group

e) To develop, implement Standard Operating Procedures within your areas of direct control.

f) Ensure that all quality, service, and controls conform to established standards as set by the General Manager, as well as Pan Pacific Hotels Group (PPHG) policies and procedures.

g) Supervise all operational activities to ensure maximum guest satisfaction. Ensure that all guest feedback is responded to in a timely manner.

h) To efficiently manage, in conjunction with the Director of Sales, the hotel's room inventory, with the aim of maximizing revenue and to increase yield.

i) To conduct performance review of department staff and provide honest feedback on their respective performance, the aim being to guide and improve performance where there is shortfall and reinforce the performance to reach an acceptable level of competency.

j) Assist with recruitment, counselling, and disciplinary action, monitoring of staffing levels and payroll costs.

k) Ensures that training hours set by the company is adhered to.

l) Ensures that the Associate Engagement Index (Our Peoples Voices & Views) is maintained based on the standard set by Pan Pacific Hotels Group.

m) Show clear and measurable results in the forward development of the department. Measurement will be determined by PPHG Corporate Office on an annual basis and may be based on Guest Satisfaction, Staff Engagement, Financial results or other measurement systems as may be deemed appropriate.

n) To be overall in charge of the GHA program and to ensure all associates are properly trained.

o) Oversee guest programs and activities.

p) Ensure regular communications and co-ordination meetings are held with relevant departments to focus on guest services, work processes and achievement of targets.

q) Maintain a high standard of customer relations/customer service within specified departments.

r) Obtains feedback from residents to improve quality standards of service ensure that personalized service is extended to all residents. Reviews and monitors Trust You and Trip Advisor and utilize the residents feedback to improve service delivery.

s) Handle guest's complaints, inquiries and requests. Conducts preliminary investigation on guest's complaints.

t) Adhere to company credit policies to ensure all revenue expected will be received.

u) Ensure all Floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company's revenue.

v) Any task as assigned by Management.