Guest Services Manager

4 weeks ago

Malay, Philippines Filinvest Group Full time

FILINVEST COMPANY: CRIMSON RESORT & SPA BORACAY

JOB SUMMARY:

In accordance with the policies, procedures, and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Boracay, the Guest Services Manager assists in managing Guest Services, ensures guest satisfaction by providing personalized service in the most courteous and efficient manner, and contributes to optimizing room sales.

JOB DESCRIPTION:

  • Formulates and administers Guest Services policies and procedures.
  • Familiarizes self with new procedures and updates staff accordingly.
  • Prepares and maintains the Guest Services manual for the resort.
  • Communicates the content of the manual to all staff.
  • Supervises the Guest Relations staff in daily operations, reviews arriving repeat guests, and ensures amenities are provided based on the Repeat Guest Amenity program.
  • Conducts daily courtesy calls to inquire about guest satisfaction and facilitate their overall stay experience.
  • Promotes inter-hotel sales and in-house facilities. Knowledgeable about banquet events, hotel facilities, Food and Beverage outlets, activities, special promotions, and other guest information.
  • Receives, records, and handles guest comments, suggestions, and complaints for management attention.
  • Facilitates sending out amenity requests for guests who were inconvenienced.
  • Ensures maximum room sales at the highest possible rates.
  • Maintains comprehensive knowledge of all room types and facilitates their sale.
  • Ensures full knowledge of the computer system and options to provide personalized guest service.
  • Monitors Guest Relations staff to update guest history profiles accurately, enabling departments to tailor services to guest needs and preferences.
  • Organizes VIP cocktails and special occasions to enhance guest interaction.
  • Maintains professional conduct, dress, hygiene, uniform, appearance, and posture according to hotel guidelines.
  • Adheres to the hotel's policies and procedures in all assigned tasks.
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