Guest Services Manager

2 weeks ago

LapuLapu City, Central Visayas, Philippines Filinvest Development Corporation Full time

FILINVEST COMPANY: CRIMSON RESORT & SPA MACTAN

JOB SUMMARY:

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Mactan, and under the direct supervision of the Guest Services Manager, assist in managing Guest Services, ensuring guest satisfaction by providing personalized service in the most courteous and efficient manner as well as contributing to optimizing room sales.

JOB DESCRIPTION:

  1. Formulates and administers Guest Services policies and procedures.
  2. Familiarizes self with new procedures and updates staff at all times.
  3. Prepares and maintains Guest Services manual for the hotel.
  4. Communicates the content of the manual to all staff.
  5. Supervises the Guest Relation staff in the day to day operations.
  6. Reviews all arriving repeat guests and ensures amenities are accorded based on the Repeat Guest Amenity program.
  7. Conducts daily courtesy calls, inquiring about their satisfaction and facilities for their overall staying experience.
  8. Promotes inter-hotel sales and in-house facilities. Knowledgeable about banquet events, hotel facilities, Food and Beverage outlets and activities, special promotions and other information that guests may require.
  9. Receives, records, and handles guest comments, suggestions and complaints for management attention.
  10. Facilitates sending out amenity requests for guests that were inconvenienced.
  11. Ensures maximum sale of rooms at the highest possible rate.
  12. Ensures knowledge of all room types and facilitates to optimize room sales.
  13. Ensures full knowledge of the computer system and options to render personalized service to guests.
  14. Monitors Guest Relation staff updates guest history profile accurately so that pertinent information will enable all departments to provide service that will suit guest needs and preferences.
  15. Organizes VIP cocktails and any special occasion in terms of guest interaction.
  16. Maintains appropriate standard of conduct, dress hygiene, uniform, appearance, and posture according to established guidelines by the hotel.
  17. Adheres to established policies and procedures of the hotel in all tasks assigned.
  18. COMPANY POLICIES and PROCEDURES: Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules and Regulations.
  19. ATTENDANCE: Adheres to the set procedures for attendance and timekeeping.
  20. COMMUNICATIONS: Attends meetings as required.
  21. GUEST SERVICES: As assigned and at all opportunities, assists guests directly and indirectly in order to resolve problems and provide them a delightful staying experience in the hotel.
  22. LOST and FOUND: Fully aware of and comply with Lost and Found procedures at all times.
  23. EMERGENCY RESPONSE: Possesses full knowledge of emergency procedures and ensures all staff are aware of them at all times.
  24. EQUIPMENT CARE: Ensures proper care and maintenance of equipment in the area of assignment.
  25. GROOMING and HYGIENE: Adheres to specified hygiene and personal appearance standards of the hotel.
  26. TRAINING and EMPLOYEE ACTIVITIES: Attends scheduled training and participates in company-initiated employee activities.
  27. ENVIRONMENTAL AWARENESS: Is fully aware of and complies with the Hotels Environmental Policy and established rules and guidelines.
  28. GUIDING PRINCIPLES: Practices the Guiding Principles in day-to-day interaction.
  29. Performs such other functions as may be delegated by management from time to time.
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