Guest Services Manager

[{{ $ctrl._job.status.name | translate}}]
Guest Services Manager
Mandarin Oriental

Posted
Interested in this opportunity ?

Job description



  • Acts as a liaison with all hotel guests requiring special needs and requirements
  • Meets all VIP, long stay and suite guests
  • Escorts VIP guests to rooms
  • Responsible for physical inspection of all VIP rooms, prior to arrival
  • Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
  • Develops new ideas for cost effective guest amenities
  • Calls daily all VIP guests to arrange meetings (greetings, cocktails, afternoon tea, breakfast, lunch, dinner) with the General Manager
  • Is the key person stationed in the lobby to welcome and greet guests upon arrival and departure
  • Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
  • Accountable for results from Guest Database audit and Guest Satisfaction surveys, in areas relating to Guest Recognition Program
  • To administrate the incentive schemes for guest recognition
  • Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
  • Preparation of guest turn down letters
  • Responsible for achieving and maintaining high guest retention ratio 
  • Liaison with VIP guests for private business meetings in suites/function rooms
  • Acts as Chairperson of Guest Recognition Task Force
  • Make a daily tour of the property and ensure the building is secure and report any findings in the Duty Manager’s incident log.
  • To ensure that the hotel’s credit policies are adhered to at all times.
  • To be fully conversant with the hotel’s services and facilities i.e. Business Centre, restaurants etc. and to actively promote and up sell these.
  • To be responsible for the training of all Front Office and Concierge colleagues in how to show a guest room to potential clients and arriving guests.
  • To be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.
  • To advise the Director of Rooms and the General Manager of major social events taking place in Macau.
  • To ensure a speedy telephone and message service in all Guest Service areas is consistent.
  • To ensure that all incoming reservation for the day match necessary accommodation, and that all VIP’s, suite guest, return gusts, are pre-allocated / blocked accordingly.
  • To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and to ensure that all amenities and special requests are in place.
  • To ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.
  • Perform any tasks as assigned by the Management


Advertised: 17 Jul 2021 China Standard Time
Applications close:

Details

Job type
Full-time
Location
Macau Island, Macau
Department
Guest Relations
Starting in
As soon as possible
Duration of the contract
Indefinite

Other suggested jobs

{{:: 'Lobby Hostess' | ellipsis : 40 : true }}

{{:: 'Crowne Plaza Dubai Deira & Jumeirah' | ellipsis : 35 : true }}

{{:: 'Guest Relations/ Receptionist' | ellipsis : 40 : true }}

{{:: 'Ishraq Hospitality' | ellipsis : 35 : true }}

{{:: 'Front office Assistant - Russian Speaking' | ellipsis : 40 : true }}

{{:: 'Taj Exotica Resort & Spa' | ellipsis : 35 : true }}
Interested in this opportunity ?
Other jobs
Assistant Director of Security
New York, NY, United States
Banquet House Person
Boston, MA, United States
Assistant Housekeeping Floor Manager
Washington, DC, United States
Director of In Room Dinning
New York, NY, United States
Assistant Executive Housekeeper
Washington, DC, United States