Guest Services Manager

3 weeks ago

Dubai, Dubai, United Arab Emirates Banyan Tree Full time

Overview

Position Summary

A Guest Services Manager is essential in ensuring that guests have an unforgettable experience during their stay. This position demands a sincere passion for hospitality and a cooperative spirit in engaging with both guests and team members. By employing a proactive and perceptive service approach, the Guest Services Manager anticipates guest needs, aligns services, and surpasses expectations at every opportunity.

With comprehensive knowledge of the local dining scene, hotel facilities, and attractions, the Guest Services team enhances guest satisfaction by offering personalized suggestions and customized itineraries. The Guest Services Manager collaborates closely with guests to curate detailed service options, arrange excursions and transportation, and accommodate a variety of booking requests throughout their stay.

Key Responsibilities

  • Lead and mentor the guest services team to provide exceptional service.
  • Foster a culture of excellence within the team, guiding them to deliver outstanding hospitality.
  • Support team members in all aspects, ensuring they maintain high standards of customer service.
  • Drive the team towards achieving guest satisfaction objectives effectively.
  • Enhance guest experiences through personalized arrival services and recognition of VIP guests.
  • Exemplify outstanding hospitality, motivating the team to excel in guest interactions.
  • Oversee front drive operations, assisting valet, bell staff, and doormen as necessary.
  • Assess staffing levels to ensure optimal guest service and operational efficiency.
  • Maintain the organization of luggage areas and hotel assets for a seamless experience.
  • Be present during peak times in public areas, promptly addressing guest needs.
  • Review guest feedback with team members, promoting appreciation and encouraging growth.
  • Conduct training sessions to enhance guest interactions and service quality.
  • Assist with additional responsibilities as assigned by senior management.
  • Provide detailed information about hotel services, local attractions, dining options, and more to guests.
  • Promote the hotel's dining outlets and ensure lobby cleanliness and orderliness.
  • Coordinate guest paging and ensure the accuracy of hotel information directories.
  • Prepare efficient work schedules for guest services, doormen, and bell staff based on occupancy forecasts.
  • Ensure staff appearance, punctuality, and performance meet high standards.
  • Address guest issues promptly, collaborating with department heads or management as needed.
  • Supervise the guest services team to guarantee excellent service and assistance to guests.
  • Assist guests with mail, messages, inquiries, and arrangements during their stay.
  • Balance operational, administrative, and colleague needs effectively.
  • Provide informative and helpful assistance regarding hotel facilities to guests.
  • Adhere to departmental policies, procedures, and service standards consistently.

Qualifications

Experience/Certificates/Education

  • Demonstrated international experience as a Senior Concierge or Guest Services Manager in a large, fast-paced luxury hospitality environment.
  • Exceptional guest service skills, polished presentation, and effective verbal and written communication abilities.
  • Guest-oriented mindset, vibrant personality, and a passion for assisting others.
  • Fluency in English (both verbal and written); proficiency in additional languages such as Russian, Arabic, or French is advantageous.
  • Ability to multitask in a dynamic, fast-paced environment and adapt to changing priorities.
  • Flexibility in working hours, with the capacity to work independently or with minimal supervision.
  • Strong analytical and problem-solving skills, enabling sound decision-making.
  • Proficiency in Microsoft Windows and MS Office suite, including Excel, Word, PowerPoint, and Outlook.
  • Physical stamina for standing and walking extensively during shifts.
  • Familiarity with Opera software and Front Office computer systems.
  • Proven track record in a global work environment, demonstrating adaptability and cultural sensitivity.
  • Excellent organizational abilities and the capacity to lead, motivate, and develop a team effectively.

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