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Residence Guest Service Manager

2 months ago

Dubai, Dubai, United Arab Emirates Anantara The Marker Dublin Hotel Full time
Job Summary

We are seeking a highly skilled Guest Service Supervisor to join our team at Anantara The Marker Dublin Hotel. As a key member of our front office team, you will be responsible for delivering exceptional guest experiences and ensuring seamless check-in and check-out processes.

Key Responsibilities
  1. Guest Service Functionality: Oversee the guest service function of the hotel, ensuring that all guests receive prompt, courteous, and efficient service.
  2. Customer Satisfaction: Provide information on hotel services and facilities, as well as local attractions and general enquiries, to achieve a high level of customer satisfaction.
  3. Arrival and Departure Formalities: Facilitate efficient arrival and departure formalities for all guests, ensuring a smooth and hassle-free experience.
  4. Guest Enquiries and Requests: Assist guests with resort activity enquiries and requests, ensuring that their needs are met promptly and efficiently.
  5. Guest Feedback and Preferences: Actively elicit guest feedback and preferences regarding resort services and ensure action is initiated to maximize guest satisfaction.
  6. Guest Errands: Ensure that guest errands are executed as directed, maintaining the highest level of service standards.
  7. Information Collaterals: Prepare all information collaterals for guests and related departments as per policy and standards.
  8. Guest Welcome and Greeting: Ensure that guests are personally welcomed and greeted by name and escorted to their rooms on arrival.
  9. Resort Services and Facilities: Provide information on resort services and facilities, as well as local attractions and general enquiries, as requested.
  10. Management Attendance: Ensure that a member of management is in attendance at all arrivals and departures.
  11. Stocking and Supplies: Ensure sufficient stocking of welcome beverages, refresh towels, and special departure expressions are maintained.
  12. Transportation Coordination: Coordinate transportation for guests in collaboration with the Concierge, Bell Captain, and Bell Men, including buggy and car transfers.
  13. Check-in and Check-out: Provide complete assistance to guests on arrival and departure, ensuring accurate room folios and bills.
  14. Check-out Efficiency: Ensure that all check-outs are done efficiently and accurately.
  15. Difficult Situations: Handle difficult situations effectively, following resort policies and procedures.
  16. Timely and Efficient Performance: Perform all duties and responsibilities in a timely and efficient manner, in accordance with established resort policies and procedures.
  17. Record Keeping and Documentation: Ensure proper record keeping and documentation, as per statutory and organizational requirements.
  18. Guest Services Centre Liaison: Closely liaise with the Guest Services Centre to ensure all follow-ups are done in a timely manner.
  19. Front Office Documentation: Ensure correct documentation of all transactions at the Front Office during shifts.
  20. Guest Complaints and Compliments: Communicate promptly and efficiently guest complaints and compliments to the Front Office Manager/Duty Manager.
  21. Superior Notification: Keep the superior promptly and fully informed of all problems or unusual matters of significance.
  22. Guest Belongings Safety: Ensure the safety and security of guests' belongings.
  23. Organizational Policies and Standards: Adhere to all organizational policies and standards.
  24. Selling Excursions and Recreation: Actively participate in selling excursions and coordinating recreation, spa, and Food & Beverage.
  25. Guest Service Questionnaire: Implement and maintain the sanctity of the Guest Service Questionnaire daily, as per standard operating procedure.
  26. Behavioral and Vocational Training: Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
  27. Guest Service Team Leadership: Lead the Guest Service team by example, train, mentor, and coach the team.
  28. Safety Rules and Operating Procedures: Ensure that all fellow associates follow safety rules and operating procedures.
  29. House Rules Enforcement: Be aware of all house rules and assist in enforcing them on associates.
  30. Favorable Working Relationship: Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
  31. Company Image Projection: Project at all times a favorable image of the company, resort, and department.