Guest services manager

Job Role

Responsible for the overall wellness and satisfaction of all in house guests during their stay. Liaising with all departments to ensure that Guests’ requirements are met timely and in a satisfying manner.

Duties & Responsibilities

-Responsible for word/xls processing duties relating to guest surveys/comment cards. Follows up topics related to improve Guest Service.

-Influences the Rooms Division & Food and Beverage operations in such a manner that they exceed the budgeted revenues through up-selling. Actively up sells special events, announces special rates or simply the opening of the different venues during the meal periods.

-Performs Concierge services such as arranging transportation, airline changes, courier, golf, restaurant reservations, or any special guest requests.

-Maintains a high profile in public areas of the hotel and ensures that good guest / staff relations are maintained at all times.

-Attends to the needs, requests and inquiries from guests as soon as reasonably possible and ensures that all incoming correspondence is answered within 24 hours of receipt.

-Prepares acknowledgement letters for guests who might be related to personal occasions or TO requests. E.g. Honeymoon, Birthday etc.

-Daily reviews and follows up of the arrival list for VIP guests and any special requests.

-Reports and documents, any observed or known safety hazards, conditions or unsafe practices and procedures, to the management immediately.

-Uses the opportunity to obtain feedback from guests during meal periods, busy operation hours.

-Develops and plans creative strategies and merchandising techniques with the objective of increasing general hotel revenues via regular promotions.

-Refers guests’ problems or complaints to RDM or DM.

-Keeps abreast of trends, systems, practices and services in the hotel and restaurant field through trade literature and site visits. Keeps updated with domestic events, special occasions or programs within Pafos/Cyprus.

-Ensures that the weekly Hotel program & activities has been printed and submitted to Housekeeping for distribution no later than Sunday evening prior to the following week.

-Conducts rooming of VIP guests as well as checks the room(s) prior to guests’ arrival. Liaises with HK, Maintenance and IRD that the accommodation is spotless and set up as per requirement. E.g. amenities.

-Ensures that the vertical communication systems i.e. both upward and downward, are established and maintained in order to maximize operational efficiency and guest satisfaction.

-Performs any other duties as may be prescribed from time to time due to operational needs.

Requirements

-EU citizen

-Prior experience in a similar position.

-Degree in Hospitality Management or hospitality related qualification, will be considered as an advantage

-Supervisory skills and good judgement.

-Pleasant, honest and friendly personality

-Computer literate with knowledge of a variety of computer applications including Microsoft Office Application and Theova system.

-Excellent written and oral communication skills in both English and Greek -Language. Russian language will be considered an advantage.

-Friendly, courteous, service-oriented, excellent communication & organisational skills, pleasant personality.

-Ability to work in a fast-paced environment and cope under pressure

-Able to work independently with minimum supervision in a busy environment.

Benefits

-Competitive salary and benefits package.

-Opportunity to work in a luxurious and dynamic environment.

-Career growth and development opportunities.

-High profile hospitality company of 5* luxury Hotels

-Great work-life balance

-Free meals