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Guest Service Manager
Guest Service Manager
About Four Seasons:
About the location:
At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. We believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. Our family members are masters of their crafts who believe in treating others as we would have them treat us.
Four Seasons can offer what many hospitality professionals dream of – an opportunity to build a life-long career with global potential and a real sense of pride in work well done.
In line with our plans for future growth, we are committed to staff levels that are in keeping with our extraordinary staff-to-guest ratios. We believe that attitude counts as much as skill. As a result, Four Seasons hires motivated people who we train to perform superbly, while we create an environment where they can flourish.
Ultimately, our culture breeds success, and rewards it in many different ways.
Work on a team that is built on mutual respect, collaboration, excellent service and a passion to exceed guest expectations by providing the most memorable guest experience.
QUALIFICATION REQUIREMENTS:
Reading, writing, and ortal proficiency in the English language.
College degree preferred
Previous supervisory experience necessary, hotel environment preferred
JOB FUNCTIONS:
To provide the necessary leadership to ensure the smooth running of the Luggage, front door and the Hotel car, anticipating the guest’s needs and meeting the four season’s standards of service consistently.
· The Guest Services Manager forms part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotel.
· All luggage coordination, transportation arrangements, guest parking are all supervised by this manager.
· The Guest Services Manager oversees all aspects of the Guest Services department including interviewing and training staff and demonstrating a high visibility within the lobby area.
· The Guest Services Manager represents the local hotel management and ensures that vehicles, cars and other guests' belongings are safely stored and handled.
· The Guest Service Manager is a liaison between other rooms departments and hotel operations.
· Contribute to our environment with a positive and friendly attitude.
· Communicate with team members to ensure the highest level of personalized service.
· To ensure the smooth and efficient running of the guest services within the rooms division.
· Requires attention to detail and problem-solving skills, as well as a passion for customer service.
· Ensures that all the employees deliver the brand promise and provide exceptional guest services at all times.
· Handles all the guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
· To ensure that the department can communicate in key languages appropriate to guest mixture
· To have the ability to exceed guests' expectations by being creative and resourceful.
· To ensure that all staff are well groomed neatly dressed and in the appropriate uniform, taking corrective actions when necessary
· To be familiar with and ensure that four seasons' standards are maintained.
· To ensure staff are fully knowledgeable of the all-hotel services, hours of operations et
To respond effectively to guest requests
Safety & Security
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Report work related accidents, or other injuries immediately upon occurrence.
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Use proper equipment, wear appropriate personal protective clothing, and employ correct lifting procedures, as necessary, to avoid injury.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Policies and Procedures
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors as well as the hotel management team has all rights to change your job functions according to the business needs without any affect in terms of salary or benefits.
Communication
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Provide assistance to coworkers, ensuring they understand their tasks.