Manager, Guest Services

Job Responsibilities

• Interacts with guests to address inquiries, special requests, and concerns.
• Ensures a high level of guest satisfaction by providing exceptional customer service.Assists in recruiting, training, and supervising a team of guest services staff, including front desk agents, concierge staff, and bellmen.
• Sets performance goals, provide coaching, and conduct performance evaluations.
• Oversees front desk operations, including check-in and check-out processes, room assignments, and billing procedures.
• Ensures efficient and accurate handling of guest reservations.
• Coordinates guest services such as transportation, luggage handling, wake-up calls, and room service.
• Addresses and resolves guest complaints and issues promptly.
• Maintains effective communication with guests before, during, and after their stay to gather feedback and address any concerns.
• Uses guest feedback to improve services and guest experiences.
• Implements and enforces quality standards and procedures to maintain a high level of service excellence.
• Conducts regular inspections of guest areas to ensure cleanliness and functionality
• Provides guests with information about hotel facilities, services, local attractions, and events.
• Assists guests with making reservations and arrangements for activities.
• Ensures the safety and security of guests by following safety protocols, emergency procedures, and compliance with relevant regulations.
• Assists in budget planning and management for the guest services department.
• Monitors expenses and optimizes resource allocation.
• Aligns with the Cinnamon brand standards.
• Thorough understanding about the business continuity planning (BCP), General data protection regulation (GDPR) & emergency planning & complying to them         
• Promotes and manages guest loyalty programs, rewards, and incentives to enhance guest retention.
• Ensure that required brand standards are met and stay updated on relevant OJTs/SOPs.
• Ensure necessary departmental training is conducted in a timely manner.

Person Specifications

• A bachelor's degree in hotel management, hospitality, or a related field is typically preferred but not always required.

• Relevant certifications in hospitality management or customer service may be advantageous.

• Previous experience in guest services, front desk operations, or a similar role in the hospitality industry is often expected.

• Familiarity with hotel management software and reservation systems is beneficial.

• Exceptional customer service skills and a strong commitment to guest satisfaction

• Effective leadership and team management abilities.

• Strong problem-solving skills to address guest concerns and challenges.

• Ability to handle crisis situations and make decisions under pressure.

• A keen eye for detail to ensure guest requests and needs are met.

• The ability to understand and empathize with guest needs and concerns.