Job Description

Assistant Guest Service Manager (AGSM) will be working closely with the Guest Relations/Services Manager in overseeing smooth operations, management and overall performance of the Front Office Department including Pacific Lounge. He/She has a direct line of authority over all front office staff within the suites and liaison role with all other departmental managers. He/she is responsible in increasing overall guests stay experience by meeting guest needs and exceeding guest expectations.
The Role
Primary Responsibilities:.

• A competent working knowledge of the property management systems and process are required. AGRM/AGSM is responsible in mentoring and coaching junior associates. Portray as a role model, train, and drive the culture of the team along with the Company's Core Values.
• AGRM/AGSM must always project a professional, business-like appearance by adhering to the uniform and personal hygiene guidelines. Portrays as a role model, assisting to train and drive the culture of the team along with the Company's Core Values. Provide professional, courteous, and efficient level of service to all internal and external guests in line with the Standard Operating Procedures
• Addressing and rectifying guest concerns and complaints, and perform office duties such as associate work schedules, monthly reports, and coordinates with other departments
• AGRM/AGSM is also responsible in leading Global Hotel Alliance (GHA) DISCOVERY Program.
• Attend all GHA Discovery meetings and webinars to learn and be updated on new enhancements, changes, or promotions of the GHA DISCOVERY Program
• Lead and mentor other team members on Global Hotel Alliance (GHA) DISCOVERY Program.
• To monitor daily and monthly enrollment DISCOVERY Loyalty Program, guest benefits, points submission (if required) and update tracking sheet.
• Maintain high visibility in public areas during peak times; interacting with members regularly throughout the property to obtain feedback on quality of product, service standards and overall satisfaction level.
• Deliver a level of personalised service that exceeds not only the expectations of the guests but will add a point of difference from the service provided anywhere else within the Serviced Suites.
• Have complete knowledge on all hotel facilities and services, room types, special rate packages and dining promotions as well as departmental policies and procedure.
• Review three days arrival and VIP's and allocate the room assignment, amenities, and special requests. Coordinates and communicates with relevant departments to ensure all preference and special requests are met.
• To provide supervision, direction, and management of room's inventory for the Front Office with the objective of ensuring room types of preferences and accommodation is made available upon guest arrival.
• Coordinate day-to-day operations, maintain service quality standards, and meet the expectations of the members daily, and ensure all Front Office associates are always adhering to standard operating procedures.
• Gathers feedback on services which would be reported to the management for improvement. Able to handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Ensure efficiency and the maintenance of operational readiness of equipment and supplies.
• Monitors the 'Manual Hold' and 'Work Order' rooms. Coordinate rooms related site inspections required by Sales.
• To check and verify Guest Service Ambassador cashiering and due out at end of every shift in accordance to set forth guidelines and ensure all cash floats are intact.
• Ensures that training is provided for technical, hospitality, communication, management, and organizational skills. All training is recorded and signed by the associates.
• Lead orientation and training of new hires.
• Adhere to all company credit policies to ensure that all revenue expected will be received.
• To monitor the overall cleanliness of the Front Office, Lobby, Pacific Lounge and Living Room.
• Plan, organize, coordinate quarterly activities for guest and recommend ideas to enhance guest stay experience.
• Obtain feedback from guests by informing them about the TrustYou and encouraging them to participate in the survey as well as to continuously strive and monitor Front Office objectives such as TripAdvisor and TrustYou.
• To have Food and Beverage knowledge and skills to facilitate Pacific Lounge operations during breakfast operations.
• To conduct trainings on Food and Beverage Safety and Hygiene policies and procedures and ensure compliance to set forth guidelines.
• Assist the Manager in the monthly accrual & forecasting in his/her absence.

Other Responsibilities:

• Ensure that all Key Policies of are enforced and adhered to.
• To enforce and comply with Rules and Regulations stipulated in the Employee handbook.
• To perform other duties assigned by the Management.

Talent Profile

• Excellent knowledge of front office management and front office operations in a hospitality set up.
• Management and leadership experience in team or group environment.
• Excellent communication skills - oral and written.
• Minimum 5 years of front office working experience in a hospitality organisation which will include 3-4 years of front office management experience.
• At least a Diploma in hospitality management from a hospitality training institute.

Skills Required