Job Summary
We are seeking an experienced and customer-focused Guest Services Manager to oversee all aspects of guest services and ensure a superior guest experience. The ideal candidate will be responsible for managing the bartenders, guest services officers and other clubhouse staff and overall guest satisfaction, acting as the key point of contact for guests.
Key Responsibilities
- Supervise and manage the daily operations of the Clubhouse.
- Ensure a seamless and welcoming experience for all guests.
- Handle guest inquiries, complaints, and feedback professionally and promptly to ensure customer satisfaction.
- Train, mentor, and schedule guest services staff to maintain high standards of service and hospitality.
- Monitor guest feedback through various channels (e.g. surveys, reviews) and implement service improvements as needed.
- Collaborate with other departments (secretaries, drivers, etc.) to fulfill guest requests and resolve issues efficiently.
- Prepare reports on guest satisfaction, service metrics, inventory and departmental performance.
- Ensure all guest service activities comply with company policies, health and safety regulations, and hospitality standards.
General Tasks and Duties:
- Monitor club lounge for seating availability, service, safety, and wellbeing of guests.
- Maintain cleanliness and condition of bar, bar unit, tables, and other tools.
- Prepare and serve hot, cold, and/or alcoholic beverages. Stock ice, glassware, and supplies. Anticipate and communicate replenishment needs promptly.
- Ensure dishes and serving utensils are washed and clean.
- Complete opening and closing duties. Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required.
- Secure liquors, beers, wines, coolers, cabinets, and storage areas.
- Document pertinent information in department logbook.
- Forecast additional meal requirements and cater to special requests for food and drinks preparation.
- Report accidents, injuries, and unsafe work conditions to management.
- Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
- Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
- Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others, and support team to reach common goals.
Requirements:
- Certificate or Diploma in Hotel Management / Hospitality.
- At least 6 years in a similar role in the hotel and F&B industry
- Experience in international hotel chain or private clubs is highly preferred
- Bilingual in English and Chinese
- Able to start immediate or at a short notice is a huge plus.
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