Guest Services Manager

FILINVEST COMPANY: CRIMSON RESORT & SPA BORACAY



JOB SUMMARY:

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Boracay, the Guest Services Manager assist in managing Guest Services, ensures guest satisfaction by providing personalized service in the most courteous and efficient manner as well as contributing to optimizing room sales.

JOB DESCRIPTION:

• Formulates and administers Guest Services policies and procedures.
  
• Familiarizes self with new procedures and updates staff at all times.
  
• Prepares and maintains Guest Services manual for the resort.
• Communicates the content of the manual to all staff.
• Supervises the Guest Relation staff in the day to day Reviews all arriving repeat guests and ensure amenities are accorded based on the Repeat Guest Amenity program.
• Conducts daily courtesy calls, inquire about their satisfaction and facilities their over - all staying experience.
• Promotes inter - hotel sales and in - house facilities. Knowledgeable about banquet events, hotel facilities, Food and Beverage outlets and activities, special promotions and other information that guest may require.
• Receives records and handles guest comments, suggestions and complaints for management attention.
• Facilitates sending out amenity requests for guests that were inconvenienced.
• Ensures maximum sale of rooms at the highest possible rate.
• Ensures knowledge of all room types and facilitates to optimize room sales.
• Ensures full knowledge of the computer system and options to render personalized service to guests.
• Monitors Guest Relation staff updates guest history profile accurately so that pertinent information will enable all departments to provide service that will suit guest needs and preferences.
• Organizes VIP cocktails and any special occasion in terms of guest interaction.
• Maintains appropriate standard of conduct, dress hygiene, uniform, appearance and posture according to established guidelines by the hotel.
• Adheres to established policies and procedures of the hotel in all tasks assigned.