Franchise Hotel - Guest Service Manager

About Us

voco brand comes to life in hotels that you can count on but that are different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing.
Hotels that are built on sustainability where we look after the planet with the same care as we look after our guests and colleagues.

Your day to day

• Monitor Lobby personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure, Inspects all VIP rooms prior to arrival, Greet VIP guests personally.
• Oversee maintenance of efficient repeat guest history system.
• Attending to special requests by guests.
• Handles complaints promptly and efficiently, taking the necessary action. Follows up with all guests to ensure satisfaction with problem resolution.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
• Organize and conduct regular meeting to facilitate communications and smooth operations.
• Prepare efficient work schedule for VIP Reception Lounge Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Provides functional assistance and direction to all departments.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Leads and motivates team members by leading by example and employing competent and consistent management practices.
• Lead Front Desk,Guest Relation to achieve proper targets including Upsell, Honors Enrollment and Heartbeat.
• Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
• Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines. Distributes appropriate discipline when and where required.
• Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
• Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
• Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
• Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Honors and Frequent Flyer Number enquired about, and method of payment secured.
• Works with Superior and Human Resources on manpower planning and management needs.
• Works with Superior in the preparation and management of the Department’s budget. 
• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

What we need from you

• Required Skills
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Good writing and Speaking English skills.
• Proficient in the use of Microsoft Office and Front Office System.
• Problem solving and organizational abilities.
• Qualifications
• High School or Vocational Certificate  in Hotel Administration, Hotel Management or equivalent.
• Experience
• 3 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.  

What we offer

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guestsas well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.