As a Guide Manager, you will be overseeing the daily operations, ensuring employee productivity & welfare, monitoring efficiency of all processes whilst creating a positive work environment and making sure the guests are anticipated and met. You will be the representative for the Executive Management team while on shift, therefore must maintain the highest level of detail for reporting while increasing customer satisfaction.
Having a background in hospitality and familiarity with hotel systems will be crucial to help provide the highest possible service for our guests. You would be required to work varying shifts throughout the week to help with the business / operational needs of the hotel. As a Guide Manager, you will ensure that all operations flow smoothly while upholding and instilling the hotel Values and Vision.
Duties & Responsibilities:
Responsible for the day-to-day operations to ensure all is running smoothly and efficiently
Greet all VIP guests of the hotel, as directed by the Director of Rooms/Front Office Manager
Plan and coordinate VIP amenities between departments and ensure amenities are placed in each room prior to guests' arrival
Actively participate in guest engagement throughout the hotel to better understand guests' needs and expectations
Support Guides and Senior Guides during busy periods
Provide mentorship to all junior team members
Prepare and implement new training for all team members when the need arises
Support Senior Guides in the training of new hires
Lead by example and ensure the team adheres to the organization's grooming standards
Take the lead to push for upsells and motivate the team to reach for the department's upsell targets
Monitor upsell achievements and prepare monthly upsell reports
Support department head in tracking and achieving monthly, quarterly, and yearly department goals
Ensure a proper handover is conducted to the following shift
Ensure all reports and systems are properly run during the night audit and reports are sent out on time
Assist the department head with planning and maintaining the shift department roster and monitoring attendance of the team
Assist the department head to verify attendance against timesheets and roster for submission to People & Culture department
Check guest registration details in Opera to ensure all are updated correctly
Constantly watch occupancy levels to ensure that when we do have any overbooking of rooms that a backup plan is already in place and the team is aware of what actions are to be carried out
Be the extra pair of eyes to ensure the cleanliness of all public areas and to provide feedback on the condition of all equipment (e.g., lights, switches, doors, lifts) to ensure all are in working order and in good appearance
Assist Security to maintain a presence by conducting a daily hotel walk-through in and around all public areas
Conduct regular checks on the swimming pool, flotation studios, and gym to ensure all things are in place and music is played at the designated volume
Ensure coordination & communication is tight with all departments to make sure the guests' stay is seamless
Keep all relevant departments and management up-to-date about happenings throughout the hotel through consistent and accurate communication
Take the lead in handling guest complaints and other related problems and resolving them in a timely manner
Conduct random audits on float to ensure proper documentation is in place
Take on any other tasks, assignments, and projects as instructed by management
Desired Skills & Qualifications:
Minimum high school diploma required, advanced degree in hospitality related field preferred
Minimum 2 years of Duty Manager experience
Proficient with the use of hotel PMS (Opera Cloud preferred)
Excellent leadership, time management, and people skills
Strong verbal and written communication skills
Fluent in English; additional languages spoken are advantageous
Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, Excel, and Teams)
Ability to multitask and prioritize
Possess an eye for detail
Possess strong situational awareness skills to appreciate the situation and how it affects people and processes
Comfortable with flexible working arrangements; overnight and weekend shifts will be required#J-18808-Ljbffr