Role DescriptionThis is a full-time, on-site role based in Falmouth. As a Guest Service Manager, you will oversee daily operations of the guest services department, ensuring an exceptional guest experience. Responsibilities include managing and supervising guest service staff, handling customer inquiries and complaints, performing receptionist duties, and ensuring smooth front desk operations. Additionally, you will monitor customer feedback to maintain and enhance satisfaction and address service issues promptly to uphold high-quality standards.
Key Responsabilities:
- Welcome guests and ensure an exceptional arrival experience.
- Manage loyalty reports in PMS systems and follow up on guest profiles.
- Coordinate service recovery actions and ensure timely resolution of guest incidents.
- Maintain constant communication with guests to anticipate and exceed expectations.
- Oversee celebration arrangements (e.g., birthdays) to deliver personalized service.
- Update and manage the guest incident panel daily.
- Create and supervise team schedules ensuring effective coverage.
- Supervise Excellence Club amenities, towel distribution, and palapa presentation.
- Conduct consistent guest interactions to strengthen relationships.
- Manage requisitions of supplies and equipment through NewStock.
- Coordinate with Housekeeping for replenishment of materials and décor.
- Support sales strategies and promote additional hotel services.
- Encourage guests to leave reviews on online platforms and manage digital feedback.
- Strengthen relationships with VIP and repeat guests.
- Assist guests with external arrangements ensuring safety and comfort.
- Collaborate in sustainability initiatives aligned with company goals.
