Guest Service Manager (S25)

• Recruit, select and develop a vibrant team of highly qualified guest service agents
• Train and develop the guest services staff to provide exceptional customer service and handle guest interactions professionally
• Providing individualized guidance and coaching to GS staff so they can always provide high quality services according to the Group’s standards and Service Excellence
• Foster a guest-centric culture among the team, emphasizing the importance of guest satisfaction and loyalty
• Fostering a diverse and positive working environment
• Ensuring the team’s adherence to all relevant laws and regulations as well as Group’s policies and procedures to provide a safe and healthy environment to guests and staff, free of risks, discriminations, and harassment

• Handling and managing all guest experience areas and assisting guests when needed
• Maximizing occupancy, revenue and average rate while maintaining high service standards
• Reviewing arrival information on a daily basis, VIPs, regular guests, long staying guests, groups, special requests etc. Follow up with relevant department
• Act as the primary point of contact for guests, addressing their inquiries, requests, and concerns promptly and professionally.
• Ensure that all guests receive a warm welcome upon arrival and a fond farewell when departing the hotel.
• Anticipate and meet the needs of guests to exceed their expectations

• Identify and cater to the needs of VIP guests, ensuring a personalized experience
• Manage influencer collaborations efficiently, ensuring a positive and mutually beneficial experience for both the hotel and the influencer
• Plan and execute special arrangements for occasions such as birthdays, anniversaries, and celebrations

• Coordinate with front office staff for room assignments and reservations
• Ensuring guest registration is completed efficiently, promptly and courteously
• Foster effective communication and collaboration with other hotel departments (housekeeping, maintenance, F&B, etc.) to meet guest requirements
• Liaising closely with finance Department to ensure that credit procedures are properly carried out

• Bachelor's degree in hospitality management, hotel management, or a related field
• Three or more years of relevant experience in various roles within a hotel, including front desk, concierge, or guest services positions
• Direct experience in guest relations or customer service roles is highly valuable
• Demonstrate strong leadership skills to guide and develop a high-performing guest services team
• Professional excellency in both verbal and written communication. Must be able to speak, read, write, and understand English
• Proficiency in multiple languages, especially those commonly spoken by the hotel's guests, is a plus
• Ability to understand and empathize with guests' concerns and needs, coupled with the patience to resolve issues to their satisfaction
• Quick thinking and resourcefulness to resolve guest complaints and issues in a timely and efficient manner
• Capability to handle difficult or irate guests with professionalism and diplomacy, turning negative situations into positive experiences
• Capacity to manage multiple tasks and guests' requests simultaneously, maintaining a calm and composed demeanor
• Meticulous approach to guest preferences, special requests, and room reservations to ensure accuracy and consistency
• Understanding and respecting diverse cultures, customs, and traditions to cater to the needs of a global clientele
• Collaborative and able to work seamlessly with other hotel departments, including housekeeping, front office, food and beverage etc.
• Maintain the highest level of discretion when dealing with guest information and complaints
• Familiarity with hotel management software and other relevant tools for guest tracking, reservations, and feedback management
• Ensuring proper work discipline and smooth communications and team work between guest services and other Departments.
• Operating with high levels of integrity and objectivity at all times
• Being in possession of good planning and organizing skills and be proactive to address and resolve issues at all times.
• Having the ability to work in a fast paced work environment and be a team player with first class people skills

• Competitive remuneration package & benefits
• Career advancement in a fast growing organization
• Continuous learning & development within a transparent & inclusive working environment
• Collaborative working environment
• Accommodation & meals

Ella Resorts