Position summary statement:
Guest Service Team Leader (GSTL) assist the Manager in leading the team of front office, back office, and Pacific Lounge functions, in accordance with Pan Pacific Service Suites standards. GSTL must be a friendly, approachable individual and possess excellent communication and problem-solving skills. He/she is responsible for increasing overall guests stay experience. He/she is portray as a role model, assisting Assistant Guest Relations Manager to train and drive the culture of the team along with the Company’s Core Values.
Responsible in meeting guest needs and exceed guest expectations. Addressing and rectifying guest concerns and complaints, and perform office duties such as associate work schedules, monthly reports, and coordinates with other departments.
A competent working knowledge of the property management systems (PMS) and Standard operating process are required. GSTL is responsible of mentoring and coaching junior associates.
Primary Responsibilities:
- Provide professional, courteous, and efficient level of service to all internal and external guests in line with the Standard Operating Procedures. Ensuring a high level of liaison is maintained between front office and all other departments within the hotel.
- GSTL must always project a professional, business-like appearance by adhering to the uniform and personal hygiene guidelines. Portrays as a role model, assisting Assistant Guest Services Manager to train and drive the culture of the team along with the Company’s Core Values.
- Allocating the room assignment, reviewing of arrival, VIP’s, amenities, and special requests. Coordinates and communicates with relevant departments to ensure all preference and special request are met.
- To assist the Manager in providing direction, and management of room’s inventory for the Front Office with the objective of ensuring room types of preferences and accommodation is made available upon guest arrival.
- Deliver a level of personalised service that exceeds not only the expectation of the guests but will add a point of difference from the service provided anywhere else within the Serviced Suites.
- A competent working knowledge of the property management systems (PMS) and Standard operating process are required in performing Front Office tasks, processes, and systems such as registration, cashiering and room assignment while adhere to all company credit policies to ensure that all revenue expected will be received.
- Coordinate rooms related site inspections required by Sales. Monitors the ‘Manual Hold’ and ‘Work Order’ rooms.
- Always present in the guest area during high traffic times to assist the front office employees and to ensure smooth operations. To handle guest complaints and feedback, and action on necessary steps for service recovery. Ensure that DM log is accurately updated.
- To monitor daily and monthly enrollment DISCOVERY Loyalty Program, guest benefits, points submission (if required)
- To check and verify Guest Service Ambassador cashiering and due out at end of every shift in accordance to set forth guidelines and ensure all cash floats are intact. Necessary reports must be completed and signed.
- To monitor due out rooms for the day (Departure Report by time) and ensure is cleared by the end of the shift. Work closely with the Housekeeping Team to ensure discrepancies are identified.
- Assist the Manager in training the team to the highest possible standard. Ensures that training is provided for technical, hospitality, communication, management, and organizational skills.
- Assist in orientation and training of new hires.
- To undertake any other tasks and assignments assigned by the Assistant/ Manager of Front Office.
- Ensure efficiency and the maintenance of operational readiness of equipment and supplies.
- To maintain the overall cleanliness of the Front Office, Lobby, Pacific Lounge and Living Room.
- Plan, organize, coordinate quarterly activities for guest and recommend ideas to enhance guest stay experience.
- To continuously strive and monitor Front Office objectives such as TripAdvisor and TrustYou.
- Performing other office duties such as associate work schedules and timesheets and other monthly reports as required.
Other Responsibilities:
- Ensure that all Key Policies of are enforced and adhered to.
- To enforce and comply with Rules and Regulations stipulated in the Employee handbook.
- To perform other duties assigned by the Management from time to time.
- Attend Workplace Safety and Health meeting as deemed suitable by the management
