Guest Services Manager

Job description

Company Description

Fairmont Royal Pavilion is a beautiful 75 room tropical hotel nestled on the unique platinum cost of Barbados which caters to your special culinary preferences and your need to unwind and thoroughly relax.  To accomplish this we have a very warm and engaging staff which makes you feel like you are not only home but among family who always goes the extra mile by being creative and supportive of each other.

Job Description

·  Report for duty punctually as required 
·  Maintain high standards of personal appearance and grooming, inclusive of wearing the proper uniform while working
·  Greet and interact with guests in a warm and friendly manner and conduct efficient check-in/check-out service ensuring all relevant information is recorded, processed and accurate payments taken
·  Inform management team (GM, DOR, ADOR, FOM and MOD) of guest on their arrival/departure as required
·  Promote all Fairmont Hotel & Resorts programmes to guests as required eg. ALL enrolment
·  Liaise and effectively communicate with all departments within the hotel regarding guest requirements
·  Deliver consistently high quality and efficient service to all guests and staff
·  Offer assistance to all guests
·  Handle all guest issues in accordance with Accor and RPV standards
·  Respond immediately in a positive manner to all guests and colleague requests following up within 15 minutes to ensure that all expectations are exceeded
·  Produce reports as necessary
·  Conduct financial transactions efficiently and accurately; i.e. changing/purchasing of foreign currency at the authorized rates of exchange and settlement of guests' accounts etc.  Secure all cash as per the cash handling procedure
·  Complete employee audit at the end of each shift, include an audit of cash and credit card transactions, balancing daily revenues and generating daily operational reports
·  Complete daily checklist
·  Report any unusual incidents or guest complaints to the MOD.
·  Arrange and conduct property orientation or site visit as required.
·  Assists guests with airline, hotels, car rental, tours and restaurant reservations as requested
·  Maintain accurate records of all information on guests' requests
·  Ensure all messages, confirmation of bookings, notes etc are delivered to guests promptly, this includes but is not limited to emails, telephone calls, text messages
·  Ensure that all guest registration cards are correctly completed including billing, profiles, departure times and special requests
·  Conduct Night Audit process as needed
·  Conduct a briefing at change of shift to ensure all relevant and important information is passed on
·  Ensure all policies, procedures, and standards are adhered to based on Fairmont Hotels and Resorts and Resorts Policy & Procedures Manual
·  Working knowledge of hotels Emergency procedures
·  Promote a professional, efficient and cohesive team environment
·  Maintain stationery stock levels
·  Ensure work area is cleaned to existing Health & Safety Standards
·  Report for duty punctually as required 
·  Maintain high standards of personal appearance and grooming, inclusive of wearing the proper uniform while working
·  Greet and interact with guests in a warm and friendly manner and conduct efficient check-in/check-out service ensuring all relevant information is recorded, processed and accurate payments taken
·  Inform management team (GM, DOR, ADOR, FOM and MOD) of guest on their arrival/departure as required
·  Promote all Fairmont Hotel & Resorts programmes to guests as required eg. ALL enrolment
·  Liaise and effectively communicate with all departments within the hotel regarding guest requirements
·  Deliver consistently high quality and efficient service to all guests and staff
·  Offer assistance to all guests
·  Handle all guest issues in accordance with Accor and RPV standards
·  Respond immediately in a positive manner to all guests and colleague requests following up within 15 minutes to ensure that all expectations are exceeded
·  Produce reports as necessary
·  Conduct financial transactions efficiently and accurately; i.e. changing/purchasing of foreign currency at the authorized rates of exchange and settlement of guests' accounts etc.  Secure all cash as per the cash handling procedure
·  Complete employee audit at the end of each shift, include an audit of cash and credit card transactions, balancing daily revenues and generating daily operational reports
·  Complete daily checklist
·  Report any unusual incidents or guest complaints to the MOD.
·  Arrange and conduct property orientation or site visit as required.
·  Assists guests with airline, hotels, car rental, tours and restaurant reservations as requested
·  Maintain accurate records of all information on guests' requests
·  Ensure all messages, confirmation of bookings, notes etc are delivered to guests promptly, this includes but is not limited to emails, telephone calls, text messages
·  Ensure that all guest registration cards are correctly completed including billing, profiles, departure times and special requests
·  Conduct Night Audit process as needed
·  Conduct a briefing at change of shift to ensure all relevant and important information is passed on
·  Ensure all policies, procedures, and standards are adhered to based on Fairmont Hotels and Resorts and Resorts Policy & Procedures Manual
·  Working knowledge of hotels Emergency procedures
·  Promote a professional, efficient and cohesive team environment
·  Maintain stationery stock levels
·  Ensure work area is cleaned to existing Health & Safety Standards
·  Any other duties as assigned

 

 

Qualifications

·  Education: Successful completion of Secondary School level education- at least 5 CXCs including English Language.  BSc. in Hotel / Tourism Management would be an asset
·  Experience: Customer Service in hotel/resort, along with cash handling and cashiering is mandatory
·  Arithmetic Skills: Intermediate with the ability to calculate figures and amounts such as discounts, interest and percentages
·  Computer Skills: Strong typing and clerical skills.  Intermediate skills in Microsoft Office including Excel and Word.  Knowledge of Opera Property Management systems is an asset
·  Language Skills: Strong interpersonal and communication skills both written and oral.  Foreign languages would be an asset
·  Certificates, Licenses, Registrations: Front Office procedures and other hospitality related certifications would be an asset

Additional Information

·  Attention to detail and high level of accuracy
·  Is people-oriented and friendly.
·  Has a humble and service oriented attitude.
·  Good grooming and presentation.
·  Efficient time management skills.
·  Ability to multitask efficiently.