Guest Services Manager

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Join our amazing team and lead the charge in shaping the success of Lanson Place in Australia.

We are growing our FO team and we are looking for an experienced Guest Services Manager to oversee the front office operations. This role reports to our Front Office Manager.

Lanson Place offers a luxurious home-away-from-home experience for short and extended stays at central locations in Hong Kong, Shanghai, Kuala Lumpur, Singapore, Manila. Melbourne will be the first in Australia and flagship for the brand to expand its portfolio to other Australian and New Zealand gateway cities. Since 1995, the company has been delivering on its mission to perfect the art of authentic hospitality, building residential communities and extending attentive and efficient service enveloped in the philosophy of family.

Key Responsibilities:

1. Manage and support the Front Office team to ensure smooth check-in and check-out processes.
2. Oversee guest service requirements, including planning daily arrivals, departures, VIP arrangements, special occasions, and inventory management.
3. Lead the hotel in the absence of FOM and Operations Manager.
4. Handle guest inquiries, requests, and complaints promptly and professionally, ensuring resolutions meet or exceed guest expectations.
5. Analyse guest feedback and implement strategies for continuous guest experience improvement.
6. Monitor and maintain hotel facilities to ensure safety and cleanliness.
7. Collaborate with the Housekeeping department to ensure room readiness and foster cross-departmental communication.
8. Work with the Engineering department to ensure timely attention to maintenance requests.
9. Coordinate with the F&B department to manage the guest journey and hotel lobby experience.
10. Partner with the Revenue & Reservations team to enhance guest pre-arrival and arrival experiences.
11. Conduct regular team meetings, train and mentor Front Office team members to deliver exceptional service and uphold brand standards.
12. Be fully conversant with all hotel emergency procedures.

Requirements:

1. Previous min 2 years' experience in Duty Manager role within the hospitality industry, preferably in a luxury hotel environment.
2. Strong leadership and interpersonal skills with the ability to motivate and inspire team members.
3. Excellent communication and problem-solving abilities.
4. Attention to detail and a commitment to delivering outstanding guest experiences.
5. Flexibility to work various shifts, including weekends and holidays.
6. Relevant qualifications in hospitality management or a related field are desirable.
7. Unrestricted working rights.

Why Join Us?

Be part of an exciting new chapter where you'll have the opportunity to make a significant impact from day one.

Experience a supportive team culture that values trust, teamwork, and individuality.

Embark on an incredible journey and be instrumental in shaping the success of Lanson Place Parliament Gardens.

How do your skills match this job?

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Guest Services Manager?
• What's your expected annual base salary?
• Which of the following First Aid accreditations do you currently hold?
• Are you available to work on a rotating roster?