Assistant Guest Services Manager- Local only

Rotana Hotels; Al Khobar; On-site; SAR 60,000 - 120,000; Full time

Job summary

Rotana Hotels is seeking a Guest Services Manager to deliver exceptional front office service and create memorable guest experiences. You will ensure the team provides professional, attentive service from arrival to departure, handling requests with dispatch and maintaining high standards in the front office environment.

Key duties include staying informed on local services, managing guest feedback, resolving complaints promptly, and coordinating special needs and amenities in line with

Qualifications

• Knowledge of hotel information and local services.
• Ability to elicit guest feedback and preferences and act on them.
• Experience monitoring guest service personnel for high satisfaction.
• Capability to handle guest complaints promptly and effectively.
• Maintain an efficient, clean, safe and hygienic front office area.
• Ensure compliance with guest needs and personal preferences.
• Organise special needs and amenity distribution per standards.

Responsibilities

• Maintain up-to-date knowledge of hotel information, hours, promotions and local attractions.
• Actively elicit guest feedback and preferences and initiate action to maximize satisfaction.
• Monitor front office staff to ensure maximum guest satisfaction through personal recognition and cordial attention.
• Handle guest complaints and maintain smooth relationships between management and guests.
• Ensure front office areas are efficient, clean, safe and hygienic.
• Coordinate guests' needs, requests and personal preferences.
• Organise all special needs and amenity distribution per department standards.

Skills

Guest relations

Customer service

Front office operations

Team supervision

Job description

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Guest Services Manager you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience whereby your role will include key responsibilities such as:

• Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information
• Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction
• Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately
• Responsible for an efficient, clean, safe and hygienic upholding of all front office areas
• Assure compliance and coordination of guests needs, requests and personal preference
• Organise and implement all special needs, personal preferences and amenity distribution in accordance to the departments standards