Scope and objectives
The Guest Services Manager (GSM) assists the front office manager in managing the guest services team. GSM is required to demonstrate humility in team leadership, be technically sound in front office software, have a guest-centric approach to service delivery, be communicative with trust, be an effective organizer, and have a sense of responsibility to support the Raffles brand. Upon joining the team on a pre-opening journey, the GSM system must be ready to embody a tenacious and innovative spirit of team building along with leaders.
Raffles Hotel & Resort
An Oasis for Well-Travelled Travelers Since 1887 Reinterpreted for the 21st century traveller, Raffles has been synonymous with luxury, splendor and exceptional service for more than a century. Born in Singapore, the brand has since expanded its network across the globe, welcoming the influential community in every destination. Whether you come to drink, dine, party or simply relax, the dignitaries who work at Raffles know better than anyone how to ensure “arrival as guest, departure as friend, return as family”.
Main roles and responsibilities
– nullify the experience of welcoming guests upon their arrival at the hotel
– Responsible for lane housekeeping and vehicle flow management
Manages the overall limousine operation with a focus on creating great service experiences and maximizing revenue
Maintains fruitful partnerships with limousine sellers and valet parking
Takes responsibility and ownership in creating personal bonds through emotional well-being between Raffles Ambassadors and guests
Maintains communication channels with all departments of the hotel
Organize the welcome experience and ensure that the service sequence is adhered to
Ready to cover all front office team roles and tasks
Assists the functions of other hotel departments when needed
– Operates the bell, doorman and bartenders to ensure a smooth arrival and departure experience for all guests
Maintains oversight and allocates resources for the smooth running of the day-to-day operation
Responsible for maintaining stock levels, maintenance and general maintenance of equipment and operating supplies
Evaluate appearance and ensure discipline and competence of all employees under direct supervision
Assist in identifying key performance indicators and deliverables for the year with the Front Office Manager
Create a work plan and a monthly overview of the goals set for the year
Assist the Front Office Manager to evaluate the team at the end of the year
– Performs administrative and any other duties when assigned by the hotel management and management along with or in his absence the Front Desk Manager
Training and coordination with supporting departments
Use data from specific hotel systems to analyze areas for improvement and develop action plans to improve service
– Intuitively anticipates through observation and interactions the needs and wants of guests and orchestrates unique experiences
– Promptly answers any internal guest calls, instant messages and emails and communicates with the concerned departments in resolving guest requests.
Fully understands the position of Front of-House and the entire department is constantly renewing and developing itself to make sure it keeps pace with trends in the hospitality industry
– Ensures that standards of service and individual performance are aligned with Accor’s values - guest passion, trust, sustainable performance, spirit of conquest, innovation and respect.
Executes annual sales strategy and achieves all objectives set by management
Handles any security incidents, manages guest complaints and proactively reacts when appropriate and appropriate while keeping the Front Desk Manager informed
Ensures that guests receive the experience as detailed in the brand’s Standard Operating Procedures (SOP), the local Raffles Doha Standard Operating Procedures (LSOP) as well as the five-star Forbes Quality Assurance (LQA) standards / Aims to achieve the results and objectives set by the management
– Performs any special duties and projects as requested by management, whether in your own department or in any other department of the hotel
Follows the hotel’s emergency evacuation policy
talent and culture
The hotel reserves the right to revise all job descriptions from time to time as per business needs. Other duties may be assigned as necessary. The above job description attempts to identify the main aspects of the role, however, it does not limit his right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.
Character traits required for the role
Possesses strong interpersonal skills and the ability to communicate in a second language
Manages all guest/team member needs with the same motivation
Embodies a creative mind to nurture new service operations with guest satisfaction and team productivity in mind
– Attention to detail and friendly demeanor to all guests and team members
Compose under pressure, make rational decisions to resolve situations, and are delivered with a degree of professionalism
Self-motivated approach to carrying out assigned responsibilities
– Ensures the security and confidentiality of guest and hotel information in accordance with the company/state data security law
Possesses good knowledge of computer system and property management
High level of integrity, enthusiasm and dedication to continuous improvement
– Takes on the mentality of a coach and a mentor to bring out the best from every member of the team
Embraces change and open-mindedness in a dynamic work environment
Has the understanding and culture of Middle Eastern customers
Has an understanding of the key stakeholders in the luxury travel space
A caring employer offering respect, training and career development to our employees. Attractive employer offering over 100 careers across five continents.
We are much more than just a global leader. We are 250,000 hoteliers and have the same passion for welcoming. We take care of millions of guests at our 4,300 addresses and on our digital platforms. As operator, franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energies in making “Feel Welcome” resonate as the best hotel promise.
From luxury to economy and in every corner of the world, more than 20 AccorHotels brands meet all the needs of business and leisure travelers looking for comfort, attention and quality service.