Guest Service Manager – Full-Time Role
Schedule: Monday, Thursday, Friday, Saturday, Sunday
Are you an experienced guest service professional who thrives in a dynamic environment? We are seeking a proactive and self-motivated individual to join our team as a part-time Guest Service Manager. The ideal candidate will demonstrate exceptional communication skills, possess a high level of proficiency in English, and exhibit the ability to work efficiently with minimal supervision. If you meet these requirements, we encourage you to apply!
Key Responsibilities:
Daily Reporting: Prepare comprehensive end-of-day reports or handovers and ensure timely submission to the Slack Channel.
Cleaning Schedule Management: Develop and maintain a weekly cleaning schedule, ensuring alignment with new or last-minute bookings. Communicate schedule updates promptly to the housekeeping team.
Payment Handling: Engage with guests regarding outstanding payments, capture security damage deposits, adhere to the cancellation policy, and manage disputes with OTA commissions effectively.
Arrival Coordination: Review daily arrivals and ensure check-in details are promptly communicated to guests.
Payment Follow-Up: Maintain a Pending List of guests with outstanding payments and initiate follow-up procedures to secure payments.
Quality Assurance: Review photos submitted by the housekeeping team, identify discrepancies, and liaise with property managers and the housekeeping team for swift rectification.
Communication Management: Monitor and respond to messages across various OTA platforms, emails, and business WhatsApp, ensuring timely resolution of guest concerns.
Maintenance Reporting: Update reported maintenance issues to our maintenance log book and update maintenance staff & property managers for prompt resolution.
Review Management: Solicit and generate reviews for online bookings, as well as respond to guest reviews promptly.
Stay Extension: Proactively reach out to guests to inquire about potential stay extensions.
Direct Booking Promotion: Convert high-value bookings to direct bookings by offering incentives such as small discounts, complimentary early check-in & late check-outs or free beers!
Technical Support: Collaborate with Guesty PMS support staff to address any technical issues encountered with the property management system.
OTA Communication: Interact with OTA customer service agents to modify or cancel reservations, and report policy violations or misconduct.
Guest Communication: Handle inbound and outbound communications including calls, emails, WhatsApp messages, and OTA messages from guests.
Property Onboarding: Help with the administration of onboarding new properties, launching and listing optimization.
Team Collaboration: Maintain open communication channels with the housekeeping team, property managers, maintenance staff, and directors via Slack, WhatsApp & Calls.
To Apply: Complete the form below and showcase your qualifications and enthusiasm for this role. We look forward to welcoming you to our team!
/Uej6CBbcoBNQ2tQf6
APPLY FOR THIS JOB:
Company: REDWOOD STAYS LIMITED
Name: Fahmd Firoz
Email: