Mgr Guest Services I📣 Job Ad

About the Role

The Luxury Collection is seeking a Manager, Guest Services I to join their team in Riyadh. This full-time position involves overseeing property operations and ensuring the highest standards of hospitality and guest service are maintained. The role requires a minimum of 5-10 years of experience.

Role Overview

As the Manager on Duty, this role is responsible for the overall property operations, acting as the primary representative for management in resolving guest-related situations. The position involves managing guest flow within the lobby, directing inquiries, and serving as the Guest Relations Manager to track and address service issues.

Key Responsibilities

• Lead and influence guest services teams by fostering trust, respect, and cooperation, and serving as a role model.
• Supervise and manage daily operations, understanding employee roles to cover duties as needed.
• Develop and implement specific goals and plans to prioritize and accomplish work.
• Handle guest complaints, disputes, grievances, and conflicts.
• Maintain strong working relationships with all departments to support operations and expedite problem resolution.
• Intervene in guest or employee situations to uphold property integrity, ensure guest satisfaction, and preserve employee well-being.
• Communicate business objectives, expectations, and performance recognition to employees.
• Assist in financial management by comprehending budgets, operating statements, and payroll reports.
• Provide services that exceed customer expectations to ensure satisfaction and retention.
• Improve service by coaching employees on understanding guest needs and providing feedback.
• Manage daily operations to ensure quality, standards, and customer expectations are met.
• Respond to and handle guest problems and complaints effectively.
• Empower employees to deliver excellent customer service and provide feedback on service behaviors.
• Implement corrective action plans to improve guest satisfaction.
• Administer property policies fairly and consistently, including disciplinary procedures.
• Manage payroll administration.
• Identify developmental needs of others and provide coaching and mentoring.
• Provide guidance and direction to subordinates, setting and monitoring performance standards.
• Participate in employee progressive discipline procedures and utilize on-the-job training tools.
• Solicit employee feedback and review satisfaction results to address concerns.
• Supervise training initiatives and conduct training sessions as appropriate.
• Participate in the employee performance appraisal process.
• Maintain high visibility in public areas during peak times.
• Understand and implement all emergency plans.
• Perform Front Desk duties during high demand periods.

Qualifications and Experience

• High school diploma or GED required, with 2 years of experience in guest services, front desk, or a related professional area.
• Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required.
• A minimum of 5-10 years of relevant experience is required for this role.

Skills and Competencies

• Strong interpersonal and communication skills.
• Ability to lead, influence, and encourage others.
• Demonstrated honesty and integrity.
• Sound financial and business decision-making capabilities.
• Problem-solving and analytical skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in handling guest relations and resolving issues.

Work Environment

This is a full-time position based in Riyadh. The role requires maintaining a high presence in public areas, particularly during peak operational times.