Kerja Sepenuh Masa Guest Service Manager, Gaji tinggi MYR 4,000 di St. Giles Southkey Johor Bahru Johor - Maukerja

Here is the rephrased version for the Service Manager role, maintaining the same structure and professional tone while refreshing the language.

Service Manager

The Service Manager directs the hotel's day-to-day operations and serves as the principal leadership authority outside of normal business hours. This position focuses on sustaining and advancing service standards across the Front Office team to guarantee an exceptional guest journey.

Key Duties and Responsibilities

• Guest Experience: Place guest satisfaction at the forefront while simultaneously supporting the hotel’s strategic objectives.
• Conflict Resolution: Manage and resolve all guest complaints with a professional approach, ensuring complete satisfaction and logging all details in the Duty Manager's daily log.
• Proactive Intervention: Spot early signs of guest discontent and take immediate action to rectify issues according to established hotel policies.
• Service Recovery: Implement structured service recovery procedures whenever operational or service delivery gaps occur.
• Operational Excellence: Continuously assess and refine daily workflows to maximize efficiency and elevate overall departmental performance.
• Financial Oversight: Manage and enhance productivity while controlling expenses in strict alignment with the department’s budget and financial targets.
• VIP Management: Coordinate and monitor the entire stay cycle—from arrival to departure—of VIP clients to deliver highly personalized care.
• Quality Control: Inspect the cleanliness of the main lobby and public areas while verifying that all Front Office team members strictly adhere to uniform, grooming, and conduct standards.
• Technical Assistance: Deliver technical troubleshooting and support for room issues, focusing on electronic door locks and digital in-room safes.
• Operational Continuity: Guide the daily traffic flow at the Front Desk, communicate special guest needs to sister departments, and conduct thorough shift handovers for incoming management.
• Safety & Security: Act as an expert on all crisis and emergency procedures, commanding the response team during any safety or security events.
• Policy Compliance: Enforce the hotel's corporate regulations regarding guest credit limits and the processing of lost and found items.
• Financial Approvals: Review and sign off on billing adjustments and rebates in compliance with the property's financial delegation authority matrix.
• Departure Management: Use professional judgment to approve late checkout charges or grant complimentary extensions based on guest situations.
• Credit Monitoring: Audit high-balance and credit reports every day to confirm that guest deposits are adequate and within secure risk parameters.
• Team Support: Deliver direct, hands-on operational backing at the Front Desk during peak arrival and departure windows.
• Lobby Presence: Maintain high visibility in the lobby area to streamline guest traffic and offer immediate, accessible hospitality.
• Billing Inquiries: Address and resolve daily ledger discrepancies and guest disputes regarding room or service charges in a timely manner.
• Incident Investigation: Partner with the Safety & Security Manager by collecting statements and evidence for comprehensive reports following any guest accidents or property incidents.
• Feedback Culture: Foster an environment that values guest input, ensuring that every piece of feedback receives a follow-up and drives service improvements.

Job Types: Full-time, Permanent

Pay: RM3,200.00 - RM4,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Meal provided
• Opportunities for promotion
• Parental leave
• Professional development

Ability to commute/relocate:

• Johor Bahru: Reliably commute or planning to relocate before starting work (Preferred)

Location:

• Johor Bahru (Preferred)

Work Location: In person