About this role
Job Responsibilities Interacts with guests to address inquiries, special requests, and concerns. Ensures a high level of guest satisfaction by providing exceptional customer service.Assists in recruiting, training, and supervising a team of guest services staff, including front desk agents, concierge staff, and bellmen. Sets performance goals, provide coaching, and conduct performance evaluations. Oversees front desk operations, including check-in and check-out processes, room assignments, and billing procedures. Ensures efficient and accurate handling of guest reservations. Coordinates guest services such as transportation, luggage handling, wake-up calls, and room service. Addresses and resolves guest complaints and issues promptly. Maintains effective communication with guests before, during, and after their stay to gather feedback and address any concerns. Uses guest feedback to improve services and guest experiences. Implements and enforces quality standards and procedures to maintain a high level of service excellence. Conducts regular inspections of guest areas to ensure cleanliness and functionality Provides guests with information about hotel facilities, services, local attractions, and events. Assists guests with making reservations and arrangements for activities. Ensures the safety and security of guests by following safety protocols, emergency procedures, and compliance with relevant regulations. Assists in budget planning and management for the guest services department. Monitors expenses and optimizes resource allocation. Aligns with the Cinnamon brand standards. Thorough understanding about the business continuity planning (BCP), General data protection regulation (GDPR) & emergency planning & complying to them Promotes and manages guest loyalty programs, rewards, and incentives to enhance guest retention. Ensure that required brand standards are met and stay updated on relevant OJTs/SOPs. Ensure necessary departmental training is conducted in a timely manner. Person Specifications A bachelor's degree in hotel management, hospitality, or a related field is typically preferred but not always required. Relevant certifications in hospitality management or customer service may be advantageous. Previous experience in guest services, front desk operations, or a similar role in the hospitality industry is often expected. Familiarity with hotel management software and reservation systems is beneficial. Exceptional customer service skills and a strong commitment to guest satisfaction Effective leadership and team management abilities. Strong problem-solving skills to address guest concerns and challenges. Ability to handle crisis situations and make decisions under pressure. A keen eye for detail to ensure guest requests and needs are met. The ability to understand and empathize with guest needs and concerns.