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Assistant Guest Services Manager

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Mandarin Oriental Hotel Group

23d ago

  • Job
    Full-time
    Mid & Senior Level
  • Hospitality & Retail
    People, HR & Administration
  • Dubai

AI generated summary

  • You need a high school diploma, 3+ years in 5-star hotels, 2+ years in concierge, MS Office proficiency, UAE experience, strong leadership, and excellent communication skills.
  • You will coordinate daily operations, supervise valet and bell services, ensure guest satisfaction, train staff, manage transportation, resolve complaints, and maintain communication with departments.

Requirements

  • High School Diploma or equivalent.
  • Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
  • Minimum 3 years’ experience working in a 5-star hotel environment.
  • Minimum 2 years Concierge experience in a luxury hotel.
  • Strong command of MS Office products, Alliants, ALICE, and Hotsos.
  • Hotel re-opening experience or renovation experience is an advantage; UAE experience is a must.
  • Ability to understand guest needs and expectations and to deliver superior customer service.
  • Ability to understand effective approaches of communication with different individuals.
  • Very good verbal and written communication skills in English; fluency in Arabic or other languages is preferred.
  • Proven ability to manage, motivate and lead a large team in a multi-cultural environment.
  • Trainer skills and ability to mentor and develop team members.
  • With strong leadership skills and works well with pressure in a fast-paced environment.

Responsibilities

  • Coordinate efficient and effective day-to-day running of the department, including administrative and scheduling functions, events, rosters, manning, team building, team catch up ensuring exceptional outcomes for guest and staff.
  • Supervise all bell, door & valet operations and ensure complete guest satisfaction.
  • Monitor and report daily valet parking statistics, daily bellman productivity, driver productivity and luggage efficiency.
  • Ensure daily operation of hotel cars, taxi, and other transportation resources are well managed and organized on all driveways as per hotel standards.
  • Ensure all the FLHSS&E requirements and procedures are followed by the team.
  • Ensure compliance with all relevant laws, regulations, and industry standards, including safety, security, and hygiene requirements.
  • Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
  • Train, direct and supervise the Bell Desk & Valet daily operation of the department.
  • Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
  • Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
  • Take ownership of all colleague concerns, complaints and wellbeing to ensure a positive and
  • Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
  • Create WOW moments to surprise and delight in house guests.
  • Listen to any customer complaints and resolve them effectively
  • Be knowledgeable of all in-house and arriving guests.
  • Be aware of all daily events in the hotel.
  • Provide clear directions for all guests travelling outside the hotel.
  • Work closely with Group Reservations and Front Office to ensure all group movements are well managed in a highly efficient manner which is reflective of the hotel standards.

FAQs

What is the main responsibility of the Assistant Guest Services Manager?

The main responsibility of the Assistant Guest Services Manager is to supervise the bell team, door team, and valet services, ensuring luxury service delivery to all guests and colleagues while managing the daily operations of the department.

What qualifications are required for this position?

A High School Diploma or equivalent is required, along with a preferred Degree or Higher National Diploma in Hospitality/Hotel/Business Management. Candidates should have a minimum of 3 years’ experience in a 5-star hotel environment and at least 2 years in Concierge experience in a luxury hotel.

Is hotel experience in the UAE necessary for this role?

Yes, hotel experience in the UAE is a must for this position.

What skills are important for the Assistant Guest Services Manager?

Important skills include strong leadership abilities, effective communication skills in English (with fluency in Arabic or other languages preferred), the ability to understand and meet guest needs, and experience in managing and training a large, multi-cultural team.

What does the Assistant Guest Services Manager need to oversee in daily operations?

The Assistant Guest Services Manager needs to ensure that all driveways, parking spaces, and transportation resources are well-coordinated, clean, and providing exceptional service according to hotel standards.

How does the Assistant Guest Services Manager contribute to guest relations?

The Assistant Guest Services Manager ensures customer satisfaction, creates memorable experiences for guests, listens to and resolves complaints, and works closely with the Front Office to manage group movements efficiently.

What software proficiency is expected for this role?

Proficiency in MS Office products, Alliants, ALICE, and Hotsos is expected for the Assistant Guest Services Manager role.

Are there opportunities for training and development in this position?

Yes, the Assistant Guest Services Manager is responsible for training, mentoring, and providing performance evaluations to maintain high service standards within the team.

How does the Assistant Guest Services Manager handle colleague relations?

The Assistant Guest Services Manager fosters a positive work environment, promotes teamwork, addresses conflicts, and takes ownership of colleague concerns and wellbeing to ensure satisfaction.

What is the nature of the working environment for the Assistant Guest Services Manager?

The working environment is fast-paced, requiring strong leadership skills and the ability to work well under pressure, all while managing a large team in a multi-cultural setting.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.