Guests Services Manager

• Organizes guest services including activities and entertainment, and prepares action plans to implement successful programs. Revises programs, creates new ones including special requests in order to maintain the Client's position as one of the leaders in guest services in the Maldives

• Leads guest services programs to ensure that goals are achieved. This generally means acting as the “lecturer” for the “around the island” slide show, the marine conservation presentation, etc., making a “round” in the dining rooms, etc. Active involvement is required. Updates the Notice Board regarding daily activities and excursion reservations.

• Liaises with related Departments to ensure that required support is provided in a timely and suitable manner. Continuously evaluates the performance and encourages improvement of the guest related services of personnel in the Departments.

• Interacts positively with guests during all arrivals and departures. Takes action to resolve problems to the satisfaction of all parties, as best as possible. Monitors guest satisfaction programs, and works towards achieving complete guest satisfaction. Maintains a log of comments based on Guest Comment Cards, and forwards to General Manager at month’s end.

• Implements and executes a policy to reply to all guest comments within an acceptable time period, including on the Resort website, as well as prepares the response to guest claims received from whatever source.

• Helps develop the operating tools necessary and incidental to modern management principles, e.g., budgeting, forecasting, purchase specifications, reports preparation and presentation, etc. Prepares a list of required supplies, and check that items are ordered and received in a timely manner to ensure that they are on hand at all times.

• Implements effective control of all costs and expenses including labor, supplies, equipment, etc., and the proper use thereof, in order to achieve Department budget goals.

• Prepares Position Descriptions, conduct scheduled employee meetings, etc.

• Ensures a good reputation of the resort by monitoring the different guest’s comments on various websites and replying in English or any additional language in a timely manner.

• Performs other duties as assigned

   

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Considerable skill in simple mathematical calculations without error. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

• Considerable skill in applying, developing and linking a Microsoft Excel, Word and Micros Opera program or software of similar nature.

• Considerable skill in dealing fairly and independently with a great number of nationalities among the employees

• Considerable skill to deal fairly and effectively with the local island community.

• Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Ability to move throughout all Rooms Division department tasks and perform essential job functions.

• Ability to read, analyze and interpret written documents; write notices and articles; make effective and persuasive speeches and presentations to a variety of audiences including international Tour Operators; listen and communicate effectively in English, both verbally and in writing.

• Proactively identify both opportunities and challenges and develop effective action plans to address each situation

• Constantly practices opportunities to increase revenue potential by continually reviewing business practices and pushing ideas upwards

• Hearing, smelling, tasting and visual ability to successfully perform the essential functions of this job including emergency situations. The work environment requires regular work in outside weather conditions. The noise level may at times be loud.

• Conversational French, German and other international languages would be an advantage, in addition to additional European language.

  QUALIFICATION STANDARDS

  Education:

  College degree in related field preferred but not required. Sales and service background helpful

  Experience:

  At least 5 years work experience in Guest services operations including a minimum of 2 years in Guest Services Management or a similar position.

  Licenses or certificates:

  Fire and Safety and Basic First Aid Certificate is preferred.