Guest Service Manager at Jumeirah in Bali, Indonesia

About Jumeirah

At Jumeirah we are committed to encouraging and developing our colleagues, in a world class environment. We value diversity and equal opportunity, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa and the Middle East.

Jumeirah Bali is located on the Southern tip of the exclusive Jimbaran district, looking out onto the pristine sands of the renowned Dreamland surfer's beach and is adjacent to Bali's exclusive New Kuta Golf Course.

Consisting of spacious private villas, set amidst lush and tropical gardens. Jumeirah Bali will feature architectural designs reflective of Bali's rich cultural heritage and modelled after an ancient Javanese - Hindu water palace.

Descriptions

The Guest Services Manager - Front Office will report to Front Office Manager.

The candidate The Guest Services Manager is the main point of contact between the guests and the hotel. He/She is also an ambassador of the excellence of the service delivered in the hotel, and handles especially VIP guests.

Carries out assignments as delegated by the Front Office Manager, ensuring that all company and Hotel policies and procedures and minimum standards are adhered to, Assists in establishing standards of performance and job descriptions of service staff, Assists in the co-ordination of special promotions and provides administrative support necessary

Main Duties

• To maintain open line of communication and co-ordination with related departments to ensure customers’ requests and complaints are handled effectively and efficiently
• To reflect a cultural awareness of different nationalities with managing a fair and not discriminating approach
• Is fully knowledgeable of all services and amenities available in the hotel
• Adheres to health and Safety policies
• Set example in grooming standards at all times
• Is dedicated to train the Front Office Guest Service Executive to deliver excellence in all areas
• Ensure that all the Guest History files are well maintained by supervising maintenance of Guest History records and carrying out regular spot checks on the quality and usefulness of the information
• Is the main contact to handle customer complaints and feedback according to Jumeirah standards
• Supervise the daily allocation of VIP rooms and suites, and the set up of appropriate welcome amenities in these rooms/suites
• Carries spot checks on welcome amenities to ensure that the correct standard is maintained
• Is the main point of contact with organizers of delegations, incentive VIP groups and top VIPs checking-in to the hotel
• Is responsible for groups: checks the room blockings in advance, arranges special check-in desk if applicable, is the contact person during the visit
• Co-ordinates with the concerned department to ensure smooth departure and warm farewell of VIP guests
• Supervises the FO Admin tasks and responsibilities.
• Any other duties as may reasonably be requested by the management.

Qualifications

• Indonesia National Citizen

• Hospitality degree

Experiences

• At least 3 years’ experience in a supervisory level in a 5 stars’ hotel of more than 200 rooms
• Luxury properties and High End Villas property will be advantage

Skills

• Fluent in English and in a second language – A third language is highly appreciated
• Computer literate in MS Office Application
• Good knowledge of PMS systems (Opera preferred)

COMPETENCIES

• Is able to deliver excellence even under pressure
• Understands people and adapts easily to different situations
• Uses positive body language
• Is able to work in a team and to build upon strengths
• Demonstrates energy and enthusiasm with work
• Demonstrates dedication and commitment to their role
• Is focused on delivering results and achievements
• Is courteous and helpful to all colleagues and customers
• Has strong leadership skills
• Can make fair and relevant decisions even under pressure
• Is creative and is able to implement new ideas and concepts in order to reach and exceed the company objectives