Centara Mirage Resort Mui Ne

JOB SUMMARY

The Guest Services Manager is responsible for overseeing all guest service operations to ensure the highest level of guest satisfaction and service excellence. This position reports directly to the General Manager and works closely with the Front Office Manager to enhance the overall guest experience and ensure smooth daily operations of the Guest Relations and Butler teams.

KEY RESPONSIBILITIES

- Ensure excellent guest service experience and maintain high service standards.

- Prepare daily and weekly VIP arrival reports and identify high-value guests.

- Handle guest complaints and concerns promptly and ensure effective resolution.

- Supervise and manage the daily operations of the Guest Relations and Butler teams.

- Develop and implement service procedures, policies and operational standards.

- Recruit, train, coach and develop team members to deliver exceptional service.

- Ensure effective coordination between guest services, reservations and other departments.

- Monitor and maintain communication systems including telephone and other telecommunication services.

- Welcome and assist guests during arrival, check-in and throughout their stay.

- Assist guests with travel arrangements, reservations, tours and airline bookings.

- Monitor guest feedback and implement improvements to enhance guest satisfaction and online reputation.

- Lead the team to improve service quality, guest loyalty and operational efficiency.

2. Minimum 3 years in similar position in same size resort

3. Strong administrative skills, along with excellent communication and negotiation skills.

4. Detailed knowledge of working practices of Front Office.

5. Computer literate.

6. Good health, mature and pleasant personality and neat appearance.

7. Able to cope with pressure.

8. Good English language skills.

9. Ability to communicate in Korean or Chinese is an advantage.