Guest Services Manager - Por Lisboa

Guest Services Manager - Por
Lisboa
Lisboa, Lisboa, Portugal

Guest Services Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount.

Qualifications:

1. Hotel Director/Hotel General Manager background in a 4- or 5-star hotel

2. 2-3 years of hotelier experience

3. Additional languages are an advantage (Spanish, Italian, Portuguese, French, German)

Duties and Responsibilities:

1. Lead in delivering an exceptional guest experience, acting as an ambassador and mentoring other divisions on service standards. Maintain and develop strong rapport with division heads from both Hotel and Marine departments.

2. Lead a team committed to delivering focused and extraordinary customer service, ensuring quick and efficient responses to guest requests. Maintain detailed knowledge of key performance indicators, guest ratings, and comments to foster a culture of ownership of the guest experience.

3. Balance operational needs between Financial and Guest Services divisions through effective communication of guest issues to enhance guest comments and ratings.

4. Manage all group onboard business, ensuring the Group Coordinator has the necessary skills, training, tools, and support for consistent service delivery.

5. Assign duties and responsibilities to team members, and evaluate their performance through honest feedback to ensure high standards are met.

6. Possess comprehensive knowledge of Customs and Immigration policies and procedures. Ensure maximum compliance with all internal and external requirements related to guest immigration and clearance.