Guest Service Manager

BAMBOOTEL LUXURY BOUTIQUE RESORTS

• Must be always friendly and helpful to all guests and become the role model of Bambootel’s butler standard of service. 
• Conduct a thorough check of the villas, entrance and lobby before guests arrive so that it comply with company standards (SOP). Resorts must be in good working order before guests arrive. Any technical issues must be reported and rectified. 
• Ensure all guests staying at the resort are welcome well before checking in and explain all facilities and services provided in a detailed, personalized, and friendly manner by the butler team.
• Ensure that his/her team members have the knowledge and service to serve and explain the resort information including facilities, activities, menu, etc.
• Ensure the delivery services for invitations, gifts and flowers are provided timely and accurate by the butler team.
• Able to perform a smooth and professional laundry service by all butlers and must re-stock the mini-bars and do the monthly inventory of minibar stock accordingly to minimize loss.
• Replenish supplies such as drinking glasses, stationery, ice, and all other amenities. Make sure the stocks of items needed for butler service are available at all times.
• Regularly check and report and follow up all defective equipment, fixtures and supplies.
• Must ensure the cleanliness and set up of the resorts and often conduct spots checks in the resorts assigned to his team such as security equipment is always ready and security logbook system is well implemented, vehicles are in good condition and clean, housekeeping and maintenance pantry are clean and neat etc.
• Serve breakfast, lunch or dinner in the villa as requested and ensure that his team is able to do the same.  Must be knowledgeable with the standard of hygiene and sanitation and able to train them to the team.  Ensures his/her team’s personal appearance and personal hygiene and uniform are always following the company’s rules and regulations.
• Have an excellent knowledge of the surroundings including places of interest, restaurants and the latest popular attractions, able to give an excellent and extraordinary recommendation as well as to help the guest in making arrangements for excursions, tours, and restaurant reservations.
• Briefs and ensures that his/her team is fully informed about the guest arrival of the day and learns about the guest reservation and arrangement details by checking the email correspondences. 
• Ensure the security team provides a warm welcome and farewell to every guest who comes to the bambootel and ensure security procedures are in place within the security framework.
• Ensure that the driver team (in-house and outsourced vendors) perform their duties based on guest operating standards.
• Ensure that house keeping staff maintain the cleanliness of public areas and always carry out their duties following operational standards.
• Ensure maintenance and gardens teams execute private programs according to plan and always perform maintenance in accordance with guest operational standards.
• Ensures that his team is fully aware and follows the company’s policy and restrictions at all times.