Guest Services Manager

Position: Guest Services Manager

Organization: Orascom Pyramids Entertainment

Job Description:

The Guest Services Manager oversees the VIP Lounge, a team consisting of Guest Relations Agents, Reception Agents & Reservation Agents. The roles main aim is to ensure a seamless, high-quality guest experience. They manage inventory and quality control, ensuring supplies are well-stocked and that the lounge meets luxury preset standards. The Guest Services Manager manages the daily VIP Lounge schedule, enforcing adherence to assigned seating, addressing guest needs promptly and adapting to unexpected challenges to maintain service excellence. The Guest Services Manager must oversee staff training, gather feedback, and report insights to develop continuous improvement.

Key Responsibilities:

• Team Leadership: Oversee lounge hosts, Information Desk Agents, and Guest Relations staff, ensuring cohesive collaboration and excellent service delivery.
• Guest Experience: Ensure all guest interactions are seamless, personalized, and meet luxury standards, promptly addressing needs and resolving issues.
• External Supplier Monitoring: Ensure timely delivery of catering services, and arrival of tour guides.
• Inventory and Quality Control: Monitor and manage lounge supplies, ensuring items are well-stocked and the space maintains a premium appearance.
• Seating Coordination: Oversee seating arrangements to optimize comfort and flow, balancing guest preferences and timeslots.
• Staff Training and Development: Oversee training to team members to enhance hospitality skills, problem-solving, and service standards.
• Feedback and Reporting: Gather guest and team feedback, report insights, and implement improvements to elevate the overall experience.
• Adaptability: Respond to unexpected challenges efficiently, maintaining service excellence and operational smoothness.

Qualifications:

• BSc degree in Hospitality Management, Tourism, Business Administration or relevant field.
• Minimum 7 years of relevant hospitality experience.
• Proficiency in English; knowledge of other languages is a plus.
• Customer service drive with outstanding communication and active listening skills.