Assistant Guest Services Manager

Roles and Responsibilities You Take Ownership. You Deliver With Precision. You approach your responsibilities with discipline, a clear understanding of what the business requires, and a consistent attention to quality - working collaboratively and focused, at all times, on delivering meaningful output. • A proven track record in a similar role in a Luxury Hotel environment, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality. • Exceptional skills in Improving Customer Satisfaction through Personalised Calling Services, showcasing a commitment to Industry-Leading Standards. • 'FIVE-Styledu2019 Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned. • The ability to focus on Guestsu2019 Needs, with a calm and courteous attitude that reflects the u2018Vibe at FIVE.u2019 • In-depth Knowledge of Guest Services, Hotel Amenities, Local Attractions and Industry Trends. • Next-Level Supervisory and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights • Excellent interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders. • A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience. • Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus). • A professional, Insta-Worthy Appearance, always adhering to FIVEu2019s Grooming Standards and maintaining a polished, u2018FIVE-Styledu2019 demeanour. • Hands-on attitude fueled by a 'Can-Do!' spirit. • Delivers 'FIVE-Styled' Service, exceeding even the most discerning Guestu2019s Expectations. • Provides outstanding Guest Services through Personalised Telephone Interactions, ensuring each guest feels attended to. • Champions and Oversees the day-to-day operations of the Guest Services Calling Team, fostering a culture of Excellence and Continuous Improvement. • Devises and Enforces Calling Scripts and Communication Protocols, ensuring consistency and uniformity in interactions. • Addresses and Resolves Guest Inquiries, Concerns, and Special Requests over the phone promptly and professionally. • Deploys innovative approaches to Elevate Guest Engagement and Satisfaction during phone interactions. • Partners with the Marketing Team to promote Special Offers, Events, and Personalised Experiences through calling campaigns. • Collaborates with other departments to furnish Precise and Timely Information to guests regarding hotel Services, Amenities, and Local Recommendations. • Implements and Upholds stringent Security and Confidentiality Protocols when handling guest information and requests. • Conducts regular Training Sessions for the Guest Services Calling Team, ensuring adherence to Service Standards and knowledge of Industry Trends. • Stays Abreast of Industry Trends in Guest Services, identifying opportunities to enrich the FIVE guest experience. What Success Looks Like Be Part of an Organisation That Recognises Delivery and Rewards Growth. You'll be part of a global, fast-growing business operating across some of the most distinctive destinations in the industry, working alongside a diverse, multicultural team united by shared standards, at a pace that supports real development and where consistent delivery is recognised across every function, brand, and territory. You Connect You recognise how your work affects the wider team, the guest, and the business, and you act accordingly. You Represent the Brand In every interaction, whether with a guest, a colleague, or a partner, you conduct yourself as a representative of the brand. You Own It You assume full responsibility for what falls within your remit, and you see it through to completion with minimal oversight. You Deliver Your work is accurate, timely, and consistently meets the standard expected, while understanding how it connects to the wider business, team output and commercial results. You Grow You receive feedback constructively, develop your capabilities with intent, and approach every challenge as an opportunity to improve. A proven track record in a similar role in a Luxury Hotel environment, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality. Exceptional skills in Improving Customer Satisfaction through Personalised Calling Services, showcasing a commitment to Industry-Leading Standards. 'FIVE-Styledu2019 Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned. The ability to focus on Guestsu2019 Needs, with a calm and courteous attitude that reflects the u2018Vibe at FIVE.u2019 In-depth Knowledge of Guest Services, Hotel Amenities, Local Attractions and Industry Trends. Next-Level Supervisory and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights Excellent interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders. A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience. Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus). A professional, Insta-Worthy Appearance, always adhering to FIVEu2019s Grooming Standards and maintaining a polished, u2018FIVE-Styledu2019 demeanour. Hands-on attitude fueled by a 'Can-Do!' spirit.