Job description

The Guest Engagement Manager is responsible for supervising Guest Engagement Agents and ensuring smooth operational delivery while providing a unique, seamless point of contact for guests before, during and after their stay at Paramount Hotel. The role ensures that guest preferences and requests are anticipated and fulfilled, especially for TOP VIP and special attention guests, by coordinating closely with GEM and FSP. Duties include tracking major guest complaints and communicating them to relevant departments, analyzing guest reviews, and managing responses. Functional responsibilities involve meeting, greeting and directing guests in the lobby, serving as the primary contact for VIP guests and long-stay guests staying 14 days or more, ensuring hotel departments are fully briefed on guest requirements, and responding promptly to guest queries. The manager is responsible for managing, recording and resolving guest complaints, overseeing the amenity process with Culinary, F&B and Housekeeping, and cross-checking all VIP rooms and suites for cleanliness, technical issues and amenities prior to check-in. The position ensures consistently high levels of customer service in the Reception and Lobby areas, maintains thorough knowledge of all hotel facilities and services to identify up-selling opportunities, and contributes creative ideas for lobby and reception decoration during seasonal periods. Additional duties include maintaining effective communication and working relationships across hotel departments, ensuring staffing levels match business demands, attending operational meetings, complying with hotel security, fire and health and safety regulations, following front-of-house policies and property management system procedures, and assisting other departments when needed. Qualifications required include a degree from a recognized hotel or business school, proficiency in spoken and written business English, a minimum of two years of managerial or supervisory experience, and knowledge of Opera PMS.