Director of Guest Services


Full job details

Sheraton - Oman
Job Type
Front Office, Guest Relations Manager
Job Level

Job Description


Director of Guest Services

Marriott International is the largest hotel operator in the world with 7,500 hotels under 30 brands and which constitute 1.1 million rooms. We are present in more than 110 countries worldwide.


The Sheraton Oman Hotel is an architectural landmark strategically located at the top of Ruwi, within walking distance of the city’s central business district and shopping areas. The old town of Muscat, featuring the Muttrah Souq fish market, the Sultan’s Palace and the renowned Bait Al Zubair museum can be easily reached by taxi within 10 minutes.

Soon to open after a complete renovation, all of the hotel’s 230 bedrooms have uninterrupted views of Ruwi and the surrounding mountains, our famous Sheraton Sweet Sleeper® Bed, High Speed Internet Access and wall mounted LCD TV.

A host of dining options are available at the hotel and for those looking to energize, the hotel boasts Muscat’s only indoor pool and a comprehensive gym area that includes state of the art fitness equipment featuring Technogym’s Wellness System for effective personal training, massage treatment, sauna, steam room, healthy juice bar and a dedicated workout area for ladies.The hotel boasts the largest ballroom in the country and a variety of meeting rooms which makes the hotel the ideal choice for meeting planners.

The Sheraton Oman Hotel is a landmark of reassuring hospitality for discerning travelers. A visit to Muscat offers an ideal way to see all that’s new at our five star address – an established location in the heart of a great city.


Guest Services

Job Description

To ensure the professional and effective running of the day-to-day Guest Service operation in accordance with all Sheraton Standards and in line with Marriott International Policies and Procedures

Main Responsibilities 
To be an ambassador of the Front Office and the hotel, in and outside the work place 
To provide a personal service to all the guests, fully aware and following the hotel standards and procedure 
To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service. 
To personally greet and escort the guests rather than pointing out directions 
To ensure that the privacy of the guests and the confidentiality of the information is respected 
To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility 
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it 
To call the supervisor or manager for advice in serious cases or if an approval is required 
To ensure a proper use of the telephone etiquette as per Sheraton standards 
To oversee the Guest Service operations, including the Reception, Business Centre, Concierge and Telephone Operator and to personally supervise the above in the involved supervisor’s absence, ensuring that the hotel standards and procedures are fully known and followed 
To ensure appropriate stock level for the smooth run of the Guest Service operations and to prepare requisitions accordingly 
To ensure a proper coverage and supervision of the Guest Service sections at all times 
To be present in the reception or lobby during check in and checkout time or any event and to socialize with guests, playing a Public Relations role 
To act as a representative of the Management when dealing with guest complaints or if a member of the Guest Service team is facing difficulties that she / he cannot solve by her / his own
To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered 
To ensure that the arrival lists are updated, transportation and airport services are scheduled and all of the rooms are blocked according to guest requests and needs 
To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the hotel management system and available to the Housekeeping and other departments in due time  To ensure proper completion of all local government requirements concerning hotel guests and files 
To be aware of all VIPs visiting or staying in the hotel 
To ensure that the departure lists are updated, check out times are respected and that the transportation needs are scheduled 
To ensure and perform a proper use of all the equipment and hotel management system and to have a perfect knowledge of the set ups To ensure the strict control of room keys and section keys as per hotel SOPs 
To assign duties and responsibilities to subordinates and to assist them in their duties. To daily control the check lists. 
To assist in securing external guest accommodation should an overbooking occur 
To prepare forecasts and statistics  T
o respect schedules, terms and deadlines as agreed with the Management 
To ensure that all team members are aware of the outlet timings and promote the internal activities and events  T
o ensure that all team members are updated with the latest administrative, organizational, operational or other changes and news To liaise closely with the Sales, Revenue Manager and Reservations on rate management 
To conduct a daily briefing with the Guest Service team to review daily events 
To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the team
To entertain regular and potential clients 
To ensure the SPG program is promoted and to build strong and long-term relationships with the guests 