Guest Services Manager
4 days ago
Essential Duties and Responsibilities
- Manage and monitor the daily operations of Front Desk and Guest Services to ensure the quality of hotel services
- Maintain the comments and complaints relating to service standards and take any necessary action to achieve the highest level of hotel service
- Instruct and supervise the team to deliver high quality of services
- Handle emergency cases and complaints in accordance with hotel policies and procedures, such as ensuring the safety and security of external and internal customers
- Coordinate with internal and external parties to ensure high quality of services is delivered
Job Requirements
- Degree or Higher Diploma in Hospitality or Tourism management is an advantage.
- Minimum 6 years' relevant experience in a sizeable luxury hotel, with at least 2 years in a similar capacity
- Solid knowledge on the courteous manner of handling guest's enquiries and complaints
- Proficiency in English, Putonghua and Cantonese is essential
- Proven managerial abilities in people management, strategic planning and decision making
- High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills
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