Guest Relations Manager 客户关系经理
- 上海市黄浦区
- 长期
- 全职
- Work alongside guest contact colleagues ensuring the delivery of on brand guest service with poise.
- Ensure appropriate manning levels for the anticipated daily work flow in all managed sections.
- Supervise the work and operation of the service stylist,the Flavours of Langham. Ensure colleagues are executing their respective job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook.
- Handle dissatisfied guests during their stay or after they have departed to resolve complaints and identify and rectify any processes which lead to the service shortfall.
- Be familiar with the 1865 program.
- Be familiar with Frequent Flyer programs.
- Be able to perform all subordinates' duties.
- Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behaviour in others.
- Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others.
- Foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words.
- Responsible for keeping standards and procedures up to date, developing training plans, career development, mentoring and motivation of all managed colleagues.
- Drive the performance appraisal process, and ensure all appraisals have clear and accurate feedback and SMART objectives for the next 6 - 12 months.
- Ensure a smooth co-ordination between the individual sections of Front Office and Rooms Division.
- Liaise and work closely with other departments to resolve any operational issues.
- Promote the free flow of information; encourage the open expression of ideas and opinions.
- Build a team with different opinions, skills, experiences, and backgrounds; leverage personal, cultural, and functional differences to optimize team performance.
- Work collaboratively with others to achieve common goals and objectives; serve effectively in both team member and team leader roles; promote collaboration & teamwork in others.
- Encourage and empower the success of others; create enthusiasm, investment, and a desire to excel; gain support and commitment from others; promote a healthy life balance.
- Commit the resources and time needed to train and develop people, both for their personal growth and to meet organizationa needs; identify and pursue your own learning opportunities.
- Manage and redesign processes for optimal value by encouraging and actively participating in process improvement methods while measuring results.
- Fully understand hotel PMS - Opera, FCS, Micros and any other Business Centre related systems.
- Be familiar with hotel emergency procedures e.g. fire alarm and take charge during emergency situations.
- Respond to guest correspondence or feedback within 24 hours.
- Actively participate in department head, daily crossover, KPI, Mice, section head and Rooms Division meetings as requested and any other relevant meetings as required. Attendance must always be on time.
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