This job ad has been posted over 90 days ago...
Senior Customer Service Manager position in Qingdao
at
China Interntrip Consulting Co.Ltd
in Qingdao
Job Location: Qingdao, China
Company Profile: A national operated Five-star Hotel
Position: Senior Customer Service Manager
Job Description
Reporting directly to the Assistant Front Office Manager, Guest Service Manager (here onwards referred as GSM) is responsible for Front Office daily operations whilst on duty as well as other administrative tasks designated by the Assistant Front Office Manager. The GSM is expected to lead by example at all times, especially when it comes to customer service standard. The GSM must treat the employees with respect and discretion. The Guest Service Manager must work at all times in maximizing Hotel’s revenue and drive upsell without compromising Hotel's business mix. The Guest Service Manager must at all times maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone.
Responsibilities & means
1. Ensure effective communications and co-operations with other departments as required and work closely with Housekeeping department on a daily basis.
2. Attend to guest matters and resolve guest complaints/requests.
3. Supervises and directs Front Office team while on shift. Supports and assists Front Office personnel and all departments at peak periods.
4. Ensures VIPs and Le Club guests are well looked after. Assist in greeting, rooming, and farewell VIP guests.
5. Monitor employees’ grooming; ensure the hotel’s standard code of conduct is strictly adhered.
6.Checks billing instructions and monitors in house guest credit limits.
7.Perform room rate check whilst on shift to ensure accuracy in room rate, packages and market codes.
8. Ensures front line staff complies with upsell techniques and maximize sales.
9. Ensure that the Reception area is not left unattended at any time whilst on duty.
10. To be completely aware of the Fire and Emergency procedures of Hotel, and the Front Desk’s responsibilities in an emergency. Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
11. Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests.
12. To be responsible for the preparation of all the necessary materials for check-in (i.e. Registration, welcome folder, keys etc.) for VIPs, pre-registered guests and groups before their arrival.
13. Ensures that all required reports are done as scheduled, including the Duty Manager’s Log.
14. Organise and coordinate Front Office daily shift hand-over meeting.
15. Assists all area in the Front Office Dept. as required. (i.e.: Operator , Reception, Concierge, FO Cashier, Business Center)
16. Reporting directly to the Assistant Front Office Manager, Guest Service Manager (here onwards referred as GSM) is responsible for Front Office daily operations whilst on duty as well as other administrative tasks designated by the Assistant Front Office Manager. The GSM is expected to lead by example at all times, especially when it comes to customer service standard. The GSM must treat the employees with respect and discretion. The Guest Service Manager must work at all times in maximizing Hotel’s revenue and drive upsell without compromising Hotel's business mix. The Guest Service Manager must at all times maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone.
Human Responsibilities
1. Responsible for the entire Assistant Front Office operation in the absence of the Front Office Manager.
2. Maintain a healthy working relationship with colleagues, be part of the Front Office team and support the team.
3. Assist in maintaining a close working relationship with all Departments of the Hotel.
Benefits:
Full time: 7k+ upon negotiation per month
Internship: 5k per month
Free accommodation and meals are provided.
Note- Native speakers from USA, UK, Canada, Australia, Ireland and New Zealand or Non-native English speakers from European countries preferred for this role. White females will be mostly preferred. All interested persons should send their resume and Wechat ID via email at cbaidoo22@yahoo.com.
Company Profile: A national operated Five-star Hotel
Position: Senior Customer Service Manager
Job Description
Reporting directly to the Assistant Front Office Manager, Guest Service Manager (here onwards referred as GSM) is responsible for Front Office daily operations whilst on duty as well as other administrative tasks designated by the Assistant Front Office Manager. The GSM is expected to lead by example at all times, especially when it comes to customer service standard. The GSM must treat the employees with respect and discretion. The Guest Service Manager must work at all times in maximizing Hotel’s revenue and drive upsell without compromising Hotel's business mix. The Guest Service Manager must at all times maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone.
Responsibilities & means
1. Ensure effective communications and co-operations with other departments as required and work closely with Housekeeping department on a daily basis.
2. Attend to guest matters and resolve guest complaints/requests.
3. Supervises and directs Front Office team while on shift. Supports and assists Front Office personnel and all departments at peak periods.
4. Ensures VIPs and Le Club guests are well looked after. Assist in greeting, rooming, and farewell VIP guests.
5. Monitor employees’ grooming; ensure the hotel’s standard code of conduct is strictly adhered.
6.Checks billing instructions and monitors in house guest credit limits.
7.Perform room rate check whilst on shift to ensure accuracy in room rate, packages and market codes.
8. Ensures front line staff complies with upsell techniques and maximize sales.
9. Ensure that the Reception area is not left unattended at any time whilst on duty.
10. To be completely aware of the Fire and Emergency procedures of Hotel, and the Front Desk’s responsibilities in an emergency. Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
11. Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests.
12. To be responsible for the preparation of all the necessary materials for check-in (i.e. Registration, welcome folder, keys etc.) for VIPs, pre-registered guests and groups before their arrival.
13. Ensures that all required reports are done as scheduled, including the Duty Manager’s Log.
14. Organise and coordinate Front Office daily shift hand-over meeting.
15. Assists all area in the Front Office Dept. as required. (i.e.: Operator , Reception, Concierge, FO Cashier, Business Center)
16. Reporting directly to the Assistant Front Office Manager, Guest Service Manager (here onwards referred as GSM) is responsible for Front Office daily operations whilst on duty as well as other administrative tasks designated by the Assistant Front Office Manager. The GSM is expected to lead by example at all times, especially when it comes to customer service standard. The GSM must treat the employees with respect and discretion. The Guest Service Manager must work at all times in maximizing Hotel’s revenue and drive upsell without compromising Hotel's business mix. The Guest Service Manager must at all times maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone.
Human Responsibilities
1. Responsible for the entire Assistant Front Office operation in the absence of the Front Office Manager.
2. Maintain a healthy working relationship with colleagues, be part of the Front Office team and support the team.
3. Assist in maintaining a close working relationship with all Departments of the Hotel.
Benefits:
Full time: 7k+ upon negotiation per month
Internship: 5k per month
Free accommodation and meals are provided.
Note- Native speakers from USA, UK, Canada, Australia, Ireland and New Zealand or Non-native English speakers from European countries preferred for this role. White females will be mostly preferred. All interested persons should send their resume and Wechat ID via email at cbaidoo22@yahoo.com.
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Published at 24-May-2018
Viewed: 4642 times
Viewed: 4642 times