Guest Services Supervisor

工作簡介

Assists Operations Manager in administering Front Office functions and supervising team members on a daily basis.  Areas of responsibility include Guest Services, Front Desk, Concierge and Service Call Centre.  Position directs and works with managers and team members to carry out procedures ensuring a welcoming and efficient work processes. Ensures and excels guests’ satisfaction via effective guest services. Maximizes on-day hotel rooms performance on occupancy and/or average rates daily.   As a reliever to Guest Services Manager position if required.

工作職責

1. Ensures the accurate preparation of relevant reports as required by the Management in measuring business.
2. Ensures guest request on rooms being complied and being acknowledged of their benefit.
3. Ensures all rooms assignments are proper, especially VIP guest. 
4. Alerts any early arrival.
5. Communicates with Housekeeping Department to ensure sufficient ready rooms for sales, especially pre-assigned guest rooms.
6. Monitors close out period as to maximize profitability of the hotel.
7. Identifies frequent return customers and establishes guest relations to maximize business opportunities with Guest Services Team.
8. Monitors room status, controls on a day to day basis to maximize occupancy, average rate and revenue.
9. Acts as a back up to control all irregularities of individual reservations from Sales Department and all travel agents.
10. Ensures to communicate with Room Service / Housekeeping for daily set up in room.
11. Demonstrates and enforces upselling all the times.
12. Alerts room situation in downtown especially high seasons.
13. Keeps close relationship with key personnel of and calls HRC and Airlines on day pick up business.
14. Conducts training periodically for all Front Desk staffs to upkeep the standard of knowledge and service.
15. Controls on day pick up as well as future reservation.
16. Prepares effective duty roster to make sure adequate and competent personnel to cover round the clock operation.
17. Prepares monthly report details and statistics to Assistant Front Office Manager.
18. Assists Assistant Front Office Manager in hiring and coaching of Front Desk personnel to ensure effective utilization of qualified staff as required in the operation.
19. Maintains discipline in Front Desk to ensure good cooperation and team work would be achieved.
20. Assists in performance evaluation of Front Desk staff so as to select competent staff for further development or promotion.
21. Takes stock to ensure of adequate guest supply.
22. Controls room key issue machine and check issuing record periodically.
23. Ensures to clear up status of any discrepancy and follow up.
24. Ensure the tidiness and cleanliness of Business Centre.
25. Identifies and develops potential staff.
26. Inspects general appearance of all Front Desk staff in regards to their uniform tidiness and cleanliness, grooming and personal hygiene daily.
27. Responds to guest complaints promptly and to guest comments positively and be able to demonstrate and lead the other colleagues how to handle.
28. Maintains the Front Desk facilities in good order.
29. Any other relevant projects and duties as assigned by superior.

工作職責(續)

工作要求

1. 5 years at Reception desk with minimum of 2 year at senior Front Desk level or above;
2. Vocational Training Centre major at Front Office or equivalent;
3. Strong training and communication skills;
4. Able to lead and build the team;
5. Logical thinking and business minded;
6. Friendly and guest oriented;
7. Good command in written and spoken English and Chinese (Cantonese and Mandarin), knowledge of other Chinese dialects and languages is welcomed;
8. Able to work independently under pressure;
9. Hardworking and committed to build a career;
10. Well versed in PC knowledge;
11. Obedient, honest and disciplined;
12. Aligned with the group's Core Values: Liveliness, Heart2Heart, Oneness, Trust, Excellence and Learning.

個人資料私隱

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Group Human Resources Department directly at 2280 2906.

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within the Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.