Guest Engagement Manager

Job Overview

Performs the role as a general representative of the management and act on their behalf in guest relations and emergencies.  To maintain comfort and harmonic environment for all guests in the hotel at all times.

Responsibilities

1. Ensures all preparation works are completed prior to the VIP (VP), long staying (LS), repeated guests (RG) arrivals - transportation, room inspection plus amenities set up.
2. Greets and bids farewell to all VIP, LS, RG upon their arrivals and departures.
3. Makes regular courtesy calls to a selection of FIT guests to check their comfort and satisfaction.
4. Conducts daily room inspection and check VIP rooms to ensure all setups are properly assigned. Set a target for random room checking and coordinate closely with Housekeeping Department for any defects found.
5. Handles guests' dispute on mini bar, laundry, pay movie, telephone call charges etc.
6. Handles guest complaints diligently and professionally.
7. Handles “Dead Move” and “DND”.
8. Checks and releases due out rooms in case guest left without contacting cashier in liaison with FO and HSKP.
9. Attends section morning briefing and regular departmental meeting.
10. Follows up special requests from guests as per instruction received from the morning briefing.
11. Checks on e-mail message at the terminal of reservation department after office hours and gazette holidays and passes the messages to the concerned departments for delivery and guests or for emergency without delay.
12. Ensures all public and service areas are clean and well maintained by a frequent walkthrough.
13. Promotes the hotel facilities and cross-sells corporate account to guests (including guests booked through travel agent and walk-in).  Escorts guests to showroom whenever necessary.
14. Pays special attention to disabled guest and makes known to all concerning departments.
15. Alerts Security team when coming across unauthorized individuals loitering around the hotel.
16. Reports to respective departments when any disorders or discrepancies are detected and make recommendations for prevention of recurrences.
17. Makes regular spot checks to ensure all personnel are fulfilling their duties well.
18. Reports in the GSM log for incidents which require The Management’s attention and follow up.
19. Handles valuable ‘Hold for pick up’ item for guest.
20. Monitors the Front Desk operation in the absence of Front Office Manager.

Responsibilities (Con't)

1. Assists Front Desk to achieve maximum occupancy and smooth operation especially during overbook situation.
2. Assists in the Front Desk operation during the peak period and maintain the efficient and professional service has been delivered.
3. Enforces the Hotel credit policy by monitoring requests for paid out, cash advance and personal cheques.
4. Knowledgeable about the hotel’s occupancy and average rate of the previous night and the following three days. Have a comprehensive knowledge about the hotel’s forecast for the following three months.
5. Handles problems of door lock and safety deposit box lock.
6. Constantly aware functions and events of the day and the near future.
7. Handles Lost and Found cases and give instruction for further investigation or police assistance if necessary.
8. Arranges medical consultation assistance to guest if necessary.
9. Receives Government officials and offers assistance for inspection of license, USD for hygiene and sanitation, safety from Fire Service.
10. Constantly check the staff’s grooming standard and discipline as according to the hotel’s policies.
11. Leads and coaches the Guest Services Officers to handle minor guest complaints.
12. Carry out regular patrol to ensure fire safety regulations.
13. Acts as a Commander of ‘Emergency Response Team’ and give instruction and control over any emergency according to hotel established Policy and Procedures.
14. Coordinates with other departments during the typhoon and bad weather signal hoisted to ensure the smooth operation.
15. Ensures the accuracy of night reports compiled by Front Desk staff.
16. Checks and verify the daily room rate report and responsible for running of the day-end closing of the computer system.
17. Takes over and hands over duties from and to Night Manager/overnight shift GEM daily and follow up on all outstanding issues.
18. Follows the direction set by Front Office Manager and follow the yearly operation plan and recommends for improvement in guest services whenever necessary.
19. Any other relevant projects and duties as assigned by superior.

Requirements

1. Hotel management education up to Higher Diploma or above;
2. Six years hotel operations experience, preferably in Front Desk or Guest Services area
3. International chain experience preferably;
4. Fluent spoken English, Cantonese and preferably Putonghua;
5. Strong analytical skill and work independently under pressure;
6. Strong interpersonal and communication skills;
7. Has good emergency sense;
8. Mature and positive, friendly and guest oriented;
9. Capable team builder & leader;
10. Able to demonstrate with patience;
11. Aligned with the core values of Nina Hospitality – Generous, Heartfelt, Vibrant, Authentic and Innovative.

Personal Data Privacy

This Personal Information Collection Statement applies to the collection, use and handling of personal data by the employing company within Chinachem Group (the “Company”) pursuant to the Personal Data (Privacy) Ordinance (Cap. 486). “Chinachem Group” refers to Chinachem Group Holdings Limited and its holding companies, subsidiaries, affiliates and associated companies. The types of personal data the Company collects from you may include (1) your personal particulars (e.g. your name); (2) your contact information (e.g. telephone number or email address); and (3) your employment information (collectively “Personal Data”). The Personal Data you provide will be treated with utmost confidentiality and used for recruitment related purposes including the assessment of your suitability to assume the job duties of the position you have applied and to determine remuneration offer. While the provision of full and complete information is necessary for our selection process, sharing your personal details is a voluntary decision. Failure to provide any of the requested data may impact the processing and outcome of your application. All Personal Data provided by you will be retained for a maximum of 24 months and then subsequently erased. Where there are suitable vacancies in the Company’s subsidiaries or associate companies during that period, we may transfer your application to them for consideration of employment, but only with your prior consent. Save and except your current or former employers, academic institutions and service providers engaged by the Company for reference checking purpose, your Personal Data will not be disclosed to any third parties for other unrelated purposes without your prior consent. Applicants have the right to request access to and correction of their Personal Data in relation to their application. If you wish to exercise this right, please submit your request in writing to the Human Resources Department of the Company by emailing to hr@ninahotelgroup.com with the subject line 'Personal Data Access Request'. You may also submit your request directly to the Human Resources Department of the Company at 10/F, Nina Tower, 8 Yeung Uk Road, Tsuen Wan, New Territories, Hong Kong.

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 Nina Hospitality, 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.