About the role
The Guest Services Manager forms part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotels/resorts.
What you will do
Trains and schedules the Guest Service Team. Supervises day-to-day performance of the staff. Coaches staff to achieve Benchmark standards.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
Ensure all chauffeur services and boat experiences are well-arranged, driver and boatman is well- groomed.
Support AFOM to make sure all team members know what activities are available in the city (theatres, sports, concerts, shows, special exhibits, and sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
Works harmoniously and professionally with co-workers and supervisors.
Works closely with Front Desk, Reservations, and Security (ground and underground parking space) to assure smooth handling of guest arrivals and departures.
Stores and retrieves guest luggage and packages.
Utilizes a variety of software programs (Key, Opera, and Golden) to accurately input special arrangements the guest has made and to assure proper billing.
Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
Embraces and supports the Training initiatives and philosophies of the company and works closely with the Training Manager and Departmental Trainers in the training and development of employees.
Ensures employees have a complete understanding of Rules and Regulations, and that behavior complies.
Proceed all other Essential Functions required to Guest Service Agent & Guest Service Captain.
Assists with the development of Guest Services Agents to work following the operational, financial, administrative philosophies ensuring employees are multi skilled and perform multi tasks.
Through hands on management, supervises closely all GSAs in the performance of their duties in accordance with policies & procedures and applicable laws.
Ensures employees have a complete understanding of Rules and Regulations, and that behavior complies.
Monitors employee morale and provides mechanism for performance feedback and development.
Conducts annual Performance Appraisals providing honest and appropriate feedback. Effectively communicates guiding principles and core values to all levels of employees.
What you bring
We are looking for individuals who are strategic, have strong business acumen, good communication, and interpersonal skills.
At least 2~3 years of relevant work experience in a similar position and in the International Luxury Hotel.
Self-driven and a strategic resourcing professional.
Able to work independently and under pressure in a fast pace working environment.
Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills.
Good command of both written and spoken Chinese and English.
Mandarin Speaking and Work authorization in China is a must.
What we offer:
Competitive Salary, wages, and a comprehensive benefits package
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resort
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
Employee service awards
Annual employee party/ social and sporting events
An opportunity to build a life-long career with global potential and a real sense of pride in work well done
Schedule & Hours:
This is a full time position
shifts may vary and are arranged upon operation needs
Kindly noted that this is a locally hired position and the relocation benefits will not be provided by the hotel.
Work authorization in China is a must.
