Front Office - (Sr.) Guest Service Manager
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Job Number 180007WB
Job Category Rooms and Guest Services Operations
Location Shanghai Marriott Hotel City Centre, Shanghai, China VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Non-Management/Hourly
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Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang （Middle） Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.
To provide day to day supervision, direction and leadership to Guest Service Officers and drivers including working close with front office team. To ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. To ensure that the above-mentioned areas are working in a professional manner at all times. Responsible for hiring, training and development of all Guest Service-related associates, so they are hospitable, outgoing and guest oriented.
知道并负责宾客关系主任的日常工作， 并与前台同事紧密合作。确保前台员工在遵守酒店的所有规章制度和标准操作守则的同时努力提升客人对各方面的满意度；督促员工自始至终都表现出职业姿态。 此外还要负责招聘和培训宾客服务部门的员工，以培养成为外向且真诚待客的专才。
- Staff Management 员工管理
a. Be prepared for each daily activity and review any variations with manager and associate.
b. Ensure all associates are aware of role and responsibilities and operate within their guidelines.
c. Ensure associate is properly groomed and wear clean uniform with name tag at all times. Carry the Basic card during work hours and know the Basic of the Day.
d. Maintain efficiency in the daily operation and ensure that associates provide high quality standard of courteous service, bringing total satisfaction to our guests and the hotel.
e. Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
f. Maintain a good working relationship between the associate and other departments.
g. Determine the requirements for, and the follow-up on, special groups or VIPs.
h. Prepare and submit accident or injury reports when needed.
i. Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.
j. Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.
k. Able to supervise the associate and handle any associate situation.
l. Establish effective communication with associates to gain their trust and respect.
m. Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.
- Train 培训
a. Ensure all associates are safety conscious and trained in safe work practices.
b. Encourage problems solving by associates through proper training and empowerment.
c. Implement proper training program and control the training of the associate to top efficiency and in accordance with Marriott policies.
d. Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.
e. Have accurate and complete guest assistance information available regarding sports events taking place in the city and restaurants.
f. Facilitate departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.
g. Follow up regularly with Department Heads regarding the Guest Service process and the performance of their department responsibilities along with the department’s function.
3. Administrative 行政事物
a. Attend and assist with monthly department meetings.
b. Ensure all guest incident forms and logs are completely filled out and maintained. If computer tracking is used, also monitor this recording.
c. Ensure all guests comments from in room comment card are submitted to Director of Rooms immediately for any follow-up issues.
d. Route associate commendations received from guests to the person responsible for assembling the daily communication packet including displaying all good comments on the notice board.
Additional Responsibilities 其它职责
a. Responsible to handle all guest requests and to solve any guest complaints.
b. Ensure that the Hospitality and the Guest Response Programs are being followed and monitored. Be familiar with cultural differences to meet guest’s specific needs and requirements.
c. Have Opera and Marsha skills, and be able to check in/out including handling of reservation whenever the need arise.
d. Be very knowledgeable about the room types and its locations, services and facilities of the hotel.
e. Know how to offer and arrange for car rental, airline and train tickets, office services, beauty and hair salon services, baby sitting, special occasions arrangements, minor repairs as well as shopping information for guests.
f. Maintain the Repeat Guest, Marriott Rewards Member and the VIP programs. Ensure that the above-mentioned clientele are receiving the type of service they are expecting and follow up with guest service officer to ensure that all request are carried out immediately.
g. Be able to handle emergencies and trained in these procedures
h. Responsible for appearance and behavior of associate. Ensure compliance with grooming standards.
i. Supervise the areas of lobby, main entrance, guest relations and concierge lounge to assist, help, train, coach and counsel.
j. Spend at least 50% of the time in the lobby area to monitor the operations process on a daily basis.
k. Complete and initiate special projects in a timely manner and within due dates.
l. Check information board daily, be informed and seek for additional information.
m. Assist in handling problems in Food and Beverage outlets and refer the incidents to the respective manager.
n. Conduct floor patrol to ensure that all are in order.
o. Report areas that need repair and maintenance.
p. Ensure efficient provision of front desk service by check in and escort VIP guests courteously and efficiently, co-ordinate check in of special categories of guest, follow up on special check-out procedures for VIP guest, handle express check out when required, assist in maintaining the free flow of guest in the lobby by helping out guest with their check in when situation required.
q. Handle lost and found items, drill open of safe deposit box, and other operations matters from time to time.
r. Ensure that log books, handovers and checklists are well maintained.
s. Be knowledgeable about Marriott Rewards and Frequent Flyer Programs.
t. Keep good relations with customers and write up guest contact reports for the attention of the Management.
u. Assist in handling guests when other sections are busy.
v. Create a productive and positive atmosphere, have a good relationship with all associates and other departments.
w. Ensure immediate and prompt guest attention to all guest concerns and complaints.
x. Responsible for resolution of problems and follow up with the guest within 10 minutes to ensure satisfaction.
y. Develop friendly conversation with guests and obtain feedback from them and reflect to department concerned.
z. Be Familiar with the hotel emergency procedures and to ensure maximum safety of guest and employees in case of emergencies.
aa. Communicate on a daily basis with sales and the executive office for VIPs.
bb. VIP rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and guidance to the rooms.
cc. Check that all work areas including the lobby are neat and clean at all times.
dd. Any other duties as may be assigned from time to time.
ee. Overall in charge of hotel operations during the night.
ff. Make wise decision and report emergency accident to the senior management in timely manner.