Guest Service Manager 宾客服务经理
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Job Number 20037796
Job Category Rooms and Guest Services Operations
Location The St. Regis Shanghai Jingan, 968 Beijing West Road, Shanghai, Shanghai, China VIEW ON MAP
Brand St. Regis Hotels & Resorts
Position Type Non-Management/Hourly
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What sets St. Regis apart is its rich heritage and mythology.
From its creation in 1904 by John Jacob Astor IV, the St. Regis was founded upon a heritage of tradition, innovation and luxury. Born of distinctive legacy and crafted for modern connoisseurs who desire the finest experiences imaginable, each moment reflects our discreet, bespoke service.
Our legacy of innovation informs everything we do. Past and future, rare and refined, this is the signature of St. Regis.
The St. Regis Shanghai Jingan creates an oasis of calm by combining traditional English and Chinese palatial styles with elements of Chinese art and culture. Situated in the heart of Shanghai’s cultural and business center - Jingan District, with a signature of elegance and refinement, 491 exquisitely styled guest rooms, suites and apartments boast sweeping city views, allowing guests to experience Shanghai’s energy from the comfort of their own space.
Guest Service Manager – Front Office provides day to day supervision, direction and leadership to all Front Office personnel under the guidance of the Front Office Manager in accordance with the objectives, performance and quality standards established by SPG and St. Regis Jing An Shanghai.
Meet up with guests regularly to obtain feedback on ways to improve the hotel’s services and facilities.
Handles guest complaints effectively and efficiently by being responsive and receptive, and analytical. Within the established Delegation of Authority, he/she makes quick and correct decisions to ensure total guest satisfaction whilst keeping in mind at all times the Hotel’s interest.
In all incidents, provides Management and Department Heads with reports and takes action to avoid repetition of any incident, accident, theft & complaint. In the absence of Senior Executives, he/she has full authority on all decisions.
Motivates and ensures staff perform to the high service level required, maximizing total customer loyalty as well as positive overall stay experience.
Provides coaching and counseling on standards and procedures for the Front Office Department including other Departments as and when necessary.
Acts as a key Emergency Team Leader in the event of crisis or emergency that happens within the hotel, until higher authority and /or officially trained personnel arrives.