Guest Recognition Manager
2 weeks ago
JOB SUMMARY
Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Managing Guest Services and Front Desk Operations
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.
Maintaining Guest Services and Front Desk Goals
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assists with energy conservation efforts by monitoring compliance during property tours.
Supporting Projects and Policies Related to Guest Experience and Safety
• Supports implementation of the customer recognition/service program, communicating and ensuring the process.
• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Sends copy of MOD report to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with loss prevention policies and procedures.
Ensuring and Providing Exceptional Customer Service
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing and Conducting Human Resource Activities
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
Additional Responsibilities
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Desk duties in high demand times.
-
Asst. Guest Recognition Manager
2 weeks ago
Shanghai, China The Ritz-Carlton Full timeJob Number Job Category Rooms & Guest Services OperationsLocation The Portman Ritz-Carlton Shanghai, Shanghai Center, Shanghai, China, China VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction....
-
Guest Service Manager 宾客服务经理
2 weeks ago
Shanghai, China Courtyard by Marriott Full timeJob Number Job Category Rooms & Guest Services OperationsLocation Courtyard Shanghai Xujiahui, HongQiao Road, Shanghai, Shanghai, China VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management Welcome to our family As a world-class leader in the travel industry, there’s no better place to make your mark. If you have the...
-
Guest Relations Manager
1 month ago
Shanghai, China Shangri-La Full timeWe are looking for someone who: Takes pride in being a hotelier Loves interacting with guests and customers Communicates and writes with fluency in English and German or French due to service needs for oversea guests and Local guests. Enjoys crafting creative and best-fit solutions Preferably has relevant experience with an international 5*...
-
Guest Service Center Manager
4 weeks ago
Shanghai, China Hyatt Corporation Full timeGuest Service Center Manager - Alilaa Shanghai Alila Alila Shanghai CN - 31 - ShanghaiGuest Service OperationsDepartment Head/ManagerFull-timeReq ID: SHA003513 Summary You will be responsible to assist with the efficient running of the department in line with Hyatt Hotels Corporation's Corporate Strategic Priorities, whilst meeting employee, guest...
-
Quality Manager
2 weeks ago
Shanghai, China JW Marriott Full timeJob Number Job Category AdministrativeLocation JW Marriott Hotel Shanghai at Tomorrow Square, Nanjing West Road, Shanghai, Shanghai, China VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementMAIN DUTIES AND RESPONSIBILITIESManaging Quality Assurance Goals• Coaches’ managers on adopting the total quality management...
-
Guest Service Agent
3 weeks ago
Shanghai, Shanghai, China Marriott International Full timeJob Number Job Category Food and Beverage & CulinaryLocation The St. Regis Shanghai Jingan, 1008 Beijing West Road, Shanghai, Shanghai, China VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYServe food courses and alcoholic beverages to guests. Set tables according to type of event and service...
-
Guest Services Manager宾客服务经理
2 weeks ago
Shanghai, China Renaissance Hotels Full timeJob Number Job Category Rooms & Guest Services OperationsLocation Renaissance Shanghai Zhongshan Park Hotel, No. 8 Changning Road, Shanghai, Shanghai, China VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their...
-
Shanghai, China Corporate Full timeJob Number Job Category Rooms & Guest Services OperationsLocation Shanghai Operations, 9/F Tower B One ITC, Shanghai, Shanghai, China VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management Job SummaryThe purpose of this role is to ensure that GC Rooms discipline continues to: Provide outstanding pre-opening and operational...
-
AsstDir-Rooms
4 weeks ago
Shanghai, China JW Marriott Full timeJOB SUMMARY Assists in successfully planning, developing, implementing, and evaluating of the quality of property’s rooms. The position ensures Rooms Operations meet the brand’s standards and targets customer needs. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that...
-
Shanghai, Shanghai, China Hilton Full timeA Guest Relations Officer directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.What will I be doing?As Guest Relations Executive, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an...
-
Senior Rewards Manager
4 weeks ago
Shanghai, China CHANEL Full timeWhat you can bring to the team Key Responsibilities: Retail Pay Effectiveness Analysis & Review • Conduct deep dive analysis on key retail incentive measurements to provide insights for investment decision. • Conduct scenario planning & modelling to address evolving biz needs/model and drive desired behaviors. • Work closely with business and...
-
房务总监 Director of Rooms
4 weeks ago
Shanghai, Shanghai, China Hilton Full time职位描述:监督和抽查工作质量。确保将偏好垫中的信息键入数据库,并向一线团队成员推广使用。制定并实施客人认可计划。在前台服务经理的帮助下制定策略,以加强对客人的认可。言行一致,成为取悦客户的榜样。表彰团队成员出色地提供客户服务。让客人能够看到和接...
-
Sales Manager
4 weeks ago
Shanghai, Shanghai, China Marriott International Full timeJob Number Job Category Sales & MarketingLocation Courtyard Shanghai Xujiahui, 100 HongQiao Road, Shanghai, Shanghai, China VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYContact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls,...
-
Channel Sales Manager
3 weeks ago
Shanghai, China Allegro MicroSystems Full timeThe Allegro team is passionate about providing intelligent solutions that move the world toward a safer and more sustainable future. With more than 30 years of experience developing advanced semiconductor technology, innovation with purpose touches every aspect of our business. From customer engagement and employee recognition to technology advancement and...
-
Asset Management China
4 weeks ago
Shanghai, China JPMorgan Chase & Co. Full timeJob Responsibilities 1. Responsible for the long-term operation of brokerage channel headquarters and key branches, including relationship, professional, product, brand and other aspects of recognition, to strive for channel cooperation on the company, products and sales projects to support and promote the channel. 2. Assist company leaders and department...
-
Sr. Pipeline Branding Manager
17 hours ago
Shanghai, China Bayer Full timeAt Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ,Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our...
-
Asst. Bar Manager
2 weeks ago
Shanghai, China Marriott Hotels Resorts Full timePOSITION SUMMARY Inspect grooming and attire of staff, and rectify any deficiencies. Communicate with guests, other employees, and/or departments to ensure guest needs are met. Ensure staff is working together as a team. Monitor dining rooms for seating availability, service, safety, and well being of guests. Complete work orders for maintenance repairs....
-
Marketing Manager- Shanghai
4 weeks ago
Shanghai, China Artefact Full timeJob description:The Marketing Manager is responsible for creating and implementing a year-round Marketing program that helps build up the Artefact brand, drive maximum exposure and recognition within the China Data and Digital Marketing space, and support in driving new business leads in collaboration with Commercial Team.Responsibilities: Marketing program...
-
Bar Manager
4 weeks ago
Shanghai, China Hyatt Corporation Full timeBar Manager - Alila Shanghai Alila Alila Shanghai CN - 31 - ShanghaiBars/Restaurants/OutletsDepartment Head/ManagerFull-timeReq ID: SHA003510 Summary You will be responsible for the efficient running of the department in line with Hyatt Hotels Corporation's Corporate Strategic Priorities, whilst meeting employee, guest and owner expectations To...
-
Manager, Customer Success
1 month ago
Shanghai, China NielsenIQ Full timeJob Description RESPONSIBILITIES ● Conducts performance reviews for direct reports ● Responsible for the training and development of the team. Ensure team members are trained to handle client requirements ● Establish high standards of performance, provide support, recognition and feedback to develop associates and support a strong team...