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    Manager, Guest Experience / Chinese or Japanese Speaking

    Full-Time
    Bangkok, Thailand
    Posted: July 30, 2024
    Position Details

    CANDIDATE PROFILE

    Education And Experience

    • High school diploma or GED; 2 years 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

    Leading Guest Services Teams

    • 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. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
    • Celebrates successes and publicly recognizes the contributions of team members.
    • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.


    Maintaining Guest Services and Front Desk Goals

    • Develops specific goals and plans to prioritize, organize, and accomplish your work.
    • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
    • 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.
    • 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.
    • Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
    • Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

    Ensuring 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.
    • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
    • Serves as a leader in displaying outstanding hospitality skills.
    • Sets a positive example for guest relations.
    • Responds to and handles guest problems and complaints.
    • Empowers employees to provide excellent customer service.
    • Observes service behaviors of employees and provides feedback to individuals.
    • Strives to improve service performance.
    • Provides immediate assistance to guests as requested.
    • Ensures employees understand customer service expectations and parameters.
    • Participates in the development and implementation of corrective action plans to improve guest satisfaction.


    Implementing Projects and Policies

    • Implements the customer recognition/service program, communicating and ensuring the process.
    • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
    • Manages payroll administration.


    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.
    • Participates in employee progressive discipline procedures.
    • Uses all available on the job training tools for employees.
    • Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
    • Supervises on-going training initiatives and conducts training when appropriate.
    • Participates in the employee performance appraisal process, providing feedback as needed.


    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 updates the executives, the peers and the subordinates on relevant information in a timely manner.
    • Maintains high visibility in public areas during peak times.
    • Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
    • Performs Front Desk duties in high demand times.



    Skills
    Payroll Administration
    Guest relations
    Customer Satisfaction Research
    Progressive Discipline
    Restaurant Management
    Receptionist Duties

    Functions
    Tour Operators Sub

    Job Overview

    Job Type:

    Full-Time


    Company

    The Luxury Collection logo

    The Luxury Collection

    20 active jobs

    Industry:

    Hospitality, Tourism & Travel

    Ready to Apply?

    Submit your application now and take the next step in your career journey.

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