Guest Service Centre Manager
shangri-la hotel, qaryat al beri, abu dhabi
Total years of experience :7 years, 9 Months
Managed the overall operation of the centralized service centre department of the two properties in the complex (Shangri-la & Traders Hotels). Managed a team of 12.Handles guest complaints, settling disputes, and resolving grievances and conflicts, or otherwise communicate with other department for their action.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. Ensures that regular on-going communication is happening with team member 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.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.Improves service by communicating and assisting team members to understand guest needs, providing guidance, feedback, and individual coaching when needed.Implements the guest recognition/guest loyalty program, by communicating and ensures processes are followed. Identifies the development of team members and coaching, mentoring, or otherwise helping them to improve their knowledge or skills.Solicits team members’ feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns by regular dialogue session meeting.Conduct employee performance appraisal process, providing feedback as needed.Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Understands and can implement all emergency plans including accident, death, elevator, thefts, bombs, fire, etc. Performs Front Desk duties in high demand times.
• Handle the guest history management of the property such as checking guest profile, correct data entry, input guest preferences, and attach guest loyalty membership like Golden Circle and or Frequent Flyer in the guest profile in the hotel system.
Ensures that Golden Circle members’ benefit appears in the system for staff easy reference. Golden Circle enrolment and process. Prepares Golden Circle reports and status, extracting expense and summary reports. Understand Reception Standard Operating Procedures and processes. Cashiering, check-in and check-out procedures. Conduct Golden Circle refresher training to Front Office staff
Responsible for overseeing operations of the Guest Service Center and ensures that all guest requests coursed through the center are responded. Handles guest complaints and queries related to Front Office, Housekeeping, Concierge, and Engineering and Reservation departments; coordinates response to said complaints/queries, and follows through on accomplishment. Conducts daily briefing of staff to update group on current operational needs/requirements, as well as give information on priorities for the day. Facilitates and ensures a well-manned Guest Service Center at all times. Maintains an active presence at the Center to directly supervise Service Associates - GSC in attending to guest requests, complaints and queries.Ensures that proper training of staff is done such that staff has the necessary skill to perform duties with maximum efficiency. Assists the department head in determining the training needs for the section. Personally conducts/facilitates training activities in accordance with established targets. Conducts appraisal sessions for supervised staff, gives feedback on performance issues (both for the group as well as the individual) through regular coaching.
Attended to all guest requests and coordinates with relevant departments to ensure that guest expectations are met or even exceeded. Answer and connect incoming calls from the switchboard. Handled wake-up call (airline crew & guests) and send out hotel figures exchange.
The position was also responsible for providing complete and accurate information in response to internal and external queries and assists in creating a favorable public image as part of the service. Answers inquiries of in-house guests related to hotel services, facilities, promotions and packages, always ensuring that information provided is complete and accurate. Handles rooms reservation calls after office hour, receives, sorts and organizes messages (by phone or fax) for guests and coordinates immediate delivery with Concierge.
In addition to the above, as a senior staff I was also appointed as departmental trainer and assisted the department head in determining the training needs of the section. Drafted training schedules for the month based on guidelines set by the department head and presents to the department head for approval; implemented planned training activities and personally conduct training activities for newly hired and cross trainee staff.