Regent Service Manager

4 days ago

Vietnam IHG Full time $2,000,000 - $4,000,000 per year
Description
  • You oversee the daily operation of Regent Service Center, while making sure that the service level is prompt, efficient and exceeding guests expectations.
  • You drive guest satisfaction through professional response to the inquiries and requests handling.
  • Ensure that the team follows high standards of telephone etiquette and lives up to Regent brand standards, Service Behaviours and resort's and IHG policies.
  • You ensure that the team is knowledgable, acquires exceptionl communication, high technical and problem resolution skills. If occurred, handle guests issues with most care and professionalism.
  • As a heart of the resort, you deeply understand internal service procedures and operating connection between departments.
  • Working together with QCI manager, you analyse Regent Service logs, service request breakdown report in order to optimize service procedures and indicate areas of focus.
  • Be proficient in using softwares and equipments that include but are not limited to: the PABX system, Property Management System (Opera), FCS, IPTV , CRAVE, Symphony MICROS, radio walkie-talkie, Vinaphone messaging system, outlook email, etc. Provide trainings to team and ensure high level of technical skills are acquired by the them.
  • Handle Lost & Found incidents according to Regent policies and procedures. Coordinate with Security and related departments/colleagues to have proper records and reports related to L&F items.
  • Engage the team, build strong relationship with all resort departments and always ensure clear communication throughout all functions for efficient collaboration during operation.
  • Lead and develop the team by having regular check-in conversations, conducting trainings and involving the team members in driving resort goals.
  • Make sure that your team members are aware of their responsibilities, company and individual goals
  • Other tasks assigned by higher management.

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