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Lead Guest Service Enthusiast 宾客服务经理

posted October 7, 2019

Canopy by Hilton Chengdu City Centre
Chengdu, China
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723707 l

About This Job

Description

A Lead Guest Service Enthusiast supervises the Guest Service/Front Office Team to ensure that Enthusiasts are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.



What will I be doing?

As Lead Guest Service Enthusiast, you will oversee the Guest Service/Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Lead Guest Service Enthusiast is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

  • Oversee the entire Guest Service/Front Office operation to maintain high standards
  • Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
  • Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme
  • Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
  • Set departmental objectives, work schedules, budgets, policies, and procedures
  • Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
  • Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
  • Maintain good communication and working relationships with all hotel departments
  • Monitor staffing levels to meet cover business demands
  • Conduct monthly communication meetings and produce minutes
  • Manage staff performance issues in compliance with company policies and procedures
  • Recruit, manage, train and develop the Guest Service team
  • Comply with hotel security, fire regulations and all health and safety legislation
  • Act in accordance with policies and procedures when working with front of house equipment and property management systems
  • Assist with other departments, as necessary

Requirements

What are we looking for?

Lead Guest Service Enthusiasts serving Hilton brands are always working on behalf of our Guests and working with other Enthusiasts. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

  • Previous supervisory experience in Front Office within the hotel/leisure/retail sector
  • High level of IT proficiency
  • High level of commercial awareness and sales capabilities
  • Experience of managing people and developing people
  • Previous experience of managing a department and Profit and Loss account
  • Excellent leadership, interpersonal and communication skills
  • Accountable and resilient
  • Commitment to delivering a high level of customer service
  • Ability to work under pressure
  • Excellent grooming standards
  • Flexibility to respond to a variety of work situations
  • Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • Familiar with Property Management Systems
  • A degree or diploma in Hotel Management or equivalent


What will it be like to work for Hilton?


Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!








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About This Employer

Canopy by Hilton Chengdu City Centre

3 Xiyu Road, Qingyang District
Chengdu, 610016
China

+86-184-20026808

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At A Glance

Hello and welcome to Canopy by Hilton Chengdu. Situated in the heart of the fascinating ancient city of Chengdu, our hotel puts you right at the center of the commercial and historic hub. Attractions including Tianfu Square, Chengdu Museum and vibrant Chunxi Road are just steps from our front door. Take a stroll or grab a complimentary Canopy Bike and start discovering your new favorite places. We'll introduce you to the neighborhood with a local welcome gift at check-in.

At Canopy, we've got you covered. Located on floors 23 to 31 in the Leading Center’s West Tower, the hotel boasts expansive views of Tianfu Square and the skyline. Our Just-Right Rooms feature home comforts like a 55-inch HDTV, free WiFi and espresso machine. Relax on a comfortable bed designed exclusively for Canopy. Choose a suite for extra amenities, a separate living area and a bathroom with shower facing Tainfu Square.

Start the day with a complimentary artisanal breakfast in Canopy Central or have a Canopy Break Fast Bag delivered to your door. Our café serves up a fusion of Western and Asian cuisine in our delicious tapas sharing plates. Enjoy complimentary craft beer, wine and cocktail tastings each night in our lively bar, the perfect venue for socializing.

  • New lifestyle hotel in the heart of Chengdu City
  • Transfer Lounge situated on 31st floor, for guest arriving early or want to check out late
  • Complimentary Canopy Bikes
  • Rooms and suites with Canopy-exclusive beds, free WiFi and surprising extras
  • Canopy Central featuring a café, bar and complimentary evening tastings
  • Fitness Center located on 30th floor with natural light