Senior/ Guest Service Manager

Sheraton Hotels & Resorts; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Sheraton Hotels & Resorts in Hong Kong is seeking a Guest Services Associate to respond to guest inquiries, confirm reservations, and provide information on property amenities and local attractions.

You will coordinate special arrangements, work with other departments to fulfill requests, and help maintain service standards while upholding brand policies and delivering a memorable stay.

Qualifications

• High school diploma or GED required.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.
• License or certification not required.

Responsibilities

• Respond to guest questions and follow up to ensure satisfaction.
• Take and confirm reservations and cancellations.
• Provide information on property amenities, services, room features, and local areas of interest.
• Arrange special guest requests by coordinating with appropriate departments.
• Collaborate with management to improve department performance.
• Ensure tasks are completed on time and to quality standards.
• Maintain professional appearance and protect company assets and guest privacy.
• Welcome guests and communicate clearly and professionally.

Skills

Supervisory experience

Related work experience

Education

High school diploma or GED

Job description

Additional Information

Job Number: 26140537

Job Category: Rooms & Guest Services Operations

Location: 9 Yi Tung Road, Tung Chung, Lantau Island, Hong Kong Hong, China VIEW ON MAP

Schedule: Full Time

Located Remotely?: N

Position Type: Non-Management

Position Summary

• Respond to any questions from guests and follow up with guests to ensure their requests have been met to their satisfaction.
• Take and confirm reservations and cancellations.
• Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
• Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
• Contact appropriate individual or department as necessary to resolve guest requests.
• Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.