Assistant Guest Services Manager
5 days ago
Track and analyse the GEI (Guest Experience Index) on daily basis to identify issues and recommend solutions, follow up with concise action plan and activities for Rooms Division.
- Track and analyse GEI scores to meet Starwood’s standards and report on GEI performance results to the Management on monthly basis.
- Manage recognition and reward programs for departments achieving benchmark GEI scores.
- Ensure that guest resolution and service recovery is delivered promptly.
- Responsible for correspondence to guest on complaints and compliments received in a timely manner.
- Consolidate reports on guests’ preferences and behaviors (eg. Future stays, satisfaction levels).
- Responsible for the day to day generation and submission of reports.
- Monitor the daily sales/revenue figures/shortfall in service delivery in Rooms Division and provide follow up recommendations where necessary.
- Monitor the execution of activities within Room Division to improve GEI & SPG (Starwood Preferred Guest) enrolment.
- Assist the Front Office Manager to foster strong working relationship of all departments under Rooms Division.
- Ensure that the Monthly Communications meetings are held in all Rooms Operations Departments.
- Perform any other duties as assigned by the Management.
**Job Requirements**:
- At least 3 years of relevant experience in current capacity
- Calm, efficient and able to work well under pressure
- Possess excellent leadership and communication skills
- Team player with a passion for delivering exceptional levels of guest service
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