From: Rima Mayasary [mailto:[email protected]]
Sent: 25 Agustus 2009 12:26
To: Arzanela K. Kuncoro
Subject: RE: Vacancy : Guest Service Centre Manager at Mandarin Oriental,
Jakarta
Guest Service Centre Manager
Job Description
Report directly to the Front Office Manager and overseas all Guest Service
Centre Agents.
To encourage efficient and effective inter-departmental communication in order
to promote teamwork.
To ensure customer satisfaction from arrival to departure in accordance with
Mandarin Oriental Hotel Group standards and procedures manual and the Legendary
Quality Experience.
To delegate duties and responsibilities to Guest Service Centre Agents and
ensure that work processes are in a logical order.
To ensure proper staffing at all times.
To encourage colleague development and promote a positive working environment.
To ensure and maintain a very high standard of personal hygiene, behavior and
grooming standards of colleagues.
To ensure that all health and safety company standards are maintained and
carried out at all times. They must be monitored regularly to assist in scoring
100% on the MOHG health and safety audit.
Answer hotel’s main telephone number and connect guests and colleagues to the
correct telephone extension.
Anticipate and recognize individual guest needs.
Pass on requests in a timely and accurate manner to appropriate colleagues.
Take restaurant reservations during the restaurant’s non-operating hours.
Must be able to remain calm and communicate clearly with Guests, Management and
colleagues in the event of an emergency.
Operate the Guest Service Centre as the main command centre in the event of an
emergency.
To handle all guest complaints and comments relating to the department
tactfully.
To perform any other reasonable duties as required by the Front Office Manager.
Requirements
5 years Guest Service Centre experience in a luxury hotel.
2 years experience in Guest Service Centre Management in a luxury hotel.
Excellent leadership skills and ability to motivate his/her team.
Excellent knowledge of computers and systems.
Successful problem solving skills.
Excellent ability to communicate written and spoken English and Indonesian.
Outgoing and enthusiastic personality.
Excellent overall communication and organization skills.
Ability to multi-task and work under pressure.
Ability to stand for extended periods of time.
The ability to work well in a team environment.
Be a self-motivator and motivator of others.
Be able to consistently delight and satisfy our guest.
Please send comprehensive resume with subject title of position applied for,
recent photograph and salary expected to the following email:
[email protected]
Due to high volume of applicants received, incomplete documents will not be
processed. Only short listed candidates will be contacted.
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