• Work alongside guest contact colleagues ensuring the delivery of on brand guest service with poise.
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验.
• Ensure appropriate manning levels for the anticipated daily work flow in all managed sections.
确保所管理部门根据日常运作预先安排适当的人手。
• Supervise the work and operation of the Airport Representatives, Duty Manager, 1865 Loyalty Manager and Guest Relations. Ensure colleagues are executing their respective job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook.
监督机场代表,大堂经理,1865尊贵会经理以及宾客服务大使的的工作和日常营运。确保同事们根据拟定的规定条例以及公司同事手册执行其职责范围内的工作。
• Handle dissatisfied guests during their stay or after they have departed to resolve complaints and identify and rectify any processes which lead to the service shortfall.
处理入住期间宾客所遇的不满意之处和解决他们离店后的投诉并确认及改进服务中的不足之处。
• Conduct inspections of the airport counter and hotel lobby to ensure all areas are up to standard and all operating equipment is well-maintained.
视察机场柜台和酒店大堂区域并确保所查区域符合标准以及所有设备运作正常。
• Be familiar with the 1865 program.
熟悉1865尊贵会内容。
• Be able to perform all subordinates’ duties.
熟悉并能承担部门所有班次工作。
• Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour.
展现诚实，可靠，规范及专业的工作礼仪。
• Gather and analyse relevant facts and data to establish the root cause of reoccurring problems; make timely and sound decisions with regard to appropriate course of action.
汇总和分析相关事实及资料从而确定发生问题的根源。 根据所需采取的行动做出及时并合理的决定。
• Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behaviour in others.
与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。
• Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
• Foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words.
以身作则，并以正确和正面的事例引导其他同事。
• Collect and analyse data to make customer focused business decisions; ensure colleagues understand and exceed customer expectations.
收集并分析资料使客源更接近商业目标；确保同事们理解并超越宾客的期望。
• Responsible for keeping standards and procedures up to date, developing training plans, career development, mentoring and motivation of all managed colleagues.
遵守条例及规定，及时制定培训计划和职业发展规划，向其他同事展示专业的领导力。