Service Manager - Duty Manager 服务经理-值班经理

Shangri-La Yuanqu, Suzhou 苏州园区香格里拉
Featuring 303 contemporary guestrooms and suites, Shangri-La Yuanqu, Suzhou commands a prime location within the integrated GCL Plaza commercial complex at Suzhou Industrial Park. Adjacent to the serene Jinji Lake and within close proximity to Suzhou’s cultural attractions and entertainment, the hotel serves as a peaceful urban retreat.
苏州园区香格里拉位于苏州工业园区协鑫广场综合体内，地理位置优越，共有303间现代风格的客房及套房。酒店邻近风景秀美的金鸡湖景区，又可方便前往苏州市内文化及娱乐去处，是繁华都市中的一处清雅桃源。

We are currently looking for a Duty Manager:
我们正在寻找一位值班经理
As a Duty Manager, we rely on you to:
作为值班经理，我们希望您承担以下职责：

To have complete knowledge of the operational systems at Front Office, Service Centre and any other related systems.

• To have complete knowledge of Shangri-La standard operating policies and procedures.
• To have complete knowledge of Shangri-La Program e.g. Golden Circle, FFP, Guest History.
• Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
• Identifies staff training requirements and service improvements areas.
• Supervises and guides all staff to ensure that hotel policies and procedures are adhered to.
• Creates a positive and highly motivated working environment that promotes and develops teamwork.
• Utilizes and develops communication tools and channels for the dissemination of information and workflow amongst all sections and divisions.
• Ensures guest preferences are collected and action upon in order to delight our guests.
• Drives customer delight and retention by being a role model in delighting guest in every single interaction.
• Actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction.
• In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incidents, accidents, theft and complaints.
• Reviews quality standards and service standards on regular basis and ensures compliance to Shangri-La Quality Standard and Minimum Quality Service Standard.
• Checks the log book to ensure the quick and correct handling of guest requests.
• Ensures staff are trained to understand and complete all common requests.
• Practices visible management, including daily interaction and courtesy calls with guests.
• Update guest history remarks (Opera system) for any guest complaint or comments to make sure delighted service presentation upon next arrival.
• Offers all possible assistance to guests at all times.
• Constantly reviews the current procedures and practices to ensure they are simple for staff and guests.
• Highlights important points from Daily VIP arrival list, occupancy forecast vs. Actual occupancy. Review the previous activities and discuss about the positive and negative performances.
• Highlights VIP arrivals, reviews meeting and banquet functions for the day, reviews positive and negative comments received, inform employees on room status situation.
• Directly supervises the Front Office employees and ensure the punctuality, proper appearance and correct behavior of the night guest Service Associate, telephone operators and bellman.
• Ensures all confidentiality of the guest is strictly enforced.
• Is personally committed to Shangri-La Hotel’ s Vision, Mission and Values.

• 全面掌握前厅部，服务中心操作系统专业知识和其他相关系统知识。
• 全面掌握香格里拉标准操作政策和程序方面的知识。
• 全面掌握香格里拉会员活动知识。例如贵宾金环会员，飞行里程计划， 客史记录。
• 在预测客房出租率的基础上维持部门组织架构，人员配备的合理性并且确保工作的顺利运行。
• 识别员工的培训需求和服务中需要提高的区域。
• 管理和引导员工并且确保酒店政策和程序的执行。
• 创造积极和谐的工作环境以促进和发展团队精神。
• 利用和发展沟通交流的工具和途径， 为各部门之间进行很好的工作信息和流程的传递。
• 确保宾客喜好表的收集和行动实施以便在对客服务中使我们的宾客喜出望外。
• 推动喜出望外的宾客忠实感必须在每一次的对客服务接触中成为令宾客喜出望外的模范。
• 积极地获得客人的反馈意见并且通知相关部门改善客人的反馈意见， 确保客人的满意度
• 给管理层和部门经理提供事件报告， 以便付诸行动避免事件， 意外， 偷窃行为和投诉的发生。
• 定期地回顾质量标准和服务标准，并且使其符合香格里拉的质量标准和最低质量服务标准。
• 抽查记录本，确保快速准确地解决客人的需求。
• 确保员工的培训，理解并执行对客的要求。
• 实现可视管理包括每日与客人沟通和礼仪电话。
• 将客人的投诉、意见记录在其个人档案内（Opera系统），以便其日后再次入住时，得到喜出望外的服务。
• 随时随地为客人提供帮助。
• 经常地回顾当前程序和操作以确保对员工和客人都是简单易行的。
• 关注每日抵店贵宾报告中的重点内容及预计客房出租率和实际客房出租率，回顾前期的行为，并讨论积极和消极的表现。
• 注意贵宾客人的抵达，检查每日的会议和宴会，回顾收到的肯定和否定的意见，通知员工房态状况。
• 直接监管前厅部员工以确保上通宵班人员包括总机及礼宾部员工工作的出勤率及其仪容仪表及工作表现。
• 确保客人的个人信息得到严格地保密。
• 遵守对香格里拉酒店的前景，使命和价值观地个人承诺。

We are looking for someone who has:
候选人应具备以下能力：

• Has good organizational skills
• Has experience in either a luxury restaurant or a 5* hotel environment
• Enjoys interacting with people
• Mature and has good logic.
• possess a good verbal command of English and Mandarin Language
• Commitment to professional values and integrity.
• Leadership skills and excellent inter-personal skills.
• Experience in dealing with all levels including owners, corporate officers.
• Able to multi-task.

• 具有良好的组织能力
• 拥有5星级酒店工作经验
• 乐于与人沟通交流
• 成熟及良好的逻辑思维能力
• 拥有良好的中英文口语能力
• 专业价值和诚信为承诺
• 领导能力和人际交往能力
• 有经验处理各个层面人士，包括业主，管理者，支持员工和所有酒店同事
• 有能力处理多项工作和任务

By applying to this position, you have read, understood and agreed to our Data Protection Policy. (if the hyperlink does not navigate you to the policy, please copy this URL and view in web browser: https://www.shangri‐la.com/group/careers/data‐protection)
通过申请此职位，您已阅读、理解并同意我们的数据保护政策。（如果超链接无法将您导航到策略，请复制此URL并在web浏览器中查看：https://www.shangri-la.com/group/careers/data-protection）