Guest Service Manager

Shanghai Marriott Hotel City Centre

Shanghai Marriott Hotel City Centre

At Your Service Department- Operate telephone switchboard station in order to answer telephone calls. - Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. - Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. - Answer, record, and process all guest calls, requests, questions, or concerns. - Log all guest requests or issues into computer, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction. - Provide information to guests about room features, property amenities, and local areas of interest. - Assist guests with accessing the internet. Report accidents, injuries, and unsafe work conditions to manager.

Banquet Department- Prepare coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event Order. - Prepare tables, action stations, buffets, service carts, dessert table/carts and cordial carts.- Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. - Ensure courses are cleared and tables are properly crumbed. - Respond to and try to fulfill any special banquet event arrangements.- Replenish buffet items to ensure consistency and freshness in presentation. - Monitor tableware to ensure it is presentable to guests. - Monitor and maintain cleanliness, sanitationand organization of assigned station and service areas.

Including Room Service, Restaurant service and Mini Bar serviceRoom Service: - Deliver food, drinks, silverware and condiments to guest rooms to fulfill guest orders. - Wheels the tray into the guest room with the guest's approval, sets up the table, opens platters and identifies each portion to the guests.- Excellent people skills in order to communicate politely and professionally with guests and determine whether guests have everything they need during their hotel stay.- Responsible for stocking supplies for orders Restaurant service (eCHo Breakfast Buffet)- Provide brilliant service to the guests by following the Marriott Brand Standard and sequence- Setting up the tables, buffet station. Hot/Cold Beverage services to the guests.Mini Bar- Provide guests with a fully-stocked and well-maintained mini-bar on a consistent basis throughout their stay. - Stock the mini-bar cart with the necessary items in order to maintain the par level on a daily basis.- Clean the mini-bars regularly and consistently. - Maintain a fully stocked inventory of all mini-bar items.