Magic Manager

2 months ago

กรงเทพมหานคร, Thailand Hilton Full time

Magic Manager (Operator) - Pre Opening Team

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Operator Manager organizes and coordinates the services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.

**What will I be doing?**

As the Operator Manager, you will be responsible for performing the following tasks to the highest standards:

- Actively seek verbal feedback from customers and team members at every opportunity.
- Agree on and implement actions to make improvements to customer service.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Positively deal with and learn from customer complaints and comments with follow-up and feedback to the related Front Office Manager / Assistant Front Office Manager.
- Handle complaint promptly and efficiently, taking the necessary action, and informing the Guest Service Manager to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolutions (service recovery).
- Maintain guest histories to assist with returning guests.
- Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
- Be available to assist on duty in the hotels during any busy days or special events.
- Be proactive towards customers, assisting them with any reasonable requests, training all team members to see these things before customers ask.
- Handle all internal and external guest enquiries promptly with mínimal delay, directing them to the correct parties with which they wish to speak and providing information where necessary.
- Effectively manage all hotel communications, telephone calls, fax, mails, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
- Ensure that all team members provide on time wake-up call services to hotel guests.
- Handle all messages in a private and confidential manner, ensuring privacy for guests and that the messages are received and delivered clearly, accurately and in a timely manner.
- Lead the Communication Centre, monitoring performance, providing guidance and making decisions.
- Ensure consistency of standards throughout the operation by adhering to Hilton brand standards.
- Have detailed knowledge of Hilton departmental standards, explaining the standards to the team.
- Run the Communication Centre as the MAGIC Centre according to brand standards.
- Familiar with operating the telephone, FCS, OnQ PM and Micros system.
- Assess team members’ performance against standards, monitoring standards through regular standards review checks.
- Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implement and follow through with improvements identified.
- Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions, etc.).
- Coordinate with Housekeeping and Engineering department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
- Communicate effectively with the F&B and Kitchen teams to ensure in-room dining quality and effectiveness.
- Be completely familiar with all emergency procedures and the fire system, ensuring that all Communication Centre team members are familiar with the procedures too.
- Describe, assign and delegate duties and authority for the operation of the department at all times.
- Understand the situation in other departments and their implications for your own department.
- Plan ahead and ensure adequate resources are available.
- Ensure the shift is reviewed, and handovers and briefings are carried out.
- Maintain in-depth technical knowledge and skills required for the job.
- Maintain guest histories to assist with returning guests.
- Attend and participate in regular operational and hotel meetings.
- Understand the goals of the ho

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