Guest Services Manager

Department : Event Services

Reports to : Head of Events Operations

Role Introduction

The Guest Services Manager is responsible for developing and executing the guest service program at KTSP. They will be responsible for hiring, training, and monitoring team members and ensuring guests, clients, and employees of the KTSPL receive World Class Service upon every visit. This role is responsible for the performance and conduct of all guest service employees who are assigned to various shifts, assignments, and events.

Key functional areas the role will be involved with are;

• Corporate Hospitality
• Premium Products
• Events
• Ticketing
• Problem resolutions and complaints
• Surveys and performance assessment
• Recruitment
• Training

Key Responsibilities

• Responsible for developing, implementing, and executing guest service-related programs, including but not limited to the event planning and delivery, day-of-event communication, wayfinding plan, event related budgeting daily check-in with event security contractor and other stakeholders.
• Manage the hiring, training, and monitoring of the performance & conduct of all guest service team members while ensuring team members meet the high brand standards of the KTSP at each event/program.
• Responsible for developing and updating the departmental policies and procedures manual.
• Conducting on-going in-service training for all employees.
• Identifies and manages issues during events to ensure excellent service to clients
• Assists in enforcing venue rules, policies, and procedures to ensure that clients and tenants are abiding by contractual obligations.
• The scheduling and rostering of staff and guest service workflows.
• Analyse statistics, complete research and provide recommendations to enhance the guest experience.
• Investigate and respond to any customer complaints.
• Must work in a professional, cooperative, and service focused manner with both external and internal clients of KTSP.
• Nurture relationships with all staff and partners to create a culture of service excellence.
• Manage the found property and maintain a system to ensure all property is accounted for.
• Manage equipment and uniform inventories for both the Guest Services department.
• Assist in management of wheelchair inventory and distribution for our guests.
• Track venue performance and action as it relates to guest service experiences.
• Prepares accurate and relevant reports reflecting attendee/visitor impressions and feedback.
• Other duties and projects assigned.
• Perform the ad hoc duties as required.

Requirements

• Bachelors degree in Business Administration, Hotel & Hospitality Management, Event Management, or related disciplines.
• Minimum 5 years of relevant experience in Event planning, preferably in a major sport, entertainment, or multi-purpose venue.
• Work experience in the hospitality and/or convention facility is preferred.
• Must exhibit leadership qualities, motivate staff & lead by example.
• Apply the skills to maintain good business relations with employees, guests, clients, and service providers.
• Apply the skills to effectively manage crisis and work under pressure without loss of composure.
• Must interact effectively and calmly with angry or emotional guests, clients, and employees.
• Ability to create, implement and present training materials and programs to all KTSP employees.
• Working knowledge of CRM systems.
• Proficient in Microsoft Word, Excel, PowerPoint, and Chinese word processing.
• Good command of both English and Chinese in speaking and writing required.
• Flexibility to work on weekends or outside of regular office hours when necessary.

Full-time

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications unsuccessful.