Assistant Manager - Guest Services

Department    : Event Services

Reports to      : Manager - Guest Services

Role Introduction

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

Key Responsibilities

• Assist in 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.

• Play a primary lead in developing briefing notes and handling administrative duties.

• Conduct comprehensive pre-event compliance assessments and guest service readiness assessments

• Oversee the installation of any necessary temporary signage and equipment.

• Support 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.

• Contribute to the development and updating the departmental policies and procedures manual.

• Conducting on-going in-service training for all employees.

• Identify and manage issues that arise during events to ensure excellent service to clients

• Assist in enforcing venue rules, policies, and procedures to ensure that clients and tenants are abiding by contractual obligations.

• Manage 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.

• Maintain professional, cooperative, and service focused manner with both external and internal clients of KTSP.

• Contribute to creating a culture of service excellence.

• Manage the found property and maintain a system to ensure all property is accounted for.

• Take account of equipment and uniform inventories for 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.

• Perform the ad hoc duties as required.

Requirements

• Bachelor's degree in Business Administration, Hotel & Hospitality Management, Event Management, or related disciplines.

• Minimum 4 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.

• 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.

• Demonstrate the ability to engage productively and with composure when interacting with agitated or emotionally-charged 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.