+ You oversee the daily operation of Regent Service Center, while making sure that the service level is prompt, efficient and exceeding guests expectations.
+ You drive guest satisfaction through professional response to the inquiries and requests handling.
+ Ensure that the team follows high standards of telephone etiquette and lives up to Regent brand standards, Service Behaviours and resort’s and IHG policies.
+ You ensure that the team is knowledgable, acquires exceptionl communication, high technical and problem resolution skills. If occurred, handle guests issues with most care and professionalism.
+ As a heart of the resort, you deeply understand internal service procedures and operating connection between departments.
+ Working together with QCI manager, you analyse Regent Service logs, service request breakdown report in order to optimize service procedures and indicate areas of focus.
+ Be proficient in using softwares and equipments that include but are not...