The Hongkong and Shanghai Hotels, Limited

Manager

• Ensure the Reservations team follows company guidelines
• Guide and educate the Reservations team to maximize efficiency, competency, and service performance
• Handle administration, staff scheduling, and training for all reservations staff
• Submit monthly reports on time with required information
• Monitor service standards, including abandoned calls
• Apply company brand and style standards to ensure courteous and efficient service
• Exceed guest expectations for accommodation and service in keeping with Peninsula Service Principles
• Monitor group bookings and related emails, faxes, and correspondence
• Develop and implement written procedures for Reservations
• Perform other duties and lead projects assigned by the Reservations Manager
• Address guest complaints warmly and resolve issues in a timely manner

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Assistant Manager – Reservations