Core Supervisor

Job description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Four Seasons Hotel Shenzhen is ideally located in the heart of the commercial district of Futian, across the Shenzhen Conference & Exhibition Center and a short walk from the Civic Center which houses the city’s Municipal Hall and Museum as well as near the famed Shenzhen Concert Hall and Library. The Hotel is surrounded by 3 modern shopping malls and is a few steps away from the subway metro station and 10-minute drive to 2 Hong Kong borders of Huanggang and Futian. Built along contemporary lines, the Hotel features 266 rooms inclusive of 32 suites, a Club Lounge, Business Centre, 4 food and beverage outlets, and a grand ballroom with 5 other function venues plus a unique outdoor multilevel Terraces. About the location: Four Seasons Hotel Shenzhen is ideally located in the heart of the commercial district of Futian, across the Shenzhen Conference & Exhibition Center and a short walk from the Civic Center which houses the city’s Municipal Hall and Museum as well as near the famed Shenzhen Concert Hall and Library. The Hotel is surrounded by 3 modern shopping malls and is a few steps away from the subway metro station and 10-minute drive to 2 Hong Kong borders of Huanggang and Futian. Built along contemporary lines, the Hotel features 266 rooms inclusive of 32 suites, a Club Lounge, Business Centre, 4 food and beverage outlets, and a grand ballroom with 5 other function venues plus a unique outdoor multilevel Terraces. SUMMARY OF POSITION The Core Supervisor is responsible for answering and directing phone calls, pages, email requests and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons‘s policies. Understanding and applying the principles of occupancy and rate to achieve maximum revenue. Coaching and training of the Core GRO and trainee, supervises them to ensure that hotel policies and procedures are followed. Monitor the performance of Core staff including call conversion and quality of the calls, controlling the abandoned calls ratio. Implementing the upsell program, enhancing the selling techniques and completing the upsell goal. 预订与通讯中心主管以高效、礼貌和专业的方式接听和引导电话、网页、邮件请求和传真，在遵守四季酒店所有政策的同时，最大限度地提高客户满意度。能理解并应用具体收益原则，实现酒店收益达标。负责预订与通讯中心员工和实习生的指导和培训，确保酒店政策和程序的有效执行。考核预订通讯部员工绩效，包括保障来电接听质量，避免遗漏电话。实现房间升级销售目标。 PREFERRED KNOWLEDGE / QUALIFICATIONS To work as part of the team in your department and with all staff throughout the hotel. May receive direction from other departments in order to meet guest’s expectations. 作为所在部门团队的一员，与整个酒店的所有员工合作。接受其他部门的指导，以满足客人的期望 To complete the staff roster, arranging holidays and completing the weekly time sheets ensuring maximum coverage according to the needs of business and handling labor forecasts. 制订月度考勤，能基于生意需求有效合理安排人员配置。 To allocate duties and delegate work within the department continuously monitoring the progress and ensuring that all work is kept up to date. Monitors staff’s performance all throughout, document both positive and negative performance indicators in preparation for the formal performance review. 合理分配资源，并及时监督调整。始终关注员工的工作表现，记录所有积极和消极的表现，为正式评估做准备。 WHAT WE OFFER Competitive Salary, wages, and a comprehensive benefits package. 具有竞争力的薪酬、工资和全面的福利待遇 Excellent Training and Development opportunities. 优秀的培训和发展机会 Complimentary Accommodation at other Four Seasons Hotels and Resort. 全球任何四季酒店的员工折扣 Complimentary Dry Cleaning for Employee Uniforms. 免费干洗员工制服 Complimentary Employee Meals. 免费员工餐 Complimentary Employee Dormitory. 免费员工宿舍 Complimentary Employee Shuttle Bus. 免费员工班车 SCHEDULE & HOURS Forty hours over a five day period; scheduled days and times may vary based on need. 5天内工作40小时；计划的日期和时间可能会根据需要而变化。/VE