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5 months ago
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Service Excellence Manager


Shangri-La Hotel at The Shard
Location: London
Job type: Permanent
Sector: Management
Category: General Manager Jobs
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It takes a very special kind of person to work at Shangri-La: someone with an eye for detail and the skills to perform. Someone with an attitude to deliver and a passion to delight.

We are diverse, warm and caring but also demanding, dynamic and innovative.

As with every property in the group, Shangri-La Hotel, At The Shard, London, will operate on a simple yet powerful philosophy of Shangri-La hospitality from warm, caring people.

The uniquely Asian view of service at this luxury hotel in London embodies the core values of respect, helpfulness, courtesy, sincerity and humility. These qualities have been the cornerstone of the Shangri-La success.

We currently have a vacancy for a Service Excellence Manager joining our team.

Purpose of this role?

Reporting to the Executive Assistant Manager – Rooms, the Service Excellence Manager will champion all Quality and Service Improvement Initiatives throughout the entire hotel! With your support and training, you will be able to ensure the hotel achieves top results on Forbes, Fine Hotels and Resorts and AA Mystery Shops. You will be able to clearly identify procedural, technical and tangible improvements linking these to fun and engaging training activities in order to improve key service performance indicators, supporting and partnering with the HR team when needed. Working with the Payroll and Productivity Manager, you will deliver on productivity targets whilst ensuring service levels are enhanced. To work closely with Department and Division heads in a supportive way enabling them to delight both internal and external customers.

Who are you?

You will be a strong communicator and leader who has gained the required skills through significant experience of operating in a hotel environment. You will be a doer, a collaborator, self-motivated and have a natural drive and ability to implement and ensure key strategies are in place to enable us to achieve our service goals.

You will be a natural communicator, coach and trainer who is passionate about working together with leaders and colleagues at all levels of the organization to ensure competency, commitment and compliance with service excellence programs and initiatives. You will be creative and customer focused, able to meet deadlines in a fast-paced environment. You won’t get fazed easily and will have a good degree of resiliency.

In order to be successful in this role, as noted previously, you must have a complete understanding all hotel operations and naturally build and maintain strong relationships with both line level colleagues and senior leaders. Additional responsibilities include delivering change that sits in the implementation pipeline both tactically and strategically so you must have a sound balance of creativity and practicality to deliver at an operational ‘hand-on’ level. It won’t be an easy job but we promise you- it’ll be worth it as you will function at the heart of our hotel operation!

Core Competencies:

* Training & Development

* Guest Loyalty

* Quality improvement

* Labour Productivity

* Office Administration

* Corporate Social Responsibility

* Health & Safety

Our proposition to you

In addition to a competitive compensation package, we believe that with the right attitude, anything is possible at Shangri-La and we will invest heavily in your training, offering a variety of programmes for all levels, as well as our own training school, the Shangri-La Academy.

Our aim is always to keep and reward the very best. So each year we fill most of the company’s management positions via internal promotions and transfers and with over 50 projects in development around the world, the opportunities are endless.

We also recognize our responsibility to society and to the environment, and have developed policies and practises which make a real difference.

If you wish to be considered for this role, please send us your CV together with a cover letter which must include the following:

* salary expectations

* a brief overview of the reasons why you wish to join Shangri-La Hotel At The Shard

* specific details of your current entitlement to take up employment in the UK

Please note that all applicants must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility will be required from all candidates

[Not translated in selected language]
It takes a very special kind of person to work at Shangri-La: someone with an eye for detail and the skills to perform. Someone with an attitude to deliver and a passion to delight.

We are diverse, warm and caring but also demanding, dynamic and innovative.

As with every property in the group, Shangri-La Hotel, At The Shard, London, will operate on a simple yet powerful philosophy of Shangri-La hospitality from warm, caring people.

The uniquely Asian view of service at this luxury hotel in London embodies the core values of respect, helpfulness, courtesy, sincerity and humility. These qualities have been the cornerstone of the Shangri-La success.

We currently have a vacancy for a Service Excellence Manager joining our team.

Purpose of this role?

Reporting to the Executive Assistant Manager – Rooms, the Service Excellence Manager will champion all Quality and Service Improvement Initiatives throughout the entire hotel! With your support and training, you will be able to ensure the hotel achieves top results on Forbes, Fine Hotels and Resorts and AA Mystery Shops. You will be able to clearly identify procedural, technical and tangible improvements linking these to fun and engaging training activities in order to improve key service performance indicators, supporting and partnering with the HR team when needed. Working with the Payroll and Productivity Manager, you will deliver on productivity targets whilst ensuring service levels are enhanced. To work closely with Department and Division heads in a supportive way enabling them to delight both internal and external customers.

Who are you?

You will be a strong communicator and leader who has gained the required skills through significant experience of operating in a hotel environment. You will be a doer, a collaborator, self-motivated and have a natural drive and ability to implement and ensure key strategies are in place to enable us to achieve our service goals.

You will be a natural communicator, coach and trainer who is passionate about working together with leaders and colleagues at all levels of the organization to ensure competency, commitment and compliance with service excellence programs and initiatives. You will be creative and customer focused, able to meet deadlines in a fast-paced environment. You won’t get fazed easily and will have a good degree of resiliency.

In order to be successful in this role, as noted previously, you must have a complete understanding all hotel operations and naturally build and maintain strong relationships with both line level colleagues and senior leaders. Additional responsibilities include delivering change that sits in the implementation pipeline both tactically and strategically so you must have a sound balance of creativity and practicality to deliver at an operational ‘hand-on’ level. It won’t be an easy job but we promise you- it’ll be worth it as you will function at the heart of our hotel operation!

Core Competencies:

* Training & Development

* Guest Loyalty

* Quality improvement

* Labour Productivity

* Office Administration

* Corporate Social Responsibility

* Health & Safety

Our proposition to you

In addition to a competitive compensation package, we believe that with the right attitude, anything is possible at Shangri-La and we will invest heavily in your training, offering a variety of programmes for all levels, as well as our own training school, the Shangri-La Academy.

Our aim is always to keep and reward the very best. So each year we fill most of the company’s management positions via internal promotions and transfers and with over 50 projects in development around the world, the opportunities are endless.

We also recognize our responsibility to society and to the environment, and have developed policies and practises which make a real difference.

If you wish to be considered for this role, please send us your CV together with a cover letter which must include the following:

* salary expectations

* a brief overview of the reasons why you wish to join Shangri-La Hotel At The Shard

* specific details of your current entitlement to take up employment in the UK

Please note that all applicants must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility will be required from all candidates

[Not translated in selected language]
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