Job Description
At Regent, our mission is to elevate our guests above the noise of the everydaya commitment made possible through the thoughtful management and seamless connection of our service processes.
As Regent Service Manager, you oversee the daily operations of the Regent Service Center, ensuring that all guest inquiries and requests are handled promptly, efficiently, and in a manner that consistently exceeds expectations. You drive guest satisfaction by leading a team that delivers professional, timely, and personalized service.
You uphold the highest standards of telephone etiquette and ensure that all team members embody the Regent brand values, Service Behaviours, and adhere to both resort and IHG policies. You are committed to developing a knowledgeable team with exceptional communication skills, technical proficiency, and strong problem-resolution capabilities.
Should issues arise, you address them with care, discretion, and professionalism, ensuring every guest feels heard and valued. As the heart of the resort's internal communication, you have a deep understanding of service procedures and the operational connections between departments.
In collaboration with the QCI Manager, you analyze service logs and request breakdown reports to optimize procedures and identify key focus areas for improvement. You build strong cross-departmental relationships and ensure clear, consistent communication across all functions to support smooth and effective operations.
You lead and develop your team through regular check-ins, ongoing training, and active involvement in achieving the resort's goals. You ensure that every team member understands their responsibilities, as well as both individual and company objectivesempowering them to contribute meaningfully to the overall guest experience.
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