POSITION SUMMARY:
In accordance with the policies, procedures, and standards of Melco Resorts Leisure (PHP) Corporation, the Guest Logistics Manager is responsible to oversee and manage the efficiency of Limousine, Guest Shuttle Service, Valet and Car Park Operations. He/She ensures continuous improvement of quality service for both internal and external customers. He/She will also be responsible for the overall fleet management and maintenance of our transportation assets.
PRIMARY RESPONSIBILITIES:
• Monitors performance of the business unit and constantly devise methods to continuously improve services.
• Formulates workflows and Standard Operating Procedures (SOP)to improve the operations based on the business unit’s and company’s objectives.
• Continually looks to improve departmental procedures to increase efficiency, productivity and improve service to guests.
• Formulates key performance indicator of Assistant Manager and monitors staff performance. Decides on appropriate sanction for every company violation based on investigation result.
• Forecasts annual budget based on forecasted expenditures of the unit including making recommendations for the CapEx plan and executing it once approved. Monitors revenue and expenditures. Observes that expenses are within the allocated budget of the unit.
• Maintains and recommends manpower sufficient for the smooth flow of services.
• Studies and surveys potential shuttle pick up locations and establishes new business partnership with future business clients.
• Maintains current tie-ups with clients (e,g SM Malls and PITX) for the continuity of current shuttle pick up points.
• Analyses demand and current utilization of limousine vehicles and formulates recommendation if increase or decrease of the current fleet is necessary.
• Builds and maintains good relations with the airport personnel, airline staff and other supporting services at the airport.
• Regularly coordinates with third party providers and business partners regarding development or update in the operations (limousine, shuttle service, airport service and manpower agencies for drivers). Maintains good relationship with outside vendors making sure staff, vehicles, and provided services are at the highest possible standard while taking swift and impactful steps to ensure that is consistent.
• Checks and ensure smooth and efficient operation in Limousine and Valet service and colleagues’ shuttle service.
• Ensures that vehicles servicing both internal and external customers are inspected, wellmaintained, clean and in good condition to ensure safety and comfort of guests.
• Handles guest complaints, conducts investigation and recommends sound solution and/or takes course of action to close the incident.
• Responsible for the recruitment, training, and evaluation of staff and liaising it with Human Resources
• Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
• Ensures and maintains confidentiality of all guest’s information and pertinent hotel data.
• To fully understand, maintain and/or improve and proactively seek out the Forbes Five-Star rating of the property.
• Adhere to all Forbes standards and all company guidelines, standard operating procedures, and trainings.
• Participates in the Company’s Corporate Social Responsibility program.
• Maintains good relations with other business units.
• Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues.
• Other tasks as may be required by the Immediate Superior.
• Ensures that guests are charged the correct amount/billing.
• Remains knowledgeable of all emergency procedures and ensures that staff are well trained and complies with it.
• Ensures that the working environment complies with the maximum standard of safety.
• Represents the Transportation and Valet department in Department Head meetings.
• Ensures that Kaizen program and initiatives are implemented and adhered to.
KEY PERFORMANCE INDICATORS:
• Achieve at least 85% Forbes rated audit if mystery shopper avails of limousine service.
• Increase Transportation and Valet revenue by 20% annually for its cash transactions,
• Should participate in at least 2 Community Social Responsibility that is company initiated.
QUALIFICATIONS:
I. Experience
3 – 5 years of managerial experience in Transportation and Valet services.Preferably with work experience in a Hotel Industry is an advantage.II. Education
College Graduate
III. Skills / Competencies
Excellent written and oral communication skillsGood leadership and decision-making skillsExcellent Customer service skillsCapable of handling multi-faceted projects and can work under pressure.A team player who values teamwork. Have a good team building skillsIs able to communicate effectively with all levels of colleagues.Develop staff and encourages innovation.Good training skills, able to facilitate at all levels.Excellent interpersonal skills.Demonstrated a high standard of customer service.Clearly understands the strategic vision of the Company and how it impacts on theBusiness Unit/function.Ability to work under pressure.IV. Other Attributes
Work independently and self-motivatedAttention to detailsPleasant and pleasing personalPhysically fit and can perform the role with good health conditionArticulate and has extensive communication skillsWith Initiative and flexible in working conditions and decision making.Committed to professionalismAble to Lead and motivates the team