Manager Of Customer Service Ming Luo

Figure 1 The Manager of customer service and housekeeping is answering our questions

Figure 1 The Manager of customer service and housekeeping is answering our questions
source: shot by our team




Manager Ming Luo originally was engaged in the entertainment industry, and later changed to the hotel industry due to comfortable work environment and personal interest.

1. What is your job content?

The main task is to control internal costs, management staff, adjust room type, and report to the boss. For example: We have different room types. Some have one bed or two small beds. We need to make adjustment according to occupancy situation. And, every morning, we will have a meeting to timely propose business improvement measures.

2. What are the benefits of this job?

The hotel provides lunch and dinner, 8 days off per month, staff lounge with shower, laundry service of staff uniforms, and discount of room fee for staffs.

Figure 2 Interview with customer service and housekeeping department

Figure 2 Interview with customer service and housekeeping department
source: shot by our team

3. If a housekeeper fails to clean a room properly, how do you deal with it?

We have team leaders who check each room. As a manager, I often check two or three rooms randomly. I will take checklist, tape, and mob to remove fingerprint or hair after checking.

Figure 3 Listen carefully and take notes

Figure 3 Listen carefully and take notes
source: shot by our team

4. Are you confident in your quality of service? Why?

Yes. Forte Hotel is a chain hotel with stable entrepreneurial culture and standard operating practices. Employees can adapt to their work with regulations or systems. We can provide basic level or fixed level of service. For a new chain hotel, we will keep on exploring.Thus, managers are confident in Forte Hotel's services.

Postscript

It took several people to check one room. After a housekeeper finished tidying up, a team leader and a manager would also check it with tape and mob to make sure it was clean. We can see that Forte Hotel is very careful about its room inspection and endeavors to present its best side to customers.Because of their serious attitude, no wonder the manager is confident in the quality of service.