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房务总监 Director of Rooms

2 months ago

Shanghai, Shanghai, China Hilton Full time

职位描述:

  • 监督和抽查工作质量。
  • 确保将偏好垫中的信息键入数据库,并向一线团队成员推广使用。
  • 制定并实施客人认可计划。
  • 在前台服务经理的帮助下制定策略,以加强对客人的认可。
  • 言行一致,成为取悦客户的榜样。
  • 表彰团队成员出色地提供客户服务。
  • 让客人能够看到和接近,并完成所有要求。
  • 有效利用客人档案,始终如一地提供客人偏好。
  • 与常客保持良好的关系和善意。
  • 实践并促进客人投诉情况的有效及时恢复。
  • 始终满足并超越客户的期望。
  • 确保始终如一地提供所有便利设施,并保持和提供标准。
  • 定期进行质量检查。
  • 确保所有部门经理与各自部门有效沟通SALT结果。
  • 全面了解客人可享受的套餐和促销活动。
  • 协助商业发展部开展客户忠诚度促销活动。
  • 在团队成员之间沟通并发展营销计划方面的高水平能力和知识。
  • 创造新的创收来源。
  • 全年积极面试和招聘个人。
  • 聘用应聘者的依据是态度和热情,而不是技术能力。
  • 实施和管理部门的结构化培训计划。
  • 协助和支持部门培训协调员履行职责。
  • 根据部门需求确定并实施培训。
  • 确定每位经理和团队成员的职业目标。

Position Summary:

  • Monitor and spot check quality of work.
  • Ensure that information from preference pads are keyed into the database and promote their use to line team members.
  • Develop and implement the guest recognition program.
  • Develop strategies with the help of the Front Office Service Manager to strengthen guest recognition.
  • Walk the talk and be a role model in delighting customers.
  • Recognize team members for outstanding delivery of customer service.
  • Be visible and accessible to guests and follow through with all requests.
  • Effective utilization of guest profiles and consistent delivery of guest preferences.
  • Maintain strong relationship and goodwill with regular guests.
  • Practice and promote effective and timely recovery of guest complaint situations.
  • Always meet and exceed customer expectations.
  • Ensure that all amenities are delivered consistently and standards are maintained and delivered.
  • Conduct quality checks on a regular basis.
  • Ensure that all section managers are effectively communicating the SALT results with their respective departments.
  • Full knowledge of packages and promotions available to guests.
  • Assist Commercial Development in developing customer loyalty promotions.
  • Communicate and develop a high level of competency and knowledge in marketing programs amongst team members.
  • Generate new revenue producing sources.
  • Actively interview and recruit individuals throughout the year.
  • Hire candidates based on attitude and enthusiasm rather than on technical competencies.
  • Implement and manage structured training programs for the department.
  • Assist and support the Divisional Training Coordinator in his / her duties.
  • Identify and implement training based on departmental needs.

岗位要求:

  • 至少2年国际级同岗位工作经验。
  • 熟悉计算机系统。
  • 流利的英语口语和书面表达。
  • 良好的沟通、组织和协调能力。
  • 有上进心的团队建设者,有强烈的责任感和自我激励。
  • 能够在巨大的身体和精神压力下工作。
  • 能够与团队成员保持良好的关系。
  • 能够灵活工作时间。

Job requirements:

  • At least 2 years of international level work experience in the same position
  • Familiar with computer system.
  • Fluent in verbal and written English.
  • Good communication, organization and coordination skills.
  • Motivated team builder with a strong sense of responsibility and self-motivation.
  • Able to work under great physical and mental pressures.
  • Able to maintain excellent relations with team members.
  • Able to work flexible hours.

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