Mgr-Front Office II
4 months ago
职位概述
对所有前厅部职能和人员负责。责任范围包括行李员、总机操作、宾客服务/前台和零售/礼品店(如适用)。作为部门主管,负责指导并与经理和员工合作,成功执行所有前厅部业务,包括客人抵达和离店程序。努力不断提高客人和员工的满意度,并最大限度地提高部门的财务业绩。
求职者个人资料
教育和经验要求
• 高中文凭或高中同等学历 (GED);4 年宾客服务、前台或相关专业领域工作经验。
或者
• 在经认可的大学取得酒店及餐厅管理、酒店管理、工商管理或相关专业的两年制学位;2 年宾客服务、前台或相关专业领域工作经验。
核心工作活动
领导客户服务团队
• 利用人际关系和沟通技巧来引导、影响和鼓励他人;倡导健全的财务/业务决策;表现出诚实/正直;以身作则。
• 鼓励和建立团队成员之间的相互信任、尊重和合作。
• 树立榜样,示范适当的行为。
• 监督和管理员工。管理所有日常运营。充分了解员工的职位,以便在员工缺勤时履行职责。
• 与员工建立和保持开放的协作关系,并确保员工在团队内部也这样做。
• 确保员工在各责任领域中获得认可。
• 根据每个职位的工作描述,传达绩效预期并监督进度。
• 庆祝成功并公开表彰团队成员的贡献。
维护客户服务和前台目标
• 实现和超越目标,包括绩效目标、预算目标和团队目标等。
• 管理日常运营,确保质量和标准,且每天满足客户的期望。
• 制定具体的目标和计划,以便优先考虑、组织和完成工作。
• 让前厅部团队专注于业务的关键组成部分,以推动客户满意度和理想的财务业绩。
• 开展部门会议并不断传达关于前厅部目标的明确一致信息,以产生期望的绩效。
• 审核人员编制,确保宾客服务、运营需求和财务目标均得以满足。
• 了解前厅部业务对客房区域和酒店总体财务目标的影响。
• 管理部门可控开支以实现或超越预算目标。
管理项目和政策
• 确保遵守所有前厅部政策、标准和程序。
• 确保酒店政策被公平一致地执行,根据标准和当地运作程序(SOP 和 LSOP)完成惩戒程序和文件,并支持同事评议流程。
确保卓越的客户服务
• 提供超越预期的服务,实现客户满意并保留客人。
• 通过沟通和协助个人了解客人需求,并在需要时提供指导、反馈和个人辅导,改善服务质量。
• 监督和管理员工。管理所有日常运营。充分了解员工的职位,以便在员工缺勤时履行职责。
• 充当前厅部的“服务支持者”,为客户关系营造积极的氛围。
• 表现出宾客接待方面的领导力,体现卓越的客户服务,并为客户关系营造积极的氛围。
• 努力改善服务表现。
• 授权员工提供卓越的客户服务。
• 确保所有前厅区域均拥有有利于总体宾客体验的氛围。
• 审查评论卡、客人满意度结果和其他数据,以确定改善的方面。
• 回应并处理客人的问题和投诉。
• 观察员工的服务行为并向个人和/或经理提供反馈。
管理和开展人力资源活动
• 识别他人的发展需求,并指导、辅导或以其他方式帮助他人提升知识或技能。
• 为下属提供指导和指示,包括设定绩效标准和监督绩效。
• 制定具有挑战性的、现实的和可实现的目标,以指导运营和绩效。
• 征求员工反馈意见,采用“门户开放”政策,并审查员工满意度结果,以确定和解决员工的问题或疑虑。
• 确保员工受到公平、公正的对待。
• 管理前厅部人员的员工渐进性惩处程序。
• 执行直接上级经理的绩效考核流程。
• 面试和聘用具备适当技能的经理和时薪制团队成员,并及时满足业务运营需求。
其他责任
• 通过电话、书面形式、电子邮件或亲自向主管、同事和下属提供信息。
• 分析信息和评估结果,以选择最佳解决方案并解决问题。
• 及时向高管、同事和下属通知和/或更新相关信息。
• 识别和分析前厅部的运营挑战,并促进制定解决方案以防止再次发生。
万豪国际给予所有应聘者公平机会。我们始终坚持打造多元化的员工团队,秉承包容、以人为本的文化。我们绝不歧视任何受保护人群,例如残疾和退伍军人,或适用法律规定的任何其他群体。
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