Resident Manager 驻店经理

5 months ago

Dongguan Shi, China Marriott International Full time


职位概述

发挥房务战略业务负责人的职能，并在总经理缺勤时代为行事。责任范围包括前厅部、零售/礼品店、娱乐/健身中心、客房部和安全/防损部。负责监督部门战略的制定和实施，并确保实施品牌服务战略和品牌举措。该职位确保房务满足品牌的目标客户需求，确保员工满意度，并致力于增加收入和最大限度提升部门的财务绩效。开发和实施全酒店战略，提供能满足或超越品牌的目标客户和员工之需求和期望的产品和服务，并实现投资回报。

求职者个人资料

教育和经验要求

• 在经认可的大学取得工商管理、酒店和餐厅管理或相关专业的两年制学位；4 年宾客服务、前台、客房部、销售与营销、管理运营或相关专业领域工作经验。

或者

• 工商管理、酒店和餐厅管理或相关专业四年制学士学位；2 年宾客服务、前台、客房部、销售与营销、管理运营或相关专业领域工作经验。

核心工作活动

管理酒店运营

• 与客房管理团队合作，制定符合品牌业务战略​​的运营战略并领导其执行。

• 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。

• 评估运营团队是否满足服务需求并向运营团队提供反馈。

• 与工程部和客房部参与公共空间检查，确保客房、公共空间和后场区域得到良好的维护，且制定了预防性维护流程。

• 定期巡查建筑，与员工和客人交谈，以了解业务需求并评估运营机会。

• 与领导团队审查评论卡的结果和客人满意度结果，并确保采取适当的纠正措施。

• 与团队一起制定可持续的工作流程和系统，以支持战略的实施。

• 审查报告和财务报表，以确定房务销售业绩与预算情况。

• 就部门目标传达清晰一致的信息，以产生预期的成效。

领导运营团队

• 确保员工受到公平、公正的对待。

• 庆祝成功并公开表彰团队成员的贡献。

• 培养员工提供卓越服务的承诺，参加日常站会，并在与客人和员工的所有互动中以身作则，表现出所需的服务行为。

• 制定并执行必要的决策，推动酒店实现目标。

管理与酒店利益相关者的关系

• 参加业主会议并提供房务和财务业绩的解释或背景。

• 作为业务合作伙伴与业主建立关系，并支持总经理与业主之间的关系。

管理盈利能力

• 指导和支持运营团队有效管理入住率、房价、工资和可控开销。

• 与直属下属合作，确定受关注的方面，并确立改善部门财务业绩的方法。

• 领导房务成本控制工作，包括在必要时进行组织重组。

• 专注于维持利润率，而不影响客人或员工的满意度。

• 确定业务成功的关键驱动因素，并让房务领导专注于实现成效的少数关键性方面。

管理宾客体验

• 在所有客房和餐饮区营造出满足或超越客人期望的氛围。

• 捍卫品牌的产品和服务交付服务愿景，并确保房务领导团队协调一致。

• 确保服务策略的核心要素准备就绪，以实现预期的结果。

• 与直属下属和整个房务团队建立并维持开放的合作关系。确保直属下属在他们的团队中也这样做。

• 定期与客户互动，以获得关于产品质量、服务水准和总体满意度的反馈意见。

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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