Marriott 职业

Guest Service Manager 宾客服务经理

西安, 中国
客房和宾客服务运营


 

职位发布 Mar 14, 2019
职位编号 19000ROF
工作类别 客房和宾客服务运营
地点 Renaissance Xi'an Hotel, No 355 Huixin Road, 西安, Shaanxi, 中国 在地图中查看
品牌 Renaissance Hotels
编制 全职
职位类型 非管理人员/小时工

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SPECIFIC DUTIES 工作任務 :

 

l  Responsible for the smooth, efficient and professional operation of all front office areas. Ensure good communications among departments.

确保前厅区域的工作能够顺利、高效、专业地运作。确保各部门间的良好沟通。

 

l  Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.

确保能够遵守所有的规章流程和法规。定期管理审计帐目,如果出现什么不合法的现象要与会计及时沟通,适合的时候也可以与领导及顾问联系。

 

l  Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee

很好地遵循登记入住及退房流程。严格遵守银行支取流程和现金处理流程。熟悉销售策略,确保“最优惠价格保证”。

 

l  Ensure Confidentiality of User Log-ons. Ensure that Front Desk users are logged out when leaving the area.

对计算机用户登陆(程序)要保密,离开前台时,要确保已退出登陆。

 

l  Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis.

负责房控员日常工作的完成及核对,每天正确地标注出锁过的房间。

 

l  Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required.

负责客户关系工作区域的员工培训及新员工的招聘。确保日常培训中应该包括技能培训、礼仪、沟通培训、管理培训以及组织技能的培训。每天需培训15分钟。

 

l  Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/rewards/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program.

确保客人及员工识别系统能够正常运行,满足回头客的特殊要求。带领前台员工坚持工作,并确保客人在酒店能过得愉快。建立回头客、回馈客人、VIP客人识别系统,能够促使并领导前台员工加入销售体系。

 

l  Directly responsible for Marriott Rewards Sign-up program. Responsible of establishing the game plan; ensure rewards sign- up rates and activation rates meets brand goal.

直接负责万豪礼赏会员注册,并设立礼赏会员注册奖励计划,确保礼赏会员注册率和活动率达到集团目标。

 

l  Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule.

根据预算有效控制成本,确保已经建立了能够掌握成本和工作小时的控制体系。能够有效地制定出部门计划表。

 

l  Initiates additional tasks to improve existing procedures and guest satisfaction.

完成额外的工作任务,以提高现有的工作速度及客户满意度。

 

l  Resolves system problems and can operate the system manually. Can lead the staff through a down time.

能够解决系统问题并操作该系统。能够领导员工坚持工作。


职位概述
 
     回应客人的任何问题,并跟进客人以确保他们的请求得到令人满意的解决。接受并确认预订和取消。为客人提供有关酒店设施、服务、客房特色,以及当地景点和活动的信息。通过安排或确定适当的供应商,回应客人的特殊安排或服务请求(例如,水疗服务、交通服务、宗教服务、临时保姆、金融服务、商务中心服务、口译服务、预订、干洗、娱乐/体育赛事、购物)。在必要时联系相应的个人或部门,以解决客人的请求。与管理层合作提出和执行想法和程序,并设定不断提高部门绩效的目标。分配并确保工作任务按时完成,且符合适当的质量标准。
 
     遵守公司的所有政策和程序;确保制服和个人仪表整洁而专业;维护专有信息的机密性;保护公司资产;保护客人和同事的隐私与安全。根据公司的标准,欢迎和答谢所有客人;预期并满足客人的服务需求;为残障人士提供协助;感谢客人的真诚赞赏。使用清晰专业的语言与他人交谈;准确完整地编写和审核书面文件;采用适当的礼仪接听电话。与他人建立和保持积极的工作关系;支持团队达成共同目标;倾听并适当回应其他员工的问题。确保遵守质量预期和标准;识别、推荐、开发和实施提升组织效率、工作效率、质量、安全和/或成本节约的新方法。在没有他人协助的情况下,移动、举起、携带、推动、拉动和放置重量不超过 10 磅 (4.54 kg) 的物体。履行主管要求的其他合理的工作职责。
 
 
万豪国际秉承机会均等、一视同仁的招聘原则,致力于建设多样化的员工队伍,营造包罗万象的企业文化。



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