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    Mgr-Front Desk - Malaysia, Kuala Lumpur - Courtyard by Marriott

    Courtyard by Marriott
    Courtyard by Marriott Malaysia, Kuala Lumpur

    Found in: Foundit MY A2 - 3 days ago

    Default job background
    Full time
    Description
    职位编号

    工作类别 Rooms & Guest Services Operations

    地点 Courtyard by Marriott Kuala Lumpur South, 137, Jalan Puchong, Kuala Lumpur, Malaysia, Malaysia 在地图中查看

    编制 Full-Time

    远程申请 N

    重新安置 N

    职位类型 Management

    职位概述

    每日协助前厅部经理管理前厅部职能并监督员工。前厅区包括行李员/门卫、总机和客户服务/前台。指导并与经理和员工合作,执行确保高效入住和退房流程的程序。确保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);2 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;不要求工作经验。

    核心工作活动

    维护客户服务和前台目标

    • 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。
    • 处理投诉,解决纠纷,解决不满和冲突,或与他人进行协商。
    • 监督人员编制,确保宾客服务、运营需求和财务目标均得以满足。
    • 确保与员工进行经常性的持续沟通,以建立业务目标意识,传达期望,认可绩效并实现期望的结果。
    • 了解部门运营对酒店整体财务目标和宗旨的影响,并设法实现或超越目标。

    支持前台团队管理

    • 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。
    • 在前厅部经理或助理前厅部经理缺勤时,监督前厅部的所有区域。

    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。
    • 回应并处理客人的问题和投诉。
    • 为客户关系树立积极的榜样。
    • 授权员工提供卓越的客户服务。
    • 观察员工的服务行为并向个人提供反馈。
    • 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。
    • 确保员工了解客户服务的期望和因素。
    • 与客人互动并获得对产品质量和服务水准的反馈。
    • 在所有部门会议期间强调客人满意度,并专注于持续的改进。

    管理项目和政策

    • 实施客户认可/服务计划,传达并确保该流程。
    • 培训员工并监督遵循所有信贷政策和程序,以减少坏账和退款。
    • 监督当天的销售程序,最大限度地提高客房收入并控制酒店的入住率。
    • 监督前台日常轮班运作,并确保遵守所有政策、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。

    支持人力资源活动

    • 支持他人的发展需求,并指导、辅导或以其他方式帮助他人提升知识或技能。
    • 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。
    • 将关于员工满意度的问题提请部门经理和人力资源部注意。
    • 根据需要协助面试和聘用具备适当技能的团队成员。
    • 支持部门入职培训计划,让员工接受适当的新员工培训,以成功履行工作职责。
    • 参与员工渐进性惩处程序。

    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。
    • 在必要时履行前台的所有职责。
    • 在必要时,实行前台换班。
    • 开展部门会议并不断传达关于前台目标的明确一致信息,以实现期望的绩效。

    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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