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天津万丽泰达酒店及会议中心

职位:客户服务中心经理Delighted To Serve Manager
  • 职位性质:全职
  • 工作地区:天津市塘沽区
  • 招聘人数:1人
  • 学  历:本科
  • 工作经验:5年以上
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:不限
  • 计算机能力:精通
  • 语言要求:英语(精通)
  • 性别要求:不限
  • 婚姻状况:不限
  • 国际联号工作经历:优先
  • 薪资待遇:面议
  • 职位有效期2017-12-13至2018-03-13
职位描述

The overall organization as well as the operation of the Delighted To Serve department. To provide leadership and direction for the department; responsibilities include training, motivating and managing the DTS staff and keeping guest hospitality as the number one focus. Ensure that each associate has sufficient resources to perform his or her job well, and constantly seek to improve the methods to meet the guests’ needs. Be able to manage all daily operational tasks in an efficient and regular manner. Coordinate the shift operations in accordance to the corporate and local standard operating procedure (LSOP), emphasizing on guest hospitality and directing associates to work together as team, presenting themselves as a professional, proactive and well-informed Guest Service Associates. Ensuring that all systems are functioning including FCS Call Accounting, OPERA/ FCS Interface, Fidelio, Micros and Windows. Ensure that all outstanding guest or operational issues are resolved in a timely and professional way. Well versed in Front Office operations, telephone systems, Micros, Food & Beverage Systems. Maintaining a good relationship with other departments especially Housekeeping, Front Office, Engineering, Room Service and Kitchen.

 全面组织领导乐意为您服务热线的日常运作并对部门进行整体领导及方向性指导,职责包括对部门员工进行培训、激励、领导并把客人满意作为首要目的,确保部门员工有足够的资源提供对客服务并不断寻求改进方法来满足客人不同需求。能够有效及时地完成日常工作,根据集团、本地运作标准协调部门运作,强调对客礼貌礼仪并引导员工的团队合作精神,使之成为专业、积极、知识信息完全的队伍,确保所有设备保持良好状态,包括:FCS 记录系统, OPERA酒店管理和记录系统平台,Fidelio, Micro and Windows, 确保所有客人和其他未解决事宜能够得到及时专业的处理,特别是管家部、前台、工程部、送餐服务部及厨房。

  • Practice R-Way Service; set an example to be followed.

    实践R-Way服务, 以身作则。

  • Be prepared for each daily activity and review any variations with manager and staff.

    和员工及经理一同准备每日工作并回顾任何异常。

  • Work shift are covered with adequate staffing level; ensure correct staffing during peak periods and during high occupancy.

    每个班次有足够的员工,确保高峰时期有合理的员工安排。

  • Ensure all associates are aware of role and responsibilities and operate within their guidelines.

    确保所有的员工意识到自己的角色和责任并按照他们的纲领运作。

  • Communicate daily with the Front Office Manager and MOD to assure consistency and pass-on of pertinent information.

    每日和前厅部经理,值班经理保持沟通来确保一致性并传递相关的信息。

  • Able to perform the role of MOD in the event the need rises.

    当有需要时能完成值班经理的职责。

  • Consistently document variations in associate’s performance, and provide counseling in such cases.

    一贯对员工异常表现记录在案,并提供相关咨询。

  • Report to work on time with proper uniform, including nametag. Personal appearance must comply with the standard of the hotel.

    准时上班,着工服,佩戴名牌。个人仪表符合酒店要求。

  • Ensure department cleanliness is maintained at all times.

    确保部门内保持一贯的整洁。

  • Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.

    每个员工要在能力范围内完成管理层交给的合理的任务。

  • Maintain close control and inventory of uniforms, supplies (i.e. towel, linens, etc.), guest loan items and equipment on hand.

    对工服,用品(如,毛巾,布草,等)客人洁用品和现有的设备保持紧密地控制。

  • Perform Daily Taste Panels and keep record.

    每天尝菜并且记录。

  • Prepare and post weekly schedules in accordance to guest needs and staff availability.

    根据员工量和客人需求准备并张贴每周工作计划。

  • Conduct frequent hospitality audits to ensure the staffs are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.

    频繁进行对客服务的检查确保员工在按照部门规定工作。确保优秀的服务水准。

  • Maintain a good working relationship with the staff and other departments.

    与员工和其他部门保持良好的工作关系。

  • Constantly stress to the staff that they are the most effective tools in merchandising the hotel. Establish a scripting for the staff to use when assisting guests.

    一贯强调员工是酒店宣传的重要工具。 建立一套手册以便员工协助客人之用。

  • Ensure all guests experiencing a problem receive an appropriate response, any promised compensations is delivered and all guests receive appropriate follow up in a timely and professional manner by using the LEARN process.

    确保客人的问题及时得到解决,任何承诺的赔偿都要兑现,通过LEARN程序以及时专业的风范使每位客人得到合理的跟办。

  • Able to supervise and to handle any associate situation.

    能监督并处理任何员工问题。

  • Provides Senior Executive management with daily summaries of guest incidents, problem resolution and follow up.

    给高级行政管理层提供每天的客人意外事件总结和问题的解决办法及跟办情况。

  • Ensure all associates are safety conscious and trained in work safe practices.

    确保所有的员工有安全意识并通过相应的培训使其安全的工作。

  • Implement proper training program and control the training of the staff to top efficiency and in accordance with Marriott policies.

    实施适宜的培训计划并控制员工的培训保持高效及符合万豪标准。

  • Provide job descriptions and updated training manual.

    提供工作描述,更新培训手册。

  • Have thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.

    对酒店的消防政策规定,意外事件报告,安全项目和直接相关职责。确保所有的员工都得到适宜的培训。

  • Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc.

    由准确完整的为客人提供协助的信息包括本地活动,餐厅和体育活动。

  • Facilitate departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.

    给部门培训。不断监督,评价和更正培训内容来反映变化的过程并强调经理及员工的需要。

  • Follow up regularly with Department Heads regarding the DTS process and the performance of their department responsibilities along with the department’s function.

    和部门经理跟办乐意服务中心及部门表现。

  • Ensure all guest incident forms and logs are completely filled out and maintained. If computer tracking is used, monitor this recording also.  Have the capability to analyze statistics.

    确保所有突发事件表格填写完整并良好保存。 如果用电脑监督亦如此。 由分析数据的能力。

  • Properly handle all administrative work with regards to performance appraisals and terminations of staff.

    合理处理关于效绩评估和合同终止的管理工作。

  • Route associate commendations received from guests to the person responsible for assembling the daily communication packet.

    把客人意见传达至整理每日意见簿的相关同事。

  • Ensure all support areas are functioning correctly and communicate with staff.

    确保所有部门都正常运作并和员工保持沟通。

  • Establish goals and objectives to improve the department.

    建立目的目标来改进部门。

  • Be responsible for the ensuring that guest or operational issues are passed on to the centralized Guest Response area and are updated in all necessary Guest History databases.

    负责操作和客人事宜被传达到对客服务部门并及时更新客史。

  • Attend training sessions and meetings as required

    如有必要参加培训会。

  • Conduct the daily 15 minute training session on various task breakdowns/ service sequence/ LSOP of their respective sub-areas in Front Office. This is to be practiced on all the 365/ 366 days in a year.

    对前厅部小部门的不同的任务或服务顺序,本地操作标准进行15 分钟培训。一年365/366天均如此。

  • Responsible for insuring that all associates receive there stipulated training and are competent in handing the job. Must train and motivate associates.

    确保所有的员工得到必要的培训并有能力完成工作。必须培训和激励员工。

  • Is responsible for maintaining open and productive channels of communication within the department and ensuring the smooth flow of information.

    负责保持部门内开放有效的交流渠道及畅通的信息流。

  • Receive, handle and relaying of messages, mail, voice mail and faxes in an efficient, timely manner as per hotel policy.

    本着酒店原则以及时有效得知,处理,回复留言,信件,语音信件和传真。

  • Conducting daily systems and telephone checks.

    每日对电话和系统进行检验。

  • Ensuring all guest requests for wake up calls are met on time and efficiently.

  • 确保所有的客人叫醒电话及时有效。

  • Encourages, develops and suggests new methods and ideas to further enhance guest service and departmental objectives. 

    鼓励,发展,建议新的方法来进一步改进对客服务和满足部门目标。

  • Always be professional and ethical in dealing with guest, associates, vendors and other departments.

    对客人,同事,供应商,和其他部门一贯保持专业道德的风范。

  • To perform any other duties as assigned by the Management.

    完成管理层交给的其他任务。

  • Maintain safety by adhering to stated safety policies, responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and in congested areas. Ensure that proper safety instruction is given before operating any equipment.

    保持安全工作规范,严格遵守给项相关制度,立即上报任何事故的发生,支持所有安全生产活动、措施,当行走于湿滑路面或拥挤地区保持警惕,确保在操作任何设备和用具前了解其安全使用方法。

     

    任职要求:

  • High sense of urgency, strong guest focus and good organizational skills.

    高度的紧迫感,强烈对客意识和良好的组织技能。

  • 2-3 years of work experience as a DTS agent or a year experience as Lead GSA responsible for Delighted To Serve.

    有前厅部1-2年工作经验优先。

  • Well versed in Front Office Operations, PMS- Fidelio, Micros, Telephone Operations, equipment, programming and installation, FSC Call accounting, Fidelio/FCS Interface, Switchboard.          

在前厅运作酒店管理系统Fidelio,餐厅餐点系统Micros,电话计费系统FCS及其联络平台,电话转接系统的操作有良好的理解。

  • Must have a good command over verbal and written Mandarin and English language. A basic knowledge on any foreign language would be an advantage.

    良好的英语及普通话书写及口语。对其他外国语有了解优先。

  • University graduate Hotel Management/ Hotel School Diploma.

大学主修酒店管理专业或酒店管理学院毕业