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  • JW万豪-我心所属之地

长春净月潭益田喜来登酒店

职位:宾客服务经理(已停止招聘)
  • 职位性质:全职
  • 工作地区:吉林省长春市
  • 招聘人数:1人
  • 学  历:大专
  • 工作经验:不限
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:不限
  • 年龄要求:不限
  • 计算机能力:不限
  • 语言要求:不限
  • 国际联号工作经历:优先
  • 薪资待遇:3千-4千
  • 职位有效期::2018-11-08至2019-02-06
职位描述

  

 JOB  SUMMARY     Serves as the property Manager on  Duty and oversees all property operations, ensuring that the highest levels  of hospitality and service are provided. Represents property management in  resolving any guest related situation. Manages the flow of questions and  directs guests within the lobby. Serves as Guest Relations Manager and  handles the tracking of service issues.    CANDIDATE PROFILE     Education and Experience    - High school diploma or GED; 2 years experience in the guest services,  front desk, or related professional area. OR    - 2-year degree from an accredited university in Hotel and Restaurant  Management, Hospitality, Business Administration, or related major; no work  experience required.    CORE WORK ACTIVITIES     Leading Guest Services Teams    - Utilizes interpersonal and communication skills to lead, influence, and  encourage others; advocates sound financial/business decision making;  demonstrates honesty/integrity; leads by example.    - Encourages and builds mutual trust, respect, and cooperation among team  members.    - Serves as a role model to demonstrate appropriate behaviors.    - Supervises and manages employees. Manages all day-to-day operations.  Understands employee positions well enough to perform duties in employees'  absence.    - Celebrates successes and publicly recognizes the contributions of team  members.    - Establishes and maintains open, collaborative relationships with  employees and ensures employees do the same within the team. Maintaining  Guest Services and Front Desk Goals    - Develops specific goals and plans to prioritize, organize, and accomplish  your work.    - Handles complaints, settling disputes, and resolving grievances and  conflicts, or otherwise negotiating with others.    - Maintains a strong working relationship with all departments to support  property operations and goals and to expedite the resolution of any problems  that may arise through the general operation of the property.    - Intervenes in any guest/employee situation as needed to insure the  integrity of the property is maintained, guest satisfaction is achieved, and  employee well being is preserved.    - Ensures that regular on-going communication is happening with employees  to create awareness of business objectives and communicate expectations,  recognizes performance, and produces desired results.    - Comprehends budgets, operating statements and payroll progress reports as  needed to assist in the financial management areas of department. Ensuring  Exceptional Customer Service    - Provides services that are above and beyond for customer satisfaction and  retention.    - Improves service by communicating and assisting individuals to understand  guest needs, providing guidance, feedback, and individual coaching when  needed.    - Manages day-to-day operations, ensuring the quality, standards and  meeting the expectations of the customers on a daily basis.    - Serves as a leader in displaying outstanding hospitality skills.    - Sets a positive example for guest relations.    - Responds to and handles guest problems and complaints.    - Empowers employees to provide excellent customer service.    - Observes service behaviors of employees and provides feedback to  individuals.    - Strives to improve service performance.    - Provides immediate assistance to guests as requested.    - Ensures employees understand customer service expectations and  parameters.    - Participates in the development and implementation of corrective action  plans to improve guest satisfaction. Implementing Projects and Policies      - Implements the customer recognition/service program, communicating and  ensuring the process.    - Ensures property policies are administered fairly and consistently,  disciplinary procedures and documentation are completed according to Standard  and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review  Process.    - Manages payroll administration. Conducting Human Resource Activities      - Identifies the developmental needs of others and coaching, mentoring, or  otherwise helping others to improve their knowledge or skills.    - Provides guidance and direction to subordinates, including setting  performance standards and monitoring performance.    - Participates in employee progressive discipline procedures.    - Uses all available on the job training tools for employees.    - Solicits employee feedback, utilizes an 'open door” policy and  reviews employee satisfaction results to identify and address employee  problems or concerns.    - Supervises on-going training initiatives and conducts training when  appropriate.    - Participates in the employee performance appraisal process, providing  feedback as needed. Additional Responsibilities    - Provides information to supervisors, co-workers, and subordinates by  telephone, in written form, e-mail, or in person.    - Analyzes information and evaluating results to choose the best solution  and solve problems.    - Informs and/or updates the executives, the peers and the subordinates on  relevant information in a timely manner.    - Maintains high visibility in public areas during peak times.    - Understands and can implement all emergency plans including accident,  death, elevator, thefts, vicious crimes, bombs, fire, etc.    - Performs Front Desk duties in high demand times.