Mgr-front Office Ii
6 months ago
**職務編號** 24054964
**工作類別** Rooms & Guest Services Operations
**地點** Renaissance Bangkok Ratchaprasong Hotel, 518/8 Ploenchit Road, Bangkok, Bangkok, Thailand 在地圖中查看
**工作編制** Full-Time
**身處外地?** N
**願意海外赴任?** N
**職位類型 管理** Management
**職位概述**
對所有前廳部職能和人員負責。責任範圍包括行李員、總機操作、賓客服務/前臺和零售/禮品店(如適用)。作為部門主管,負責指導並與經理和員工合作,成功執行所有前廳部業務,包括客人抵達和離店程序。努力不斷提高客人和員工的滿意度,並最大限度地提高部門的財務業績。
**求職者個人資料**
**教育和經驗要求**
- 高中文憑或高中同等學歷 (GED);4 年賓客服務、前臺或相關專業領域工作經驗。
或者
- 在經認可的大學取得酒店及餐廳管理、酒店管理、工商管理或相關專業的兩年制學位;2 年賓客服務、前臺或相關專業領域工作經驗。
**核心工作活動**
**領導客戶服務團隊**
- 利用人際關係和溝通技巧來引導、影響和鼓勵他人;宣導健全的財務/業務決策;表現出誠實/正直;以身作則。
- 鼓勵和建立團隊成員之間的相互信任、尊重和合作。
- 樹立榜樣,示範適當的行為。
- 監督和管理員工。管理所有日常運營。充分瞭解員工的職位,以便在員工缺勤時履行職責。
- 與員工建立和保持開放的協作關係,並確保員工在團隊內部也這樣做。
- 確保員工在各責任領域中獲得認可。
- 根據每個職位的工作描述,傳達績效預期並監督進度。
- 慶祝成功並公開表彰團隊成員的貢獻。
**維護客戶服務和前臺目標**
- 實現和超越目標,包括績效目標、預算目標和團隊目標等。
- 管理日常運營,確保品質和標準,且每天滿足客戶的期望。
- 制定具體的目標和計劃,以便優先考慮、組織和完成工作。
- 讓前廳部團隊專注於業務的關鍵組成部分,以推動客戶滿意度和理想的財務業績。
- 開展部門會議並不斷傳達關於前廳部目標的明確一致資訊,以產生期望的績效。
- 審核人員編制,確保賓客服務、運營需求和財務目標均得以滿足。
- 瞭解前廳部業務對客房區域和酒店總體財務目標的影響。
- 管理部門可控開支以實現或超越預算目標。
**管理專案和政策**
- 確保遵守所有前廳部政策、標準和程序。
- 確保酒店政策被公平一致地執行,根據標準和當地運作程序(SOP 和 LSOP)完成懲戒程序和存檔,並支援同事評議流程。
**確保卓越的客戶服務**
- 提供超越預期的服務,實現客戶滿意並保留客人。
- 透過溝通和協助個人瞭解客人需求,並在需要時提供指導、回饋和個人輔導,改善服務品質。
- 監督和管理員工。管理所有日常運營。充分瞭解員工的職位,以便在員工缺勤時履行職責。
- 充當前廳部的「服務支持者」,為客戶關係營造積極的氛圍。
- 表現出賓客接待方面的領導力,體現卓越的客戶服務,並為客戶關係營造積極的氛圍。
- 努力改善服務表現。
- 授權員工提供卓越的客戶服務。
- 確保所有前廳區域均擁有有利於總體賓客體驗的氛圍。
- 審查評論卡、客人滿意度結果和其他資料,以確定改善的方面。
- 回應並處理客人的問題和投訴。
- 觀察員工的服務行為並向個人和/或經理提供回饋。
**管理和開展人力資源活動**
- 識別他人的發展需求,並指導、輔導或以其他方式幫助他人提升知識或技能。
- 為下屬提供指導和指示,包括設定績效標準和監督績效。
- 制定具有挑戰性的、現實的和可實現的目標,以指導運營和績效。
- 徵求員工回饋意見,採用「門戶開放」政策,並審查員工滿意度結果,以確定和解決員工的問題或疑慮。
- 確保員工受到公平、公正的對待。
- 管理前廳部人員的員工漸進性懲處程序。
- 執行直接上級經理的績效考核流程。
- 面試和聘用具備適當技能的經理和時薪制團隊成員,並及時滿足業務運營需求。
**其他責任**
- 透過電話、書面形式、電子郵件或親自向主管、同事和下屬提供資訊。
- 分析資訊和評估結果,以選擇最佳解決方案並解決問題。
- 及時向高管、同事和下屬通知和/或更新相關資訊。
- 識別和分析前廳部的運營挑戰,並促進制定解決方案以防止再次發生。
- Marriott International 是履行平等工作機會的僱主。我們深信應招聘多元化員工並秉持包容、以人為本的文化。我們致力於不歧視任何受到保障的群體,例如殘障和退伍軍人身分,或是任何其他適行法律所涵蓋的任何其
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