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Asstmgr-front Office I sa

1 month ago

Pretoria, South Africa Marriott International, Inc Full time

**職務編號** 24171601
**工作類別** Rooms & Guest Services Operations
**地點** Protea Hotel Fire & Ice Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa 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**

每日協助前廳部經理管理前廳部職能並監督員工。前廳區包括行李員/門衛、總機和客戶服務/前臺。指導並與經理和員工合作，執行確保高效入住和退房流程的程序。確保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)；2 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；不要求工作經驗。

**核心工作活動**

**支援前臺團隊管理**
- 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。
- 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。
- 確保在所有班次表彰員工。
- 建立和維護與員工的開放協作關係。

**監督和支援賓客服務及前臺目標的進展**
- 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。
- 處理投訴，解決糾紛，解決不滿和衝突，或與他人進行協商。
- 努力改善服務表現。
- 與前廳部經理協作，持續改進部門服務。
- 就前廳部目標傳達清晰一致的資訊，以產生預期的成效。
- 參與制定和實施基於評論卡審查和客人滿意度結果的糾正行動計劃。
- 在所有部門會議期間強調客人滿意度，並專注於持續的改進。

**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。
- 樹立榜樣，示範適當的行為。
- 為客戶關係樹立積極的榜樣。
- 展現出傑出的待客技能。
- 授權員工提供卓越的客戶服務。
- 定期與客戶互動，以獲得關於產品品質、服務水準和總體滿意度的回饋意見。
- 根據對服務行為的觀察，向員工提供回饋意見。
- 高效處理客人的問題和投訴。
- 與客人互動並獲得對產品品質和服務水準的回饋。

**管理專案和政策**
- 實施客戶認可/服務計劃，傳達並確保該流程。
- 確保遵守所有前廳部政策、標準和程序。
- 監督遵循所有信貸政策和程序，以減少壞賬和退款。

**其他責任**
- 透過電話、書面形式、電子郵件或親自向主管和同事提供資訊。
- 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。
- 在前廳部經理缺勤時，履行其職責。
- 將會前和會後的重要資訊傳達給前廳部工作人員。
- 參加部門會議。
- 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他群體。_

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