Mgr-front Office I sa

4 days ago


Durban, South Africa Marriott International, Inc Full time

**职位编号** 22182131
**工作类别** Rooms & Guest Services Operations
**地点** Protea Hotel Durban Umhlanga, Protea Mall Corner Lighthouse and Chartwell Drive, Durban, South Africa, South Africa 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。_

Protea Hotels by Marriott® 是非洲领先的酒店品牌,也是该大陆获得最广泛认可的酒店品牌之一,在南非、赞比亚、尼日利亚、纳米比亚、加纳、坦桑尼亚和乌干达拥有 90 多家酒店。如果您热衷于为每一位客人提供个性化的服



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