Mgr-guest Services I

1 week ago


Singapore Marriott International, Inc Full time

**Additional Information**
**Job Number**24212085
**Job Category**Rooms & Guest Services Operations
**Location**W Singapore - Sentosa Cove, 21 Ocean Way, Singapore, Singapore, Singapore, 98374
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**职位概述**

担任酒店的值班经理,监督酒店的所有运营,确保提供最高水准的招待和服务。代表酒店管理层解决与客人有关的任何情况。管理问题流程并为大堂的客人提供路线指示。担任客户关系经理并负责跟踪服务问题。

**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**

**领导客户服务团队**
- 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。
- 庆祝成功并公开表彰团队成员的贡献。
- 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。

**维护客户服务和前台目标**
- 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。
- 与所有部门保持强有力的工作关系,以支持酒店运营和目标,并加快解决因酒店的一般运营可能出现的任何问题。
- 根据需要介入任何客户/员工情况,以确保维护酒店的诚信,实现客户满意度并维护员工福祉。
- 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。
- 根据需要掌握预算、经营报表和薪资进度报告,以协助部门的财务管理领域。

**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。
- 管理日常运营,确保质量和标准,且每天满足客户的期望。
- 在展现杰出的待客技能方面担任领导者。
- 为客户关系树立积极的榜样。
- 回应并处理客人的问题和投诉。
- 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和/或经理提供反馈。
- 努力改善服务表现。
- 应要求为客人提供及时的协助。
- 确保员工了解客户服务的期望和因素。
- 参与制定和实施纠正行动计划,以提升客人满意度。

**实施项目和政策**
- 实施客户认可/服务计划,传达并确保该流程。
- 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。
- 管理薪酬标准实施。

**开展人力资源活动**
- 识别他人的发展需求,并指导、辅导或以其他方式帮助他人提升知识或技能。
- 为下属提供指导和指示,包括设定绩效标准和监督绩效。
- 参与员工渐进性惩处程序。
- 使用员工可用的所有在职培训工具。
- 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。
- 监督持续培训举措并在适当时进行培训。
- 参与员工绩效评估流程,并根据需要提供反馈。

**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。
- 在高峰时段,时刻处于公共区显眼的位置。
- 了解并能实施所有应急预案,包括事故、死亡、电梯、盗窃、恶性犯罪、炸弹、火灾等。
- 在高需求时段履行前台工作职责。
- 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。_

W 酒店以“点燃好奇,拓展无界”为使命。我们崇尚体验精彩生活、接纳新鲜事物和保持开放心态。每张陌生面孔和每次新奇体验都是我们不断向前的灵感来源。紧跟潮流的态度和敢于尝试的精神是我们的精髓所在,也是我们重新定义全球奢华酒店标杆的源源动力。“随时/随需”文化和服务理念鼓励我们满腔热情地服务每一位宾客。如果您拥有独到眼光和创新精神,也憧憬未来的精彩可能,欢迎加入 W 酒店,展现您的过人天赋。加入 W 酒店,便是加入万豪国际集团的非凡品牌组合。从这里扬帆起航,发挥个人价值,**追求**人生目标,**融入**卓越国际团队,**展现**真我风采。


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