Agent-Guest Services-Lead

3 weeks ago

Singapur, Singapore W Hotels Full time

Type de Poste

Non-Management
Organiser et coordonner les procédures de pré-enregistrement/d'enregistrement des arrivées. Proposer une chambre/un hébergement aux clients qui n'ont pas réservé. Anticiper les cas où l'hôtel est complet, identifier le nombre de chambres manquantes, trouver un hébergement alternatif pour les clients qui ont réservé. Réserver des chambres au niveau informatique, identifier des besoins spécifiques. Exercer un double contrôle des réservations. Gérer et vérifier quotidiennement les rapports/listes de réserve. Renseigner et orienter les clients. Répondre, enregistrer et traiter l'ensemble des problèmes, questions ou demandes des clients ; assurer un suivi pour garantir la satisfaction des clients. Organiser des transports pour des clients/visiteurs. Proposer des coffres-forts. Assurer le comptage de caisse en début et fin de quart. Encaisser les chèques des clients, traiter tous les types de paiements, les bons, les remboursements, les facturations et faire de la monnaie. Aider la direction en motivant et en accompagnant les employés ; servir de modèle dans le service. Suivre et appliquer toutes les politiques et procédures de la chaîne ; rapporter les accidents, les blessures et toutes les conditions de travail considérées comme étant dangereuses ; s’assurer de porter un uniforme de travail propre et complet ; avoir une apparence soignée et professionnelle en tout temps sur les lieux de travail ; respecter la confidentialité dans la diffusion d’informations propres à la bannière et/ou à l’hôtel ; protéger tous les biens de la compagnie. Accueillir et recevoir les clients selon les standards de la chaîne, anticiper leurs besoins et y répondre, aider les personnes handicapées et remercier chaleureusement les clients. S'exprimer clairement et de façon professionnelle ; préparer et corriger avec précision et exhaustivité des documents rédigés ; répondre au téléphone en employant le langage approprié. Développer des relations professionnelles positives et constructives avec vos pairs ; s’unir et s’entraider afin d’atteindre les buts communs. Assurer le respect des standards de qualité ; identifier et conseiller de nouvelles méthodes de travail pour améliorer l'efficacité, la productivité, la qualité, la sécurité et/ou les économies réalisées. Être habitué à travailler debout, assis et à être en mouvement sur une longue période de temps. Saisir et trouver des informations à l'aide d'ordinateurs et/ou de systèmes de point de vente. Déplacer, soulever, porter, pousser, tirer et poser des charges pesant 4,5 kilos maximum. Effectuer toutes les autres tâches demandées par les responsables et qui correspondent au poste.QUALIFICATIONS RECOMMANDÉESNiveau d’études: Diplôme d’études secondaires ou équivalence de niveau secondaire.Expérience de travail connexe: Au moins 1 an d’expérience de travail connexe.Expérience de supervision: Aucune expérience de supervision.Permis ou Certification: Aucune Marriott International souscrit au principe de l’égalité d’accès à l’emploi. Nous sommes attachés à recruter un effectif diversifié et à soutenir une culture inclusive qui donne la priorité aux individus. Nous nous engageons à respecter des principes de non-discrimination envers tous les individus protégés, par exemple les personnes handicapées et les anciens combattants, et envers toute autre base couverte par la législation applicable.

Chez W Hotels, notre mission est d'éveiller la curiosité et d'élargir les horizons. Nos établissements offrent de véritables expériences de vie. Nous voulons ouvrir les portes comme les esprits, et les nouveaux visages et nouvelles expériences nous inspirent énormément. Nous avons à cœur d'être à l'écoute et de répondre à tous les besoins, ce qui nous permet de réinventer les normes du luxe dans le monde entier. Le service Whatever/Whenever (tout ce que vous voulez, quand vous le voulez) représente notre culture et notre philosophie de service, grâce auxquelles les passions de notre clientèle prennent vie. Si vous êtes une personne originale, créative et tournée vers l'avenir, nous vous souhaitons la bienvenue chez W Hotels. En intégrant l'équipe W Hotels, vous rejoignez également le portefeuille d'établissements de Marriott International. Choisissez une entreprise qui vous donne la possibilité de donner le meilleur de vous-même,​ de donner un sens à votre vie professionnelle, de faire partie d'une incroyable équipe​ internationale et de devenir la meilleure version de vous-même.

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