Mgr-guest Services I

2 weeks ago

Puchong New Village, Malaysia Marriott International, Inc Full time
**職務編號**
**工作類別** Rooms & Guest Services Operations
**地點** Four Points by Sheraton Puchong, 1201 Tower 3 Puchong Financial Corporate Centre, Puchong, Selangor, Malaysia 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**

擔任酒店的值班經理,監督酒店的所有運營,確保提供最高水準的招待和服務。代表酒店管理層解決與客人有關的任何情況。管理問題流程並為大堂的客人提供路線指示。擔任客戶關係經理並負責跟蹤服務問題。

**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**

**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。
- 慶祝成功並公開表彰團隊成員的貢獻。
- 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。

**維護客戶服務和前臺目標**
- 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。
- 與所有部門保持強而有力的工作關係,以支援酒店運營和目標,並加快解決因酒店的一般運營可能出現的任何問題。
- 根據需要介入任何客戶/員工情況,以確保維護酒店的誠信,實現客戶滿意度並維護員工福祉。
- 確保與員工進行經常性的持續溝通,以建立業務目標意識,傳達期望,認可績效並實現期望的結果。
- 根據需要掌握預算、經營報表和薪資進度報告,以協助部門的財務管理領域。

**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。
- 管理日常運營,確保品質和標準,且每天滿足客戶的期望。
- 在展現傑出的待客技能方面擔任領導者。
- 為客戶關係樹立積極的榜樣。
- 回應並處理客人的問題和投訴。
- 授權員工提供卓越的客戶服務。
- 觀察員工的服務行為並向個人和/或經理提供回饋。
- 努力改善服務表現。
- 應要求為客人提供及時的協助。
- 確保員工瞭解客戶服務的期望和因素。
- 參與制定和實施糾正行動計劃,以提升客人滿意度。

**實施專案和政策**
- 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。
- 管理薪酬標準實施。

**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。
- 參與員工漸進性懲處程序。
- 使用員工可用的所有在職培訓工具。
- 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。
- 監督持續培訓舉措並在適當時進行培訓。
- 參與員工績效評估流程,並根據需要提供回饋。

**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。
- 在高峰時段,時刻處於公共區顯眼的位置。
- 瞭解並能實施所有應急預案,包括事故、死亡、電梯、盜竊、惡性犯罪、炸彈、火災等。
- 在高需求時段履行前臺工作職責。
- 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。_

走進福朋,永恆經典與現代細節相互交織,繁忙工作與繽紛樂趣共匯一處。無論旅客來自世界何地,都能在此深切體會當地風情。加入福朋喜來登的團結大家庭,讓我們營造熱情氛圍、給予彼此支持,共創美好福朋,以簡單的方式精準滿足賓客所需。請加入我

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