Mgr-front Office I

6 months ago


Dubai, United Arab Emirates Marriott International, Inc Full time

**職務編號** 24032935
**工作類別** Rooms & Guest Services Operations
**地點** Sheraton Mall of the Emirates Hotel Dubai, Sheikh Zayed Road, al Barsha 1, Dubai, United Arab Emirates, United Arab Emirates 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**

**維護客戶服務和前臺目標**
- 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。
- 監督人員編制,確保賓客服務、運營需求和財務目標均得以滿足。
- 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。
- 瞭解部門運營對酒店整體財務目標和宗旨的影響,並設法實現或超越目標。

**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。
- 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。
- 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。
- 在前廳部經理或助理前廳部經理缺勤時,監督前廳部的所有區域。

**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。
- 回應並處理客人的問題和投訴。
- 為客戶關係樹立積極的榜樣。
- 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。
- 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。
- 確保員工瞭解客戶服務的期望和因素。
- 與客人互動並獲得對產品品質和服務水準的回饋。
- 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。

**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。
- 培訓員工並監督遵循所有信貸政策和程序,以減少壞賬和退款。
- 監督當天的銷售程序,最大限度地提高客房收入並控制酒店的入住率。
- 監督前臺日常輪班運作,並確保遵守所有政策、標準和程序。
- 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。

**支持人力資源活動**
- 支持他人的發展需求,並指導、輔導或以其他方式幫助他人提升知識或技能。
- 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。
- 將關於員工滿意度的問題提請部門經理和人力資源部注意。
- 根據需要協助面試和聘用具備適當技能的團隊成員。
- 支持部門入職培訓計劃,讓員工接受適當的新員工培訓,以成功履行工作職責。
- 參與員工漸進性懲處程序。

**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。
- 在必要時履行前臺的所有職責。
- 在必要時,實行前臺換班。
- 開展部門會議並不斷傳達關於前臺目標的明確一致資訊,以實現期望的績效。
- 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。_

加入喜來登大家庭,成為我們全球社區的一員。自 1937 年以來,喜來登便是人們相聚一堂與彼此聯誼的社群空間。喜來登員工在世界各地超過 400 個社區讓人們



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