专业能力 PROFESSIONAL LBILITY
l 协助销售总监负责部门日常的管理工作;
l 协助销售总监制定宾馆年度市场销售计划;
l 协助销售总监制定宾馆对外销售、招揽客人的计划及其指标,确定本部门销售业务计划的实施细则;
l 负责部门的资产管理和低值易耗品的领用控制工作;
l 负责部门质量管理和安全管理工作;
l 负责部门人员劳动纪律、职业形象、行为规范等督导工作;
l 负责了解省内、市内市场动态,提出调查报告,报部门总监;
l 负责定期组织人员进行市调工作;
l 负责部门各类合同的管理工作;
l 负责组织部门内部的学习和团建工作;
l 负责组织召开部门VIP接待的信息沟通会;
l 协助销售总监组织宾馆店内、店外营销推广活动;
l 协助销售总监制定销售部相关制度、程序与标准;
l 具备指导部署、培养员工的能力。
l 具备推动销售专业化、科学化管理的能力。
(1) 全面实现科学化管理,制定并不断完善部门工作流程及政策;
(2) 全面实现并推动信息化管理,SC移动销售的安装并应用;
(3) 协助总监推动部门标准化工作流程;
l 具备经营、销售工作创新的能力。
(1) 充分了解顾客和市场需求,提出涉及菜品、服务、环境等建议,报部门总监
(2) 具备工作创新能力,不断设定高目标、推动工作进步。涉及专业技能提升、职业化程度提升、客户满意度提升等;
l 具备内部有效沟通协调的能力。
(1) 与宾馆各部门保持良好沟通联系,做好信息传递,提升协同力,提升对客服务效能;
(2) 熟悉相关业务,发票管理、应收账管理、餐饮工作流程、前厅接待流程、客房服务流程等;
1.Responsible for GSS scores on Arrival Experience and Received Preferred Room Type.
负责宾客满意度调查中登记入住经历和所期望的客房类型
2.Ensure Guest Relations team is positively affecting GSS scores for Problem Experienced by resolving guest issues timely,effectively, and professionally while hotel interest is observed.
确保前台员工即时,有效和职业的处理客人的事情,以积极的提高GSS中问题经历。
3.Responsible for the smooth, efficient and professional operation of all front desk areas. Ensure good communications among departments.
负责前台所有区域正常,有效和专业的运作。确保与相关部门良好的沟通。
4.Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.
了解当地名胜古迹的位置及营业时间,并随时更新。
5.Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.
合理的安排客人入住。在下属的员工中起模范带头作用并确保服务质量和集团标准一致。制造热情欢迎和专业的气氛在你的工作范围以确保所有的客人满意。
6.Responsible and supervise Rooms Controller, Front Desk Clerks and Lobby Greeters.
负责管理房间控制员,前台服务员和大堂迎宾员。
7.Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee
确保执行正确的入住和结账程序。严格按照现金及非现金业务的操作程序。熟悉销售策略,确保价格统一。
8.Ensure Confidentiality of User Log-ons. Ensure that Front Desk users are logged out when leaving the area.
确保用户登录的保密。确保前台员工在离开工作区域时退出登录。
9.Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis.
10.负责房间控制员日常工作的跟踪。根据每日情况合适准确的安排房间。
Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required.
11.确保客人及员工的奖励计划合适并执行。负责所有回头客的特殊要求,领导前台员工确保客人有一个愉快的入住经历。在系统中建立回头客/积分兑换/VIP客人的奖赏计划。带领前台努力进行升级销售。
Directly responsible for Marriott Rewards Sign-up program. Responsible of establishing the game plan; ensure rewards sign- up rates and activation rates meets brand goal.
12.直接负责万豪礼赞计划的登记。负责设定策率,确保积分兑换价格和可用价格可以和集团目标一致。
Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule.
Actively seeking verbal feedback from customers and staff at each service period.
在服务期间积极收集客人及服务人员的反馈意见。
- In consultation with the Director, agreeing and implementing actions to make improvements to customer service.
与总监商讨,并做到如何提高对客服务意识,达成一致标准并采取相应的行动。
- Positively dealing with and learning from customer complaints and comments with follow up and feedback to the Restaurant Manager
以积极的态度从客人的投诉和建议,并在协助餐厅经理处理事件的过程中吸取经验。
- Making sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
在服务时间确保高效准确的传达客人的任何要求及需要。
- Be available to assist on duty in the Restaurant & Bars during any busy days or special events.
确认当餐厅或酒吧繁忙或有特殊活动的时间能够提供必要的协助。
- Be Pro-Active towards guests, assisting them with any reasonable requests, and training all staff to see these things before the guests ask.
主动的对待客人,满足客人任何合理的要求,并且培训员工能够预见客人的要求。
- Having detailed knowledge of Departmental Standards. Being able to explain the Standards to the team.
熟悉部门服务标准,可以清楚的向其他员工解释服务标准。