Mgr-Front Office II
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Key skills for this role
About the Role
JW Marriott is seeking a Front Office Manager to lead all front office functions, including Bell Staff, Switchboard, Guest Services, and Retail. The role requires a high school diploma with 4 years experience or a 2-year degree with 2 years experience in guest services or hospitality.
Key Skills for This Role
Responsibilities
- Manage all front office functions including Bell Staff, Switchboard, Guest Services/Front Desk and Retail/Gift Shop
- Supervise and manage employees, handle day to day operations, and perform duties in employees' absence
- Achieve and exceed performance, budget, and team goals
- Ensure compliance with Front Office policies, standards, and procedures
- Provide exceptional customer service and handle guest problems and complaints
- Conduct human resource activities including interviewing, hiring, training, and performance appraisals
Requirements
- High school diploma or GED; 4 years experience in guest services, front desk, or related professional area
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in guest services, front desk, or related professional area
- Ability to lead, influence, and encourage others
- Strong interpersonal and communication skills
Full Job Posting
职位概述
- 对所有前厅部职能和人员负责。责任范围包括行李员、总机操作、宾客服务/前台和零售/礼品店（如适用）。作为部门主管，负责指导并与经理和员工合作，成功执行所有前厅部业务，包括客人抵达和离店程序。努力不断提高客人和员工的满意度，并最大限度地提高部门的财务业绩。
教育和经验要求
- 高中文凭或高中同等学历 (GED)；4 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；2 年宾客服务、前台或相关专业领域工作经验。
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。
- 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。
- 确保员工在各责任领域中获得认可。
- 根据每个职位的工作描述，传达绩效预期并监督进度。
- 庆祝成功并公开表彰团队成员的贡献。
维护客户服务和前台目标
- 实现和超越目标，包括绩效目标、预算目标和团队目标等。
- 管理日常运营，确保质量和标准，且每天满足客户的期望。
- 制定具体的目标和计划，以便优先考虑、组织和完成工作。
- 让前厅部团队专注于业务的关键组成部分，以推动客户满意度和理想的财务业绩。
- 开展部门会议并不断传达关于前厅部目标的明确一致信息，以产生期望的绩效。
- 审核人员编制，确保宾客服务、运营需求和财务目标均得以满足。
- 了解前厅部业务对客房区域和酒店总体财务目标的影响。
- 管理部门可控开支以实现或超越预算目标。
管理项目和政策
- 确保遵守所有前厅部政策、标准和程序。
- 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。
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。
- 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。
- 充当前厅部的“服务支持者”，为客户关系营造积极的氛围。
- 表现出宾客接待方面的领导力，体现卓越的客户服务，并为客户关系营造积极的氛围。
- 努力改善服务表现。
- 授权员工提供卓越的客户服务。
- 确保所有前厅区域均拥有有利于总体宾客体验的氛围。
- 审查评论卡、客人满意度结果和其他数据，以确定改善的方面。
- 回应并处理客人的问题和投诉。
- 观察员工的服务行为并向个人和/或经理提供反馈。
管理和开展人力资源活动
- 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。
- 制定具有挑战性的、现实的和可实现的目标，以指导运营和绩效。
- 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。
- 确保员工受到公平、公正的对待。
- 管理前厅部人员的员工渐进性惩处程序。
- 执行直接上级经理的绩效考核流程。
- 面试和聘用具备适当技能的经理和时薪制团队成员，并及时满足业务运营需求。
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。
- 识别和分析前厅部的运营挑战，并促进制定解决方案以防止再次发生。
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