职位描述：

• 监督和抽查工作质量。
• 确保将偏好垫中的信息键入数据库，并向一线团队成员推广使用。
• 制定并实施客人认可计划。
• 在前台服务经理的帮助下制定策略，以加强对客人的认可。
• 言行一致，成为取悦客户的榜样。
• 表彰团队成员出色地提供客户服务。
• 让客人能够看到和接近，并完成所有要求。
• 有效利用客人档案，始终如一地提供客人偏好。
• 与常客保持良好的关系和善意。
• 实践并促进客人投诉情况的有效及时恢复。
• 始终满足并超越客户的期望。
• 确保始终如一地提供所有便利设施，并保持和提供标准。
• 定期进行质量检查。
• 确保所有部门经理与各自部门有效沟通SALT结果。
• 全面了解客人可享受的套餐和促销活动。
• 协助商业发展部开展客户忠诚度促销活动。
• 在团队成员之间沟通并发展营销计划方面的高水平能力和知识。
• 创造新的创收来源。
• 全年积极面试和招聘个人。
• 聘用应聘者的依据是态度和热情，而不是技术能力。
• 实施和管理部门的结构化培训计划。
• 协助和支持部门培训协调员履行职责。
• 根据部门需求确定并实施培训。
• 确定每位经理和团队成员的职业目标。

Position Summary:

• Monitor and spot check quality of work.
• Ensure that information from preference pads are keyed into the database and promote their use to line team members.
• Develop and implement the guest recognition program.
• Develop strategies with the help of the Front Office Service Manager to strengthen guest recognition.
• Walk the talk and be a role model in delighting customers.
• Recognize team members for outstanding delivery of customer service.
• Be visible and accessible to guests and follow through with all requests.
• Effective utilization of guest profiles and consistent delivery of guest preferences.
• Maintain strong relationship and goodwill with regular guests.
• Practice and promote effective and timely recovery of guest complaint situations.
• Always meet and exceed customer expectations.
• Ensure that all amenities are delivered consistently and standards are maintained and delivered.
• Conduct quality checks on a regular basis.
• Ensure that all section managers are effectively communicating the SALT results with their respective departments.
• Full knowledge of packages and promotions available to guests.
• Assist Commercial Development in developing customer loyalty promotions.
• Communicate and develop a high level of competency and knowledge in marketing programs amongst team members.
• Generate new revenue producing sources.
• Actively interview and recruit individuals throughout the year.
• Hire candidates based on attitude and enthusiasm rather than on technical competencies.
• Implement and manage structured training programs for the department.
• Assist and support the Divisional Training Coordinator in his / her duties.
• Identify and implement training based on departmental needs.

岗位要求：

• 至少2年国际级同岗位工作经验。
• 熟悉计算机系统。
• 流利的英语口语和书面表达。
• 良好的沟通、组织和协调能力。
• 有上进心的团队建设者，有强烈的责任感和自我激励。
• 能够在巨大的身体和精神压力下工作。
• 能够与团队成员保持良好的关系。
• 能够灵活工作时间。

Job requirements:

• At least 2 years of international level work experience in the same position
• Familiar with computer system.
• Fluent in verbal and written English.
• Good communication, organization and coordination skills.
• Motivated team builder with a strong sense of responsibility and self-motivation.
• Able to work under great physical and mental pressures.
• Able to maintain excellent relations with team members.
• Able to work flexible hours.

at the heart of it all!

Job: Guest Services, Operations, and Front Office

Title: 房务总监 Director of Rooms

Location: null

Requisition ID: HOT0AJ4D

EOE/AA/Disabled/Veterans