Guest Services Team Leader

Guest Services Team Leader

Hyatt
China
Not Specified
Not Specified

Job Description


Summary :
 行政Administration§维护宾客务中心日志。Maintains the Guest ServicesDaily Log Book.§时交所有客人/员工的事故报告。Submits all guest / associate incident reports on a timely basis.
薪资和生产力管
Payroll & Productivity Management §通过在整个部门内建立活的员工编制,实施高效的薪资管/资分。这将一个活的员工基数(全员工和临时工)多技能多任务的原则。Exercises efficient Payroll Management / Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.§指导下属确生产力水平满足凯悦酒店集团房务部手册的求。Directs subordinates to ensure productivity meets Hyatt Hotels Corporation Rooms Operations Manual requirements.§关注改进生产力水平在接的指引下谨慎管用/薪资,确所有设备的优化部署和高效能。Focuses attention on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.§通过 活处工作(适当情况下)和简化工作程,回顾和断探索所有员工的生产力水平改善。Reviews and constantly seeks productivity level improvements of all associates through the process of taking work out of the system (when appropriate) and through streamlining of work process.

Operational§助副确宾客务中心按照既定的念顺畅作,始终供礼貌专业快活的务。Assists the Assistant Manager in efficiently managing the Guest Services according to the established concept statement providing courteous, professional, efficient and flexible service at all times.§礼貌而高效的处客人和员工询问,对能立解决的投诉和问题,宾客务副报告。Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Guest Services Assistant Manager if no immediate solution can be found.§与客人建立并良好的宾客关系。Establishes a rapport with guests, maintaining good customer relationship.§确宾客务中心设施储室的整并妥善养。Ensures cleanliness and maintenance of the Guest Services, equipment and storage. §负责所有电者供善高效的务。Responsible for the provision of friendly and efficient service to all callers.§常亲自检查,以确使用宾客务中心务的客人员工公共区人员得到符凯悦酒店集团标准的务。Personally and frequently verifies that guests, associates and members of the public utilising the Guest Services are receiving service in line with Hyatt Hotels Corporation standards.§确正确处所有客人的留言邮件传真。Ensures that all guests’ messages, mail and fax are handled and distributed properly.§强化员工的主人精神销员的度并出表率,以使员工抓酒店内的一切销售机会。Exemplifies and instils upon the associates the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.§确高效助客房厅预订客房部身中心预订工程部的能。Ensures that the departmental functions of Room Service coordination, Restaurant reservations, Housekeeping coordination, Fitness Centre reservations, and POMEC coordination are carried out efficiently.§确所有设备的正常行,并在需时汇报维修需求。Ensures operating equipment is maintained in good working order and to report maintenance requirements.
人员管
People Management §助引导宾客务中心的员工在工作中循财务行政管的念,确员工掌多项技能并承担多项工作Assists with the development of Guest Services associate to work following the operational, financial, administrative philosophies and ensuring associates are multi skilled and perform multi tasks.§通过与管,根酒店制度和程以相关适用法律,对所有宾客务中心员工进行紧密导。Through hands-on management, supervise closely all Guest Services associate in the performance of their duties in accordance with Policies & Procedures and applicable laws.§给具备能力和资的员工委派适当的工作和责任,在培养和展员工的时确标准和安全。Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.§拥护和支酒店的培训精神和以人为本的管哲学,并和进修培训展部宾客务中心副部门培训员密切作培养和展员工。Embraces and supports the Training initiatives and philosophies of the company and works closely with the Learning and Development Manager, Assistant Manager and Departmental Trainers in the training and development of associates.§展助针对高技能和知识的培训活动。Develops and assist with training activities focused on improving skills and knowledge.§确员工完全解酒店的规章制度并照执行。Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.§监员工士气并供工作表现展的馈。Monitors associate morale and provides mechanism for performance feedback and development.§进行员工年度表现展评估,供真实和准确的回馈。Conducts annual Performance Development, providing honest and appropriate feedback.§将指导原则和核心价值高效地传达给所有层级的员工。Effectively communicate guiding principles and core values to all levels of associates.
总则
General§确部门的务一贯按照部门手册的标准,高效一致和礼貌的完。Ensures services provided by the Guest Services Agents are always available and are alwayscarried out to define Standards with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.§按求加所有会议并出贡献。Attends and contributes to all meetings as required. §确所有员工始终供礼貌和专业的务。Ensures all associates provide courteous and professional service at all times. §礼貌而高效的处客人和员工的询问,对能立解决的投诉和问题进行汇报,并时回馈和跟进。Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.§了解关于员工行业关系的法律法规,解并严格守员工手册中的规章制度,酒店关于防生康和安全的制度。Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.§积与员工利安全展康的活动,并给予建议咨询真实当的馈。Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.§确高标准的个人形象和仪容仪表。Ensures high standards of personal presentation & grooming.§与客人和事基于良好工作关系的接触。Maintains positive guest and colleague interactions with good working relationships.§始终展现负责的管和行为,并以积的形象代表酒店管团队和凯悦酒店集团。Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.§确所有员工按计划加所有的核心培训和相关的技能培训。Schedules and ensures associates attend all Core training and related skills training.§对当地环境具有扎实最新的了解,如城市的厅购物区。Has a sound updated knowledge of the local environment such as restaurants and shopping areas within the city.§助确酒店客人和财产的高度安全。Assists in maintaining a high level of safety and security for guests and hotel property.§了解酒店内的所有活动饮务厅会议室紧急电以相应设施。Fully conversant with all activities within the Hotel, Food and Beverage functions, restaurants, meeting rooms, and emergency telephone numbers and facilities.§根酒店行业和公的指引,回应需求改,执行任何的任务外责。Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.

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