MAIN RESPONSIBILITIES:
To supervise the AYS agents to ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction.
Assist AYS manager in training, evaluating, counselling, motivating and coaching employees, develop/maintain positive working relationships, support team to reach common goals, listen and respond appropriately to employee concerns. Follow company policies and procedures, maintain confidentiality of proprietary information and protect company assets.
JOB SPECIFICATION職位要求 :
Profile of Competency
工作能力:
· Positive and hardworking character.
积极努力工作
· Outgoing personality with good communication skills.
性格外向,有良好的沟通技巧
· Good knowledge of Marriott Systems.
Language 語言能力:
· Good command of spoken and written English.
良好的英语口语和写作能力
Education 教育:
· Graduate from hotel tourism school.
旅游专业
Job License
資格 / 等級証:
CPR Training as per Local Govt. certification.
To ensure the cleanliness of public areas, guestrooms, and ensure maximum guest satisfaction, adhering to the standard required by our hotel.
确保所有公共区域、客房按饭店标准清洁,同时保证客人最大程度的满意。
To supervise Guest Service Assistants and inspect guest rooms and surround service areas. Paying attention to details by keeping the international standard of room cleanliness and product maintenance adhering to standard required by our hotel.
管理客房服务员并检查客房及环绕服务区域的卫生,注意从饭店的全局出发并根据要求建立国际化的卫生标准。
To provide a courteous and professional service at all times.
时刻提供礼貌和专业的服务。
To have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene, health and safety.
对饭店的规章制度、卫生、健康安全有明确的了解。
To perform secondary duties as assigned by the Dir Of Services
执行服务总监所分配的其它次要的任务。
Greets and is courteous to all guest and colleagues, uses eye contact and always offers assistance.
对待所有客人和同事要彬彬有礼、热情,用眼睛交流并时刻提供帮助。
To report on adverse guest comment as and when required.
必要时向上级报告客人的的意见和批评。
To report and record Lost and Damaged items in the supervisor’s logbook.
在主管记录表上报告和记录丢失和损坏的物品。
To log daily events in the logbook and follow up on previous information reported by outgoing supervisor daily.
记录日常事件并跟进上一班主管的报告。
To prepare duty rosters all of Housekeeping Attendants.
安排服务员值班。
To replenish guest supplies and cleaning requirements weekly.
每星期申请客用消耗品和清洁用品。
To check Public Areas and guestrooms.
检查公共区域和客房的卫生。
To check all the guest rooms, VIP in-house, VIP arrival and long staying guests.
检查所有客房,重要客人的房间以及重要客人的到达,以及常住客人的房间卫生。
To prepare and issue room status report.
准备和发放房态表。
To report and follow up on repair and maintenance.
报告和跟踪维修和保养情况。
To document all daily activities and events such as guest complaints in the logbook.
记录日常所有的活动,例如客人的投诉等。
To attend to guest requests and complaints. Takes corrective action.
采用正确的方式处理客人的要求和投诉。
Sees adequate storage of supplies inventory on assigned floors to safeguard against shortage or loss.
观察楼层布草的存储安全情况,以避免短缺和丢失。
Collects G.S.A.’s reports and keys for submission to service coordination/ Housekeeping manager.
收集客房服务员工作报告和钥匙并将其上交到服务中心/客房部经理。
Reports and turns over any items left by guests to Lost & Found in-charge.
报告并上交任何客人的丢失物品。
Maintains high standards of cleanliness of all guest and service elevators.
保持客用电梯和员工电梯的高水平的卫生。
To check on the standard of "Turn down services".
检查夜床服务是否符合标准。
To liase closely with Front Office regarding guestroom status.
与前台联系以保证房态的准确。
【职位描述】
黄山横江湾凯悦酒店将于2024年第四季度开业
您的职责是在遵循凯悦酒店集团的企业战略及品牌标准的前提下,保持所在部门的高效营运,并满足员工、客人及酒店业主的期望。 通过适当的销售和营销计划确定酒店在当地市场中的定位,并确保酒店产品和服务同营销企划所创建的定位及品牌承诺相一致。
【任职要求】
营运管理
Operational
始终确保嘉宾轩所有员工实现酒店品牌承诺并提供超出客人预期的服务。
Ensures that all Regency Club associates deliver the brand promise and provide exceptional guest service at
all times.
确保嘉宾轩员工适时为酒店内部客人提供优质的服务。
Ensures that Regency Club associates also provide excellent service to internal customers as appropriate.
确保根据当日的预订要求,提前分房、同时正确摆放欢迎赠品。
Ensures that on day reservations’ requests are adhered to and rooms are blocked in advance with welcome
amenities are appropriately ordered.
确保根据抵店时间将所有房间提前分房,并通知客房部。
Ensures that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.
与客房部和工程部密切合作, 确保根据维护保养要求锁房。
Works closely with Housekeeping and Engineering Department to ensure that rooms are blocked
accordingly for maintenance.
确保严格的房卡管理制度。
Ensures the strict control of room keys.
始终确保前厅部所有员工实现酒店品牌承诺并提供超出客人预期的服务。
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at
all times.
确保前厅部员工适时为酒店内部客人提供优质的服务。
Ensures that Front Office associates provide excellent service to internal customers as appropriate.
协助贵宾及常住客的接待和入住登记。
Assists in greeting and checking-in VIP and Long Stay guests.
确保将每日预抵贵宾、特殊客人、常住客人的房间提前预留,并通知客房部准备房间,确保每间房间放置适当的欢迎赠品。
Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked
in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome
amenities.
经常亲自确保客人在入住/退房时,根据凯悦酒店集团的标准始终得到最好的服务。
Personally and frequently verifies that guests check-in/ out are receiving the best possible service in line
with Hyatt Hotels Corporation standards.
经常亲自确保客人在入住登记和办理离店时得到尽善尽美的服务。
Personally and frequently verifies that guests are receiving the best possible service during check-in and
check-out.
确保副理在贵宾及常住客到店时问候接待客人,在必要情况下通知总经理/ 驻店经理/ 房务总监。
Ensures that all V.I.P / Long Staying guests are met on arrival by the Assistant Manager and where
appropriate General Manager/ Resident manager or Director of Rooms.
确保所有嘉宾轩员工熟知酒店当前推广、政策和其他重要信息。
Ensures that all Regency Club associates are aware of current promotions, policies and other important
information.
确保嘉宾轩所有员工熟知酒店产品知识及服务。
Ensures that all Regency Club associates are familiar with the hotel’s products and services.
始终执行客人认知计划并且维护相关的客史档案。
Implements consistent guest recognition programmes and maintains a relevant guest history database.
确保客史档案的准确性,并提前登记所有常客。
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
礼貌而高效的处理客人和员工询问,跟进并确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner,
following through to make sure problems are resolved satisfactorily.
与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
经常亲自确认客人在入住登记和办理离店时能否得到尽善尽美的服务。
Personally and frequently verifies that guests are receiving the best possible service during check-in and
check-out.
在繁忙时段巡视嘉宾轩,确保嘉宾轩有条不紊的运作并实现酒店品牌承诺。
Spends time in Regency Club during peak periods to ensure that both areas are managed well by the
respective team and delivers the brand promise.
与相关部门经理协作,管理房务部的整体服务标准,必要时采取措施进行改进。
Monitors rooms’ standards in general, working through the respective Head of Department to take
corrective action where necessary.
与客房部经理和副理协作,经常巡视和全面检查房间和其它房务区域的总体运营情况。
Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the
Housekeeping Manager and Assistant Managers - Housekeeping.
与客房部和工程部密切合作,在必要时的锁房维护。
Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for
maintenance.
确保在房间超订的情况下,协助安排外部客人的住宿。
Assists in securing external guest accommodation in overbooking situations.
确保公共区域的洁净,符合酒店标准。
Ensures that public areas are clean and up to standard.
经常检查客房的洁净和保养情况,确保客人的满意度。
Frequently inspects rooms to ensure satisfactory cleanliness and maintenance.
确保酒店所有基本品牌标准的执行,并适时为客人提供多种选择的品牌服务。
Ensures that all company minimum brand standards have been implemented, and that optional brand