Mgr-Front Office I
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Key skills for this role
About the Role
Le Méridien Hotels & Resorts in Lusail, Qatar seeks a Front Office Manager to assist in managing front office functions and supervising staff. The role ensures efficient check-in/out, guest satisfaction, and financial performance.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in managing front office functions and supervising staff on a daily basis
- Manage day to day operations, ensuring quality, standards, and customer expectations are met
- Handle complaints, settle disputes, and resolve grievances and conflicts
- Supervise staffing levels to meet guest service, operational needs, and financial objectives
- Ensure regular communication with employees to create business objective awareness
- Supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager
- Provide services above and beyond for customer satisfaction and retention
- Respond to and handle guest problems and complaints
- Train staff and monitor adherence to credit policies and procedures
- Supervise daily Front Desk shift operations and ensure compliance with policies
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
Full Job Posting
職位概述
- 每日協助前廳部經理管理前廳部職能並監督員工。
- 前廳區包括行李員/門衛、總機和客戶服務/前臺。
- 確保高效入住和退房流程，確保客人和員工的滿意度，並最大限度地提高部門的財務業績。
教育和經驗要求
- 高中文憑或高中同等學歷 (GED)；2 年賓客服務、前臺或相關專業領域工作經驗。
- 或者在經認可的大學取得酒店及餐廳管理、酒店管理、工商管理或相關專業的兩年制學位；不要求工作經驗。
維護客戶服務和前臺目標
- 管理日常運營，確保品質和標準，且每天滿足客戶的期望。
- 制定具體的目標和計劃，以便優先考慮、組織和完成工作。
- 處理投訴，解決糾紛，解決不滿和衝突，或與他人進行協商。
- 監督人員編制，確保賓客服務、運營需求和財務目標均得以滿足。
- 確保與員工進行經常性的持續溝通，以建立業務目標意識，傳達期望，認可績效並實現期望的結果。
- 瞭解部門運營對酒店整體財務目標和宗旨的影響，並設法實現或超越目標。
支援前臺團隊管理
- 利用人際關係和溝通技巧來引導、影響和鼓勵他人；宣導健全的財務/業務決策；表現出誠實/正直；以身作則。
- 鼓勵和建立團隊成員之間的相互信任、尊重和合作。
- 樹立榜樣，示範適當的行為。
- 監督和管理員工。管理所有日常運營。充分瞭解員工的職位，以便在員工缺勤時履行職責。
- 與員工建立和保持開放的協作關係，並確保員工在團隊內部也這樣做。
- 在前廳部經理或助理前廳部經理缺勤時，監督前廳部的所有區域。
確保卓越的客戶服務
- 提供超越預期的服務，實現客戶滿意並保留客人。
- 透過溝通和協助個人瞭解客人需求，並在需要時提供指導、回饋和個人輔導，改善服務品質。
- 回應並處理客人的問題和投訴。
- 為客戶關係樹立積極的榜樣。
- 授權員工提供卓越的客戶服務。
- 觀察員工的服務行為並向個人和/或經理提供回饋。
- 與客戶互動，以獲得關於產品品質、服務水準和總體滿意度的回饋意見。
管理專案和政策
- 實施客戶認可/服務計劃，傳達並確保該流程。
- 培訓員工並監督遵循所有信貸政策和程序，以減少壞賬和退款。
- 監督當天的銷售程序，最大限度地提高客房收入並控制酒店的入住率。
- 監督前臺日常輪班運作，並確保遵守所有政策、標準和程序。
- 確保酒店政策被公平一致地執行，根據標準和當地運作程序（SOP 和 LSOP）完成懲戒程序和存檔，並支援同事評議流程。
支持人力資源活動
- 支持他人的發展需求，並指導、輔導或以其他方式幫助他人提升知識或技能。
- 徵求員工回饋意見，採用「門戶開放」政策，並審查員工滿意度結果，以確定和解決員工的問題或疑慮。
- 將關於員工滿意度的問題提請部門經理和人力資源部注意。
- 根據需要協助面試和聘用具備適當技能的團隊成員。
- 支持部門入職培訓計劃，讓員工接受適當的新員工培訓，以成功履行工作職責。
- 參與員工漸進性懲處程序。
其他責任
- 透過電話、書面形式、電子郵件或親自向主管、同事和下屬提供資訊。
- 分析資訊和評估結果，以選擇最佳解決方案並解決問題。
- 及時向高管、同事和下屬通知和/或更新相關資訊。
- 在必要時履行前臺的所有職責。
- 在必要時，實行前臺換班。
- 開展部門會議並不斷傳達關於前臺目標的明確一致資訊，以實現期望的績效。
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