- 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。
- 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.
- 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。
- 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.
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Hilton Shanghai, 中国 全职With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travelers who stay with us every year a welcome they will never forget. ...
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Hilton Huang Pu Qu, 中国 全职Sales Manager 销售经理( Job Number: · HOT09ZY7) Work Locations · :Waldorf Astoria Shanghai on the BundNo. 2 Zhong Shan Dong Yi Rd Huange PuShanghai200002 With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an op ...
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Hilton Shanghai, 中国 全职With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget ...
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Hilton Shanghai, 中国 OTHERWith thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget ...
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房务总监 Director of Rooms - Shanghai, 中国 - Hilton
描述
职位描述:
Position Summary:
岗位要求:
Job requirements:
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