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Hyatt FO supervisor in HUZHOU, China

Description:

*

  1. Plans and supervises the day to day operations of the reception section which are related to the arrival and departure of guest, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations

计划并管理前台每日预抵,离店相关的情况,包括客房销售、VIP及团队客人的房间安排和入住登记情况

  1. Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards

协调并监督直接下属的每日工作,要求宾客接待员保持良好的仪容仪表,以确保客人满意并达到酒店的服务标准

  1. Carries out training for new employees and on the job training. Motivates staff to bring about excellent performance. Participates to the evaluation of staff performance once a year

负责新员工的相关培训及在职培训,激励员工保持优秀表现,并参与部门员工年度绩效评估

  1. Handle requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follows up when necessary

礼貌并有效的处理客人的要求和投诉。为确保客人的满意度,予以相关员工进一步的指导,并收集和记录所有客人的投诉和意见,必要时予以跟进

  1. During peak period, provides help and support to the receptionists with check-in, check-out and handling guest requests.

在入住和退房的高峰期,给予前台员工帮助和支持。并处理相关客人的需求

  1. Liaises and coordinates with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversees that guests’ specific requirements are addressed in an efficient manner.

与各相关部门联络和协调,以确保客人诸如房价、房型、账务和需求等所有信息准确无误。确保客人的特殊需求得到有效的处理

  1. Keeps abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.

确保酒店的产品和服务与宾客感兴趣的旅游商务信息保持一致

  1. At the end of shift, does handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation

班次结束之前,交接所有需要跟进的客人投诉、特殊情况和事件,以确保部门运作效率

  1. Accomplishes a set of administrative duties such as running briefing, producing, reviewing and writing reports and other specific duties related to the job . .

完成相关管理职责,如每日例会、工作回顾、书写报告以及与职位相关的其它工作职责

Qualifications:

  1. Plans and supervises the day to day operations of the reception section which are related to the arrival and departure of guest, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations

计划并管理前台每日预抵,离店相关的情况,包括客房销售、VIP及团队客人的房间安排和入住登记情况

  1. Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards

协调并监督直接下属的每日工作,要求宾客接待员保持良好的仪容仪表,以确保客人满意并达到酒店的服务标准

  1. Carries out training for new employees and on the job training. Motivates staff to bring about excellent performance. Participates to the evaluation of staff performance once a year

负责新员工的相关培训及在职培训,激励员工保持优秀表现,并参与部门员工年度绩效评估

  1. Handle requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follows up when necessary

礼貌并有效的处理客人的要求和投诉。为确保客人的满意度,予以相关员工进一步的指导,并收集和记录所有客人的投诉和意见,必要时予以跟进

  1. During peak period, provides help and support to the receptionists with check-in, check-out and handling guest requests.

在入住和退房的高峰期,给予前台员工帮助和支持。并处理相关客人的需求

  1. Liaises and coordinates with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversees that guests’ specific requirements are addressed in an efficient manner.

与各相关部门联络和协调,以确保客人诸如房价、房型、账务和需求等所有信息准确无误。确保客人的特殊需求得到有效的处理

  1. Keeps abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.

确保酒店的产品和服务与宾客感兴趣的旅游商务信息保持一致

  1. At the end of shift, does handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation

班次结束之前,交接所有需要跟进的客人投诉、特殊情况和事件,以确保部门运作效率

  1. Accomplishes a set of administrative duties such as running briefing, producing, reviewing and writing reports and other specific duties related to the job . .

完成相关管理职责,如每日例会、工作回顾、书写报告以及与职位相关的其它工作职责

Primary Location: CN-33-Huzhou

Organization: Alila Anji

Job Level: Full-time

Job: Front Office

Req ID: HUZ000099

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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