Hyatt Jobs

Mobile Hyatt Logo

Job Information

Hyatt Guest Services Team Leader in ZHUZHOU, China

Description:
_行政_ Administration

§ 维护宾客服务中心日志。

Maintains the Guest ServicesDaily Log Book.

§ 及时提交所有客人/员工的事故报告。

Submits all guest / associate incident reports on a timely basis.

_薪资和生产力管理___ _Payroll & Productivity Management _

§ 通过在整个部门内建立灵活的员工编制,实施高效的薪资管理/资源分配。这将依据一个灵活的员工基数(全职员工和临时工)、多技能及多任务的原则。

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.

§ 指导下属确保生产力水平满足凯悦酒店集团房务部营运手册的要求。

Directs subordinates to ensure productivity meets Hyatt Hotels Corporation Rooms Operations Manual requirements.

§ 关注改进生产力水平及在可接受的指引下谨慎管理用品/薪资,确保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“灵活处理工作”(适当情况下)和简化工作流程,来回顾和不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.

_营运管理___ _Operational_

§ 协助副理确保宾客服务中心按照既定的理念顺畅运作,始终提供礼貌、专业、快捷、灵活的服务。

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.

§ 礼貌而高效的处理客人和员工询问,对不能立即解决的投诉和问题,向宾客服务副理报告。

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.

§ 与客人建立并保持良好的宾客关系。

Establishes a rapport with guests, maintaining good customer relationship.

§ 确保宾客服务中心、设施及储藏室的整洁并妥善保养。

Ensures cleanliness and maintenance of the Guest Services, equipment and storage.

§ 负责向所有来电者提供友善、高效的服务。

Responsible for the provision of friendly and efficient service to all callers.

§ 经常亲自检查,以确保使用宾客服务中心服务的客人、员工及公共区人员得到符合凯悦酒店集团标准的服务。

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.

§ 确保正确处理所有客人的留言、邮件及传真。

Ensures that all guests’ messages, mail and fax are handled and distributed properly.

§ 强化员工的主人翁精神及营销员的态度并做出表率,以使员工抓住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.

§ 确保高效协助客房送餐、餐厅预订、客房部、健身中心预订及工程部的职能。

Ensures that the departmental functions of Room Service coordination, Restaurant reservations, Housekeeping coordination, Fitness Centre reservations, and POMEC coordination are carried out efficiently.

§ 确保所有运营设备的正常运行,并在需要时汇报维修需求。

Ensures operating equipment is maintained in good working order and to report maintenance requirements.

_人员管理___ _People Management _

§ 协助引导宾客服务中心的员工在工作中遵循经营、财务及行政管理的理念,确保员工掌握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.

§ 通过参与管理,根据酒店制度和程序以及相关适用法律,对所有宾客服务中心员工进行紧密督导。

Through hands-on management, supervise closely all Guest Services associate in the performance of their duties in accordance with Policies & Procedures and applicable laws.

§ 给具备能力和资源的员工委派适当的工作和责任,在培养和发展员工的同时确保营运标准和安全。

Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.

§ 拥护和支持酒店的培训精神和以人为本的管理哲学,并和进修及培训发展部经理、宾客服务中心副理、部门培训员密切合作培养和发展员工。

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.

§ 发展及协助针对提高技能和知识的培训活动。

Develops and assist with training activities focused on improving skills and knowledge.

§ 确保员工完全理解酒店的规章制度并遵照执行。

Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.

§ 监督员工士气并提供工作表现及发展的反馈。

Monitors associate morale and provides mechanism for performance feedback and development.

§ 进行员工年度表现发展评估,提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_

§ 确保部门的服务一贯按照部门营运手册的标准,高效、一致和礼貌的完成。

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.

§ 按要求参加所有会议并做出贡献。

Attends and contributes to all meetings as required.

§ 确保所有员工始终提供礼貌和专业的服务。

Ensures all associates provide courteous and professional service at all times.

§ 礼貌而高效的处理客人和员工的询问,对不能立即解决的投诉和问题进行汇报,并及时回馈和跟进。

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.

§ 了解关于员工及行业关系的法律、法规,理解并严格遵守员工手册中的规章制度,及酒店关于防火、卫生、健康和安全的制度。

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.

§ 积极参与员工福利、安全、发展及健康的活动,并给予建议、咨询及真实、恰当的反馈。

Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.

§ 确保高标准的个人形象和仪容仪表。

Ensures high standards of personal presentation & grooming.

§ 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.

§ 始终展现负责的管理和行为,并以积极的形象代表酒店管理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.

§ 确保所有员工按计划参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及最新的了解,如城市的餐厅、购物区。

Has a sound updated knowledge of the local environment such as restaurants and shopping areas within the city.

§ 协助确保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、餐饮服务、餐厅、会议室、紧急电话号码以及相应设施。

Fully conversant with all activities within the Hotel, Food and Beverage functions, restaurants, meeting rooms, and emergency telephone numbers and facilities.

§ 根据酒店、行业和公司的指引,回应需求、改变,执行任何合理的任务及额外职责。

Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.

Primary Location: CN-43-Zhuzhou
Organization: Hyatt Regency Zhuzhou
Job Level: Full-time
Job: Guest Service Operations
Req ID: ZHU000247

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.

DirectEmployers