Recepción
Empresas: AC Hotels by Marriott
Managing Day-to-Day Operations • Supervises staffing levels to ensure that guest service and operational needs. • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Ensures associates recognition is taking place on all shifts. • Stays readily available/ approachable for all team members. • Establishes and maintains open, collaborative relationships with all associates. • Encourages and builds mutual trust, respect, and cooperation among team members. • Demonstrates knowledge of the brand specific service culture. • Serves as a role model to demonstrate appropriate behaviors. • Develops plans to prioritize, organize, and accomplish your work. Reporting • Analyzes information and evaluates results to choose the best solution and solve problems with the Front Office Manager. • Supporting progress toward guest services and front desk goals • Communicates a clear and consistent message regarding the satisfaction survey goals. • Helps to provides feedback to associates based on observation of service behaviors. • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Ensuring Exceptional Customer Service • Communicating and ensuring the process of customer recognition/service program. • Displays outstanding hospitality skills and sets a positive example for guest relations. • Empowers associates to provide excellent customer service. • Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others and the Front Office Manager. • Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results with the Front Office Manager. • Communicating the guest satisfaction during all departmental meetings and focuses on continuous improvement.