Recepción
Empresas: AC Hotels by Marriott
Leading Guest Services Team • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound business decision making; demonstrates integrity; leads by example. • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Maintaining Guest Services and Front Desk Goals • Achieves and exceeds goals including performance goals, budget goals, team goals. • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. • Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals. • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. • Understands the impact of Front Office operations on the Rooms area and overall property financial goals. • Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies • Ensures compliance with all Front Office policies, standards and procedures. Ensuring Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and retention. • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations. • Empowers employees to provide excellent customer service. • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. • Responds to and handles guest problems and complaints. Managing and Conducting Human Resources Activities • Identifies developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. • Establishes challenging, realistic and obtainable goals to guide operation and performance. • Interviews and hires employee team members.