Quản Lý Bộ Phận Lễ Tân - Khách Sạn Sheraton

1. Maintaining Guest Services and Front Desk Goals:
Manages day-to-day front office operations to ensure quality, and standards, and meet customer expectations.
Develops goals and plans to prioritize and accomplish the work.
Handles complaints, disputes, and conflicts to resolve issues.
Manages staffing levels to meet guest service, operational, and financial objectives.
Communicate with employees to align them with business objectives and recognize performance.
Understands the department's financial impact on the overall property.
2. Supporting Management of the Front Desk Team:
Utilizes interpersonal skills to lead, influence, and encourage the team.
Builds trust, respect, and cooperation among team members.
Serves as a role model and supervises all front office areas in the managers' absence.
3. Ensuring Exceptional Customer Service:
Provides exceptional customer service to drive satisfaction and retention.
Responds to and handle guest problems and complaints.
Empower employees to deliver excellent customer service.
Gathers customer feedback and focuses on continuous improvement.
4. Managing Projects and Policies:
Implements customer recognition/service programs and ensures adherence.
Trains staff and monitors adherence to credit policies and procedures.
Supervises daily front desk operations and ensures policy compliance.
5. Supporting Human Resource Activities:
Assists in employee development, coaching, and mentoring.
Addresses employee feedback and concerns.
Participates in the hiring and training of new employees.
Supports employee discipline procedures.