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Company | Marriott |
Address | Batam, Indonesia |
Employment type | FULL_TIME |
Salary | |
Expires | 2023-07-14 |
Posted at | 10 months ago |
Job Number 23106847
- High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Sends copy of MOD report to all departments on a daily basis.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Ensures compliance with all policies, standards and procedures.
- Strives to improve service performance.
- Understands and complies with loss prevention policies and procedures.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Records guest issues in the guest response tracking system.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Sets a positive example for guest relations.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Empowers employees to provide excellent customer service.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Responds to and handles guest problems and complaints.
- Serves as a leader in displaying outstanding hospitality skills.
- Ensures employees are cross-trained to support successfully daily operations.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Observes service behaviors of employees and providing feedback to individuals.
- Participates as needed in the investigation of employee and guest accidents.
- Celebrates successes and publicly recognizes the contributions of team members.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
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