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Job Number ******** Job Category Rooms & Guest Services Operations Location
Sheraton Grand Rio Hotel & Resort, Avenida Niemeyer 121 - Leblon, Rio de Janeiro,
Rio de Janeiro, Brazil VIEW ON MAP Schedule Full-Time Located Remotely? N
Relocation? N Position Type Management
JOB SUMMARY
Responsible for all front office functions and staff. Areas of responsibility
include Bell Staff, Switchboard Operations, Guest Services/Front Desk and
Retail/Gift Shop, as applicable. As a department head, directs and works with
managers and employees to successfully execute all front office operations,
including guest arrival and departure procedures. Strives to continually improve
guest and employee satisfaction and maximize the financial performance of the
department.
CANDIDATE PROFILE
Education and Experience
" High school diploma or GED; 4 years experience in the guest services, front
desk, or related professional area.
OR
" 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, or related professional area.
CORE WORK ACTIVITIES
Leading Guest Services Team
" Utilizes interpersonal and communication skills to lead, influence, and
encourage others; advocates sound financial/business decision making; demonstrates
honesty/integrity; leads by example.
" Encourages and builds mutual trust, respect, and cooperation among team members.
" Serves as a role model to demonstrate appropriate behaviors.
" 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.
" Ensures recognition of employees is taking place across areas of responsibility.
" Communicates performance expectations in accordance with job descriptions for
each position and monitors progress.
" Celebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals
" Achieves and exceeds goals including performance goals, budget goals, team
goals, etc.
" Manages day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.
" Develops specific goals and plans to prioritize, organize, and accomplish your
work.
" 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 to produce desired results.
" 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.
" 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.
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.
" Supervises and managing employees. Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees'
absence.
" Acts as the Service Champion for the Front Office and creates a positive
atmosphere for guest relations.
" Displays leadership in guest hospitality, exemplifies excellent customer
service, and creates a positive atmosphere for guest relations.
" Strives to improve service performance.
" Empowers employees to provide excellent customer service.
" Ensures that all Front Office areas have an atmosphere that is conducive to the
overall guest experience.
" Reviews comment cards, guest satisfaction results and other data to identify
areas of improvement.
" Responds to and handles guest problems and complaints.
" Observes service behaviors of employees and provides feedback to individuals
and/or managers.
Managing and Conducting Human Resource Activities
" Identifies the 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.
" Solicits employee feedback, utilizes an open door policy, and reviews employee
satisfaction results to identify and address employee problems or concerns.
" Ensures employees are treated fairly and equitably.
" Manages employee progressive discipline procedures for Front Office Staff.
" Administers the performance appraisal process for direct report managers.
" Interviews and hires managers and hourly employee team members with the
appropriate skills and in a timely manner to meet the business needs of the
operation.
Additional Responsibilities
" Provides information to supervisors, co-workers, and subordinates by telephone,
in written form, e-mail, or in person.
" Analyzes information and evaluating results to choose the best solution and
solve problems.
" Informs and/or updates the executives, the peers and the subordinates on
relevant information in a timely manner.
" Identifies and analyzes Front Office operational challenges and facilitates the
development of solutions to prevent reoccurrence.
Marriott International is an equal opportunity employer. We believe in hiring a
diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law. When you join the
Sheraton family, you become a member of its global community. Weve been a place
to gather and connect since 1937. At Sheraton, associates create a sense of
belonging in more than 400 communities around the world. We invite, we welcome,
and we connect guests through engaging experiences and thoughtful service. If
youre a team player who is excited to deliver a meaningful guest experience, we
encourage you to explore your next career opportunity with Sheraton. Join us on
our mission to be The Worlds Gathering Place. In joining Sheraton Hotels &
Resorts, you join a portfolio of brands with Marriott International. Be where you
can do your best work, begin your purpose, belong to an amazing global team, and
become the best version of you.