용인 기흥구에서 최고의 customer service 채용공고 10개(지금 채용 중!)

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[Korea] Front Office Supervisor

Travelodge Hotels - Asia
서울 언주로

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채용공고 세부정보

정규직
9시간 전

상세 직무 내용

JOB OVERVIEW

Responsible to assist Front Office Manager in monitoring the global Front Office operations. Further in charge of the daily operations under FOM’s supervision.
Responsible for the guest’s satisfaction in accordance with the Hotel’s philosophy.
Achieve a high level of guest’s satisfaction by maintaining consistency and efficiency in service and politeness among the members of the staff.
Control the Front Office expenses to a minimum level and to maximize the revenue through room and outlet sales.
GM).

RESPONSIBILITIES
MAIN RESPONSIBILITIES

Shift briefings to be conducted for the shift.
Ensure professionalism and accuracy with information and billing during guests’ arrival and departure.
Pick-up & sending service should be handled with professionalism and a follow up with the driver on a regular basis ensures service is provided at all times.
Follow procedures for cash and security at Front Desk.
Ensure reservations with correct rate.
Ensure messages are accurate and passed on promptly.
Provide the best quality of accommodation and services to the guests, which correspond to their requirements and preferences.
Ensure that guestroom keys are issued with the hotel’s security in mind, and that any problems are resolved in a timely fashion.
Ensure that prior to arrival, the group has allocated rooms which are vacant ready and room keys are prepared to ease the check in process.
Ensure group requests for room assignment and check-in are managed effectively.
Ensure group check-out is managed in a timely and effective manner.
Ensure that all relevant revenues are posted in the PMS accordingly.
Upon the completion of a shift, all payment methods and all transaction codes balance to the relevant paperwork and that City Ledgers are completed correctly.
Positively respond to all queries (both internal and external), redirect to departments as required.
Maintain a positive selling approach to optimize yield in both occupancy and rates.
Ensure reliable safe storage of the guests’ belongings and minimize potential dangerous goods being stored at the hotel.
At all times, lobby should be clean, tidy and welcoming for our guests.
Encourage staffs to upsell breakfast
Control front office operations in regards of accounting procedures and guest service procedures.
Responsible for continuous departmental training.
Represent the hotel in a positive manner on and off duty.
Analyze results and give ideas to increase profitability.
Ensure that the statistics data concerning the daily operations of the Front Office are correctly recorded.
Optimize the sales by suggestive selling; train staff on selling techniques and ensure that they are implemented.
Promptly notify housekeeping of all late check- out & early check-in and special requests.
Ensure messages are accurate and passed on promptly.
Report any unusual occurrences and requests to Front Office Manager.
Handle every kind of requests and complaints of the guests.
Handle room changes according to availability.
Control the issue of room key.
Handle all inquiries of guests and give all the information required.
Prepare all the necessary forms required to carry out the daily operation.
Change foreign currency based on the daily bank rate given by the Financial Controller.
Transmit his/her knowledge to the staff to improve their performance and correct them if necessary.
Prepare all the necessary documents for the day-to-day operation and assign the tasks to subordinates.
Check that tasks are accomplished accurately by the staff.
Supervise the work of subordinates.
Check if the staffs are aware of issues and sign on log book daily basis.
Check the list of guestroom assignment for the next day.
Prepare the schedule of the staff.
Assist in developing training and development plans for staff; assist to implement and evaluate these plans.
Constantly control adherence to the grooming standards of hotel.

NIGHT SHIFT / SHIFT LEADER RESPONSIBILITIES (when rostered on night shift)

Own the Night Audit process end-to-end: review and certify the nightly rate audit report, confirming all room rates match confirmation/contract and limiting fraud risk.
Approve or decline credit check exceptions; confirm accommodation and incidental charges are sufficiently covered before EOD, escalating unresolved risk to the Front Office Manager.
Make the final call on overbooking "bumping" situations, balancing guest experience against hotel exposure.
Certify and sign off the End of Day (EOD) close; ensure contingency reports are available and accurate during the Night Audit Roll Over.
Serve as the first point of escalation for Guest Service Agents and the Shift Incharge on operational matters (rate audit, credit exceptions, bumping, compensation) within Supervisor-level authority.
GM) for life-safety, legal, or media-related matters — final responsibility for such incidents is shared with the on-call senior manager, not held solely by the Supervisor.
Approve guest compensation, refunds, or rate exceptions raised by GSAs or the Shift Incharge that exceed their authority.

HEALTH AND SAFETY

Practice safe work habits following Travelodge Hotels Asia Health, Safety and Environment policies. Wear protective clothing provided where necessary, and maintain clean and tidy work areas.
Report any health or safety hazards and accidents to your supervisor or manager on duty, and record on the appropriate Accident Report form immediately following accident, abided by Travelodge Hotels Asia Rehabilitation policy.
Ensure all equipment are kept in good working order, and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your direct manager, and record on appropriate maintenance report forms.
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturer’s specifications.
Be fully conversant with departmental fire and evacuation procedures.
GM) for emergencies during low-staffing overnight hours.

CUSTOMER SERVICE

Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests.
Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service.
Answer all correspondence and enquiries received during the working of receipt; maintain good public relations with customers.
Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
Implement the Travelodge Hotels Asia values and Travelodge Hotels Asia customer vision to ‘Offer the Best Service to Our Customers’.

HUMAN RESPONSIBILITIES

Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
Having good working relationship with colleagues.
Understanding, supportive, encouraging and helpful to your subordinates.
Take responsibility to ensure all required tasks are completed accurately and within given time frames.
Attend training programs and meetings as directed to constantly improve skills and knowledge.
Implement Travelodge Hotels Asia policy on EEO, Equal Employment Opportunity, and Harassment in the Workplace according to guidelines insuring employees are provided with a workplace free of discrimination, harassment, and victimization.
Follow the expectations and guidelines outlined in the Travelodge Hotels Asia Employee Handbook and the Hotel Staff Handbook.
Ensure hotel, customer, and staff information or transactions are kept confidential during or after employment with the company.
GM) for major incidents.

RELATIONS

Directly reports to Front Office Manager
GM.

LIMITS OF AUTHORITY QUALIFICATIONS & REQUIREMENTS

Approve guest compensation, refunds, and rate exceptions in line with the approved Compensation Guide.
Approve credit check exceptions and short-term City Ledger holds.
Make final overbooking "bumping" decisions.
Authorize rate adjustments within the approved rate code range.
Certify and sign off the nightly EOD / rate audit report.
Approve GSA / Shift Incharge schedule changes and shift coverage.
Approve compensation or write-offs beyond the limits defined in the Compensation Guide without FOM/OM approval.
Change published rate structures or contracted corporate/group rates.
Waive hotel security or cash-handling procedures.

QUALIFICATIONS & REQUIREMENTS

Associate's or Bachelor's degree in Hospitality, Tourism, or a related field preferred.
Minimum [2] years of Front Office experience; prior supervisory or shift-leader experience an advantage.
Proficiency with hotel PMS systems required.
Korean fluency required; business-level English preferred.
Willingness to work rotating shifts, including night shift, and to act as Shift Leader / senior on-site point of contact.

TRAVELODGE HOTELS ASIA CORE VALUES

Be Real - Be yourself
Be Accountable - Fix the problem and find the solution without delay
Be Loyal - Cooperate with others to achieve common goals/ results
Be Respectable - Show respect for diversity and employees’ contributions
Be Passionate - Be committed and give our best regardless of positions

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