Director of Customer Service 服务总监

[{{ $ctrl._job.status.name | translate}}] Director of Customer Service 服务总监
The Westin Pazhou

Posted

Job description

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

JOB SUMMARY

Manages housekeeping functions and staff to validate that property guest rooms, public space and associate areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department. Verifies that standards and procedures are being followed.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the housekeeping or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Managing Housekeeping Operations

• Maintains strong working relationship with Front Office to verify effective communications for operational issues.

• Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.

• Inventories stock to verify adequate supplies.

• Verifies that guestrooms, public space and associate areas are cleaned according to operating standards.

• Verifies compliance with all housekeeping policies, standards and procedures.

• Initiates and maintains an effective inspection program including rooms, public areas, associate work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.

Managing Departmental Costs

• Supervises and approves the budgeting and ordering of guestroom and cleaning supplies.

• Understands the importance of department’s operation on the overall property financial goals and educates staff on details as appropriate.

• Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.

• Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.

Verifying Exceptional Customer Service

• Responds to and handles guest problems and complaints effectively.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

• Empowers associates to provide excellent customer service.

• Develops goals and expectations for direct report managers.

• Celebrates successes and publicly recognizes the contributions of team members.

• Reviews associate satisfaction results to identify and address associate problems or concerns.

• Communicates expectations, recognizes performance, and produces desired business results.

Conducting Human Resources Activities

• Verifies that property policies are administered fairly and consistently.

• Verifies that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Establishes goals and objectives for all areas of responsibility.

• Directs staff to strive for continuous improvement in all areas of responsibility.

• Interviews and hires management and hourly associates with the appropriate skills to meet the business needs of the operation.

• Manages associate progressive discipline procedures for areas of responsibility.

• Reviews staffing levels to verify that guest service, operational needs and financial objectives are met.

• Establishes and maintains open, collaborative relationships with associates and verifies that associates do the same within the team.

• Verifies that associates are treated fairly and equitably.

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Full-time
Location
Guangzhou, China
Department
Housekeeping
Starting in
As soon as possible

Other suggested jobs

{{:: 'Laundry Manager' | ellipsis : 40 : true }}

{{:: 'The Ritz-Carlton, Shenzhen' | ellipsis : 35 : true }}

{{:: 'Laundry Attendant' | ellipsis : 40 : true }}

{{:: 'The Westin Dubai Mina Seyahi Beach Resort & Marina' | ellipsis : 35 : true }}

{{:: 'Housekeeping Room Attendant (Female)' | ellipsis : 40 : true }}

{{:: 'Southern Sun Abu Dhabi' | ellipsis : 35 : true }}
Other jobs
Housekeeping Coordinator
Chicago, IL, United States
Part-Time Bartender Milano Italian Dining
Kansas City, MO, United States
Loss Prevention Officer (PM Shift)
Sarasota, FL, United States
Cook I - Main Kitchen
Rancho Mirage, CA, United States
Housekeeper
Morrisville, NC, United States
View 16126 other offers