赤坂の地で長く愛されるＡＮＡインターコンチネンタルホテル東京。801室の外資系大型ホ-
テルのゲストサービス全般の責任者としてのご勤務してみませんか。
夜勤を含むシフ-
ト制に対応できる方、IHGグループホテルなので将来のキャリアアップにもつながります。<-
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《主な仕事内容》
チェックイン、チェックアウトのフロント業務全般に加え、VIP-
ゲスト対応
、緊急時対応
クレーム対応の業務等を担っていただきます。
他部署との連携の元、国内外のお客様のご滞在を快適に保つ重要なポジションです。
グローバルな環境下で、あなたのスキルを活かしてみませんか？
・スタッフが好感度のある身だしなみ、および行動基準を遵守しているか
・定例のスタッフミーティングを計画・実施し
・フロントデスク、およびゲストリレーションスタッフの行動に注意を払い、プライオリティークラブメンバー、その他のVIPが特別な配慮と認知を受けることを確認
・VIPやその他の特別ゲストの部屋割り・出迎え・見送りについて、ゲストリレーションをアシスト
・ゲストの特別な依頼に真摯に耳を傾け、関係部門と調整し問題を解決
・ピーク時には、チェックイン、チェックアウト、予約業務だけでなくフロント前のゲストの整備やクラブラウンジ、ビジネスセンター業務をアシスト
・効率的なチェックイン・チェックアウト・予約受注が常に行われていることを確認
・割引やアップグレードが正当に行われていることを確認
・ホテルのすべての緊急対応手順を完全に理解し、緊急事態発生時に適切に対応
・コンピューターシステム(OPERA)に精通しシステムを駆使したゲストサービス提供
・翌日および週間のフォーキャストを常に注視し、適切な人員調整を行う
・宿泊部長、経理と協力し、自セクションの予算を作成、管理する
・宿泊部長、人事と協力し、自セクションの人員計画を行う
・夜間、ホテルの公共エリアおよびバックスペースの巡回を実施
・夜間に起こったすべてのクレームを把握し適切な指示を与える
・インシデントレポートの作成
等
必要なスキル
- デューティーマネージャーもしくはフロントオフィススーパーバイザー以上の業務経験（2年以上）
- ビジネスレベルの日本語・英語
- 国内ホテルでの業務経験
- 顧客、従業員、第三者との優れた交流能力と問題解決能力
- リスクマネジメント能力
- Microsoft
OfficeとOPERAシステムの高い運用スキル - 高い文章力
- 問題解決能力と組織化能力
- 高い英会話能力
【Job
Overview】
style="font-size:10.5pt;letter-spacing:-.15pt;" lang="EN-US">Oversee the hotel
operations for the day or night shift to ensure guest service standards are met
and that hotel assets are secured and protected.
style="font-family:"Arial Narrow",sans-serif;">
style="font-size:12.0pt;" lang="EN-US">
style="font-family:"Arial",sans-serif;">
style="font-size:10.5pt;" lang="EN-US">Represents the hotel’s management
in judgment and decision making while typically in charge of hotel operations
in the absence of General Manager and/or other management staff. Does
not routinely perform front desk or night audit
functions.
style="font-family:"Arial",sans-serif;">
style="font-size:10.5pt;" lang="EN-US">【Duties
and Responsibilities】
style="tab-stops:list 36.0pt;">
lang="EN-US">Manage day or night operations of the hotel.
Conduct periodic walk-through of each department. Tour public areas
and grounds to ensure the appearance of such areas reflects highly on the hotel,
brand, and Company. Correct any deficiencies.
style="tab-stops:list 36.0pt;">
lang="EN-US">Monitor performance of employees scheduled during shift
and recommend and/or initiate disciplinary actions in accordance with company
rules and policies. Report serious issues to respective management
for follow-up.-
style="font-size:10.5pt;" lang="EN-US">Oversee the front desk and night audit
functions in accordance with established procedures; ensure guests receive
prompt, professional attention and are greeted upon arrival, and that the audit
function and reports are completed on time. - May also have oversight
of the security function at night. - Resolve all guest
complaints in a prompt and professional manner and in accordance
with established service recovery guidelines to ensure guest satisfaction
and repeat business. -
style="font-size:10.5pt;" lang="EN-US">Coordinate employee and guest
evacuation/notification in the event of an emergency.
style="tab-stops:list 36.0pt;">
lang="EN-US">Assist in educating employees on current safety issues to ensure
compliance with all health and safety regulations. Inform management
of hazardous situations, emergencies or threats to the security of guests,
employees or hotel assets. - Manage day or night
operations of the hotel. Conduct periodic walk-through
of each department. Tour public areas and grounds to ensure the appearance
of such areas reflects highly on the hotel, brand, and Company. Correct
any deficiencies. -
style="font-size:10.5pt;" lang="EN-US">Monitor performance of employees
scheduled during shift and recommend and/or initiate disciplinary actions
in accordance with company rules and policies. Report serious issues
to respective management for follow-up. - Oversee the front desk
and night audit functions in accordance with established procedures; ensure
guests receive prompt, professional attention and are greeted upon arrival,
and that the audit function and reports are completed on time.
style="tab-stops:list 36.0pt;">May
also have oversight of the security function at night.
style="tab-stops:list 36.0pt;">
lang="EN-US">Resolve all guest complaints in a prompt and professional manner
and in accordance with established service recovery guidelines to ensure guest
satisfaction and repeat business.- Coordinate employee
and guest evacuation/notification in the event of an emergency.
style="tab-stops:list 36.0pt;">
lang="EN-US">Assist in educating employees on current safety issues to ensure
compliance with all health and safety regulations. Inform management
of hazardous situations, emergencies or threats to the security of guests,
employees or hotel assets. - Ensure procedures
are followed for security of monies, credit and financial transactions,
and guest security. -
style="font-size:10.5pt;" lang="EN-US">Throughout shift conduct routine
inspections of the front office and public areas to ensure the appearance
of such areas reflects highly on the hotel, brand, and Company. Correct
any deficiencies. -
style="font-size:10.5pt;" lang="EN-US">Document and record all incidents
involving guests or employees, or other relevant events, on the appropriate
reports, e.g., Manager on Duty Report. Report any injuries to Loss
Prevention in accordance with policies and procedures.
style="tab-stops:list 36.0pt;">May
serve as “manager on duty” as required.- Perform other duties
as assigned.
style="font-size:10.5pt;" lang="EN-US">Required Skills
–
-
style="margin-bottom:.0001pt;margin-right:-4.5pt;margin-top:0mm;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline;">
style="font-size:10.5pt;" lang="EN-US">Great Communication skills and problem
solving skills between guests, colleagues and third party -
style="margin-bottom:.0001pt;margin-right:-4.5pt;margin-top:0mm;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline;">
style="font-size:10.5pt;" lang="EN-US">Risk management
skills -
style="margin-bottom:.0001pt;margin-right:-4.5pt;margin-top:0mm;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline;">
style="font-size:10.5pt;" lang="EN-US">Proficient in the use of Microsoft Office
and OPERA -
style="margin-bottom:.0001pt;margin-right:-4.5pt;margin-top:0mm;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline;">
style="font-size:10.5pt;" lang="EN-US">Good writing skills
-
style="margin-bottom:.0001pt;margin-right:-4.5pt;margin-top:0mm;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline;">
style="font-size:10.5pt;" lang="EN-US">Problem solving, organizing
skills -
style="margin-bottom:.0001pt;margin-right:-4.5pt;margin-top:0mm;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline;">
style="font-size:10.5pt;" lang="EN-US">Japnese and English
skills
style="font-size:10.5pt;" lang="EN-US">Experience
–
style="font-family:"Arial",sans-serif;">
style="font-size:10.5pt;letter-spacing:-.15pt;" lang="EN-US"> 2 years
of guest service / hotel experience with one year in a management capacity,
or an equivalent combination of education
and experience.
