前厅培训经理 Manager, Training - Front Office

Job Summary
职位简述
To execute and to assist the Rooms Division in managing trainings and development function of the department ensuring that all，service and performance targets are achieved.
执行并协助房务部管理部门的培训和发展职能，确保所有服务和绩效目标得以实现。
Key Duties and Responsibilities
主要义务和职责
Identifies departmental training needs and coordinate improvement plans with departmental trainers
确定各部门的培训需求与部门培训师协调改进计划。
To facilitate customer service, supervisory and skills training workshops
方便客户服务，管理和技能培训的学习。
Review on daily basis JD Power scores of various Rooms Departments and ensure analyzing shortfall for further improvements.
每天根据 JD Power 得分的分值来审核，进一步改进不足和确定培训方案。
Attend daily Rooms operations meeting and share necessary information of training and development of colleagues
参加日常会议室的操作和分享同事的培训和发展必要的信息
Monitor and ensure that departmental trainings are conducted consistently.
监控并确保部门进行持续培训。
Manage and assist cross training initiatives within Rooms
在房务部管理和协助交叉培训计划
Assist and prepare training plans for Internship, management trainees and new joiners program within Rooms Division
协助并准备管理培训及新员工的培训计划
Manage and facilitate departmental trainings for the Rooms Division
管理和协助部门的部门培训
Facilitate delivery of training programs as required by Learning and Development of Atlantis Sanya
由三亚亚特兰蒂斯学习和发展部来促进培训项目。
Ensures and monitor that monthly on the job trainings are in placed in each area of the Rooms Division.
保证和监控，按部门的要求每月对岗位培训分区。
Assigns and nominate management colleagues for off the job trainings as per requirement of Atlantis Sanya
根据三亚亚特兰蒂斯的要求，指定管理人员进行工作培训
Ensure departmental training targets are monitored and achieved aligning with resort training targets
确保部门培训目标得到监控，并达到与度假培训目标相一致的水平
Coordinate with Learning & Development to ensure consistency of trainings in the Rooms Division of Atlantis Sanya
与学习与发展协调，确保亚特兰蒂斯酒店房务部培训的一致性
Utilize all development plans from Individual Performance Appraisals that individual team members’ requirements are achieved and that individual and departmental goals are followed through.
利用个人绩效评估的所有发展计划，个别团队成员的需求达到了，个人和部门的目标同时实现。
Conducts audit and assessment to individual team members related to training needs and analysis. Assessments must follow LQA/IFH Mystery Shopper standards
进行审计和评估团队成员个人相关的培训需求分析。评估必须遵循 LQA/神秘顾客的标准.
Conduct and facilitate internal colleagues surveys for Rooms Division all year round to ensure it aligns with annual ‘CES’
对公司内部房务部员工进行全年的调查，以确保其与每年的“CES”保持一致
Ensures that all employees are fully conversant and product knowledge is up to date with the hotels facilities and services.
确保所有员工完全熟悉产品知识是最新的酒店设施和服务。
Conduct a monthly product knowledge tests to maintain colleagues product knowledge levels
每月给同事进行产品知识测试。
Assist Departmental Trainers in their development and monitors the effectiveness of their trainings
协助部门培训师发展并监督他们的培训效果
Assist, Formulate and Implements Quality Core Processes within Rooms such as formulating necessary Standards and Procedure required by the business.
协助、制定和实施内部的质量核心流程，如制定业务所需的标准和程序。
Ensures and verifies that guests are receiving the best possible service available within the Front of House Operations that employees project professionalism and are well trained and provide friendly and efficient service, maintaining an atmosphere of tranquility.
确保并确认客人正在接受最有效的服务，在他们的工作前，员工们都是专业的，受过良好的培训，提供友好和高效的服务，保持一种安静的氛围
Assisting Operations during peak hours checking on the standards of services, cleanliness, greeting and assisting in checking in and checking out guests. Ensures all cash and foreign currency transactions are handled efficiently and appropriately.
协助运营高峰时段检查服务，清洁，迎接和协助入住和退房的客人。确保所有现金和外币交易都得到有效和适当的处理。
Verifies constantly that the physical product in all aspects is consistent with the hotel standards.
不断地验证所有方面的产品是否符合酒店的标准。
Ensures that all policies and procedure in regards to staff appearance, hygiene and sanitation are enforced.
确保所有有关人员外表、卫生和环境卫生的政策和程序都得到执行
Skills, Experience & Educational Requirements
技能、经验和教育要求
Minimum 2 years’ experience in the related field. Must be service oriented individual with good decision making capability.
至少 2 年相关领域的工作经验。必须具有良好的决策能力和服务意识。
College Level on any related hospitality course
大专水平的相关的课程。
Excellent administration, planning and analysis skills
优秀的管理、规划和分析的能力
Fluency and good command of English Language, both oral and written. Multi lingual skills will be an added advantage
流利，良好的英语口语和书面。有多种语言技能者优先。
Strong interpersonal skills
较强的人际交往能力。
Ability to analyze business trends and performance
分析业务趋势和性能的能力
Managerial skills and decision making responsibilities
管理技巧和决策责任
Ability to establish effective working relationships with all levels of employees.
能够与所有员工建立有效的工作关系
Accountability for delivering higher level of guest service and business result.
负责提供更高水平的客户服务和业务结果
Ability to handle different conflicts and overcome resistance
处理不同分歧和克服阻力的能力
Problem solving skills
解决问题的能力
Strong in leading and developing people
领导力强和发展员工
Ability to impact and influence internal and external audience.
能够影响和影响内部和外部的客人。
Accountability for self-development
责任自我发展
Adaptability and flexibility to the team and the requirements of the business
业务的需求对团队给予适应性和灵活性帮助
Ability to prioritize and organize effectively and delegate task where necessary
能够有效地安排和组织工作，并在必要的地方委派任务