Offers “Marriott”

Expires soon Marriott

Assistant GR manager(Chinese speaking applicants only)

  • Moscow, Россия
  • Design / Civil engineering / Industrial engineering

Job description

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Desired profile

Qualifications :

JOB SUMMARY

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. Assists the Guest Relations Manager in leading the department and serves as the Head of Department in his / her absence.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 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; no work experience required.

CORE WORK ACTIVITIES

Managing Guest Services and Front Desk Operations

· 
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. Understanding employee positions well enough to perform duties in employees' absence.

Maintaining Guest Services and Front Desk Goals

· 
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.

· 
Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

· 
Assists with energy conservation efforts by monitoring compliance during property tours.

Supporting Projects and Policies Related to Guest Experience and Safety

· 
Supports implementation of the customer recognition/service program, communicating and ensuring the process.

· 
Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

· 
Sends copy of MOD report to all departments on a daily basis.

· 
Ensures compliance with all policies, standards and procedures.

· 
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

· 
Understands and complies with loss prevention policies and procedures.

Ensuring and Providing 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.

· 
Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.

· 
Serves as a leader in displaying outstanding hospitality skills.

· 
Sets a positive example for guest relations.

· 
Empowers employees to provide excellent customer service.

· 
Observes service behaviors of employees and provides feedback to individuals.

· 
Maintains high visibility in public areas during peak times.

· 
Provides immediate assistance to guests as requested.

· 
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

· 
Records guest issues in the guest response tracking system.

· 
Reviews comment cards and guest satisfaction results with employees.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• 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.

• Manages payroll administration.

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.

• Participates in employee progressive discipline procedures.

• Uses all available on the job training tools for employees.

• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

• Supervises on-going training initiatives and conducts training when appropriate.

• Participates in the employee performance appraisal process, providing feedback as needed.

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.

• Maintains high visibility in public areas during peak times.

• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

• Performs Front Desk duties in high demand times.

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

Make every future a success.
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