礼宾督导
发布于 大约 12 小时前基层主管/组长
AI 估算 · 15k–25k
Based on hotel industry supervisory level in Macau, market salary ranges from MOP 15k-25k per month.
职位详情
关于这个职位
As a Concierge Supervisor at W Macau, you will lead the front desk team to deliver exceptional guest experiences, handling special requests, coordinating services, and ensuring smooth operations. This role combines guest relations with supervisory duties, including training and scheduling staff.
工作职责
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Loss Prevention/Security of any guest reports of theft. Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
优先资格
Education: High school diploma or G.E.D. equivalent. Related Work Experience: At least 1 year of related work experience. Supervisory Experience: At least 1 year of supervisory experience. License or Certification: None
AI 洞察
优缺点分析
优点
- Work with a world-renowned luxury brand, enhancing your resume.
- Opportunity to lead a team and develop management skills.
- Exposure to high-end clientele and international work environment.
- Comprehensive training and career development programs at Marriott.
- Demanding work schedule including weekends, holidays, and long shifts.
- High pressure to maintain exceptional service standards at all times.
- Physical demands of standing, walking, and lifting for extended periods.
- This role is ideal for experienced hospitality professionals with supervisory experience who thrive in fast-paced, guest-facing environments and are passionate about delivering luxury service.
缺点 / 挑战
暂无明显挑战项
角色解读
- Advance to Front Office Manager or Assistant Manager within the hotel.
- Transition to other luxury hotel brands within Marriott International.
- Develop expertise in guest relations and move into regional or corporate roles.
- Coordinate guest special requests such as transportation, reservations, and dry cleaning, ensuring satisfaction.
- Supervise front desk staff, including hiring, training, scheduling, and performance evaluation.
- Handle guest complaints and resolve issues promptly while maintaining high service standards.
- Manage inventory of office supplies and ensure smooth daily operations.
- Strong interpersonal and communication skills to interact with guests and team members.
- Ability to multitask and prioritize in a fast-paced hotel environment.
- Supervisory experience with team leadership and coaching abilities.
- Proficiency in hotel property management systems and basic computer skills.
申请策略
- Research W Hotels brand culture and tailor your application to emphasize innovation and trendiness.
- Prepare to discuss specific examples of resolving guest complaints and leading a team.
- Emphasize previous supervisory experience in hospitality or customer service.
- Highlight specific achievements in guest satisfaction, team training, or process improvements.
- Showcase language skills, especially English and Chinese, as Macau serves international guests.
- Include any relevant certifications (e.g., hospitality management, safety training).
- Consider obtaining a hospitality management certification (e.g., AHLEI).
- Improve proficiency in hotel software like Opera or Fidelio.
面试指南
- Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
- Demonstrate leadership by focusing on team development and guest-centric solutions.
- Align answers with W Hotels' core values of 'Always/At Your Service' and 'Dare to be Different'.
- Describe a time you handled a difficult guest request. What was the outcome?
- How do you motivate your team during peak hours?
- What would you do if a staff member is not following service standards?
- How do you prioritize tasks when multiple guests need assistance simultaneously?
- Why do you want to work at W Macau specifically?
职位点评
Luxury hotel supervisory role with good development prospects but demanding hours and limited work-life balance.
从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。
薪资福利
The salary range is competitive for Macau, and Marriott offers benefits like health insurance and career advancement, but specifics are not detailed in the JD.
成长发展
The role offers supervisory experience and training responsibilities, with potential growth within Marriott's global network. However, the JD does not explicitly mention formal development programs.
工作生活
The role requires on-site presence, long hours including weekends and holidays, with physical demands. No mention of flexibility or work-life balance.
使命价值
Working in luxury hospitality provides opportunities to create memorable guest experiences, but the JD does not emphasize social impact or mission beyond company values.