Hotel Manager (HCM)

職務概要

Hotel Manager is responsible for operating and managing all work and operations staff in luxury hotel, working under the direction of the Operations Director. - Welcoming guests, and supervising hotel operations. - Scheduling and arranging work shifts for hotel staff. - Monitoring and checking work processes according to standards. - Conducting periodic evaluations of staff performance. - Controlling room quality, product quality, and customer service quality, ensuring cleanliness standards in guest rooms and public areas. - Monitoring reservation lists, room status, emails, sales, and service quality reports. - Reviewing KPIs (customer service quality, training quality, staff turnover rate, etc.). - Controlling and upgrading the system and equipment. - Managing operational and personnel costs. - Directly handling incidents that staff cannot resolve (guest complaints about service quality, room cleanliness, and other issues) to ensure maximum customer satisfaction. - Evaluating guest satisfaction, creating a positive impression for customers. - Building good relationships and images with all guests throughout their stay.