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Trao đổi khi phỏng vấn 

Trao đổi khi phỏng vấn 

Trao đổi khi phỏng vấn 

1. Tuyển dụng, đào tạo

- Hoạch định chiến lược nhân sự phù hợp với Công ty tại từng thời điểm;

- Xây dựng định biên nhân sự; kế hoạch tuyển dụng định kỳ;

- Kiểm soát nguồn nhân lực đầu vào đảm bảo chất lượng

- Xây dựng, kiểm soát ngân sách tuyển dụng hàng năm;

- Xây dựng kế hoạch, chương trình đào tạo hàng năm và lộ trình phát triển của CBNV.

2. C&B

- Xây dựng quy chế tiền lương, thang bảng lương, các chế độ phúc lợi cho người lao động;

- Quản lý công tác chấm công, tính lương cho NLĐ;

- Quản lý việc thực hiện thủ tục với các cơ quan nhà nước bao gồm: Thủ tục về bảo hiểm, Thuế, Báo cáo tình hình sử dụng lao động, đăng ký thỏa ước lao động tập thể, nội quy lao động,... theo quy định của pháp luật hiện hành;

3. Quan hệ lao động

- Xây dựng các kế hoạch, biện pháp để ổn định các quan hệ lao động;

- Tham mưu, xử lý các trường hợp vi phạm kỷ luật lao động, tranh chấp lao động, mâu thuẫn lao động trong Công ty;

- Tuyên truyền phổ biến pháp luật lao động, tổ chức đối thoại giữa NLĐ và NSDLĐ đảm bảo sự hài hòa mối quan hệ giữa các bên.

4. Công việc khác

- Quản lý nhân sự cấp dưới, phân công và quản lý việc hoàn thành công việc của nhân viên

- Thực hiện báo cáo định kỳ hoặc đột xuất theo yêu cầu,...

- Các công việc khác theo sự phân công của Ban lãnh đạo.

Administering Employee Training Programs

• Promotes and informs employees about all training programs.

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

• Helps employees identify specific behaviors that will contribute to service excellence.

• Ensures employees receive on-going training to understand guest expectations.

• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

• Meets with training cadre on a regular basis to support training efforts.

• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.

• Meets regularly with participants to assess progress and address concerns.

• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

• Measures transfer of learning from training courses to the operation.

• Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.

• Aligns current training and development programs to effectively impact key business indicators.

• Establishes guidelines so employees understand expectations and parameters.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

• Participates in the development of the Training budget as required.

• Manages budget in alignment with Human Resources and property financial goals.

Administering Employee Training Programs

• Promotes and informs employees about all training programs.

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

• Helps employees identify specific behaviors that will contribute to service excellence.

• Ensures employees receive on-going training to understand guest expectations.

• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

• Meets with training cadre on a regular basis to support training efforts.

• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.

• Meets regularly with participants to assess progress and address concerns.

• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

• Measures transfer of learning from training courses to the operation.

• Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.

• Aligns current training and development programs to effectively impact key business indicators.

• Establishes guidelines so employees understand expectations and parameters.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

• Participates in the development of the Training budget as required.

• Manages budget in alignment with Human Resources and property financial goals.

Managing Quality Assurance Goals

• Attends daily ExCom meetings to give real time updates on hotel performance, address Guest Incidences and attends monthly department meetings to enhance quality training

• Presents and share weekly analysis on defect trends, guest feedback and provides recommendations on focus areas

• Record, track and communicate the progress of quality related activities in the Hotel to ExCom members, managers, associates and the Corporate Office.

• Facilitate Problem Solving meetings assuring the systematic process is adhered to, quality tools are used, and 100% resolution is achieved.

• Facilitate process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

• Immerses in operations to better understand issues/defects faced on the ground

• Drives several initiatives for BSA and guestVoice

• Conducts monthly audit to ensure compliance with company and brand standards

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

• Directs property quality efforts to address critical customer requirements

Executing Quality Training Programs

• Train ExCom members and managers on problem solving, process improvement and Strategic Planning techniques.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities

Managing Quality Tools

• Assures that management practices at all levels are aligned with quality tools

• Assures the tools for continuous improvements are in place and being utilized.

• Uses data collection methods to identify, compile, display, track, and analyze defect trends

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Responds to and handles guest feedback, problems and complaints e.g. social media, TripAdvisor

More details will be discussed during the interview

• Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.
• Communicate with potential owners via telephone to set up preview package sales/tours. Encourage guests or callers to purchase or schedule preview package sales/tours. Explain details and requirements related to attending a sales presentation to potential owners. 
• Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.
• Determine and give complimentaries to guests as gifts for their patronage (e.g., rewards points, show tickets). 
• Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing). Receive, record, and relay messages accurately, completely, and legibly.
• Assist management in training, evaluating, counseling, 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. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers. 
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. 
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. 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.

JD will be discussed through the interview

- Tiếp nhận và xử lý các booking đặt phòng với khách sạn qua điện thoại, email, OTA, TA… linh hoạt trong việc bán phòng trống, đảm bảo các yêu cầu đặt phòng được xử lý trong vòng 48 giờ.

Tuân thủ đúng quy trình nhận đặt phòng của khách sạn, đảm bảo ghi nhận đầy đủ và chính xác thông tin đặt phòng của khách để chuyển cho bộ phận liên quan chuẩn bị đón tiếp và phục vụ khách hàng.

Chú ý đến các yêu cầu đặt phòng VIP, khách hàng trung thành, khách công ty… để xếp phòng theo đúng yêu cầu.

Đảm bảo nắm rõ thông tin về các dịch vụ của khách sạn, các chương trình ưu đãi theo dịp hay áp dụng cho các đối tượng khách hàng khác nhau để giới thiệu chính xác đến khách đặt phòng.

-Tìm kiếm và tư vấn Khách hàng sử dụng dịch vụ Tiệc, Gala, Cưới...tại Khách sạn

- Phối hợp giải quyết các vấn đề phát sinh với khách hàng

Trao đổi khi phỏng vấn

- Soạn thảo hợp đồng, đề xuất, tờ trình, theo yêu cầu của công việc

- Lập báo cáo để kiểm soát doanh thu bộ phận theo yêu cầu để phục vụ cho công việc

- Theo dõi công việc của các bộ phận trong Phòng kinh doanh

- Tổng hợp các báo cáo theo yêu cầu công việc của phòng kinh doanh

- Làm các công việc khác theo chỉ đạo của cấp trên và BGĐ

Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing, copying). Prepare sales-related documents throughout the sales process (e.g., proposals, contracts, or banquet event orders). Promote awareness of brand image internally and externally. Gather materials and assemble information packages (e.g., brochures, promotional materials). Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Enter, retrieve, reconcile, and verify information (e.g., commissions, leads, third parties) in software involved in the sales process. Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events). Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests.

JOB SUMMARY

Assist in the management of rooms inventory to maximize cluster rooms revenue, as well as maintain accuracy of information and enhance automation efforts in reservation system. Perform all Revenue Management month end reporting and auditing and provide forward looking information for the purposes of forecasting, targeting need areas and balancing financial expectations. Accurately generate, process and update all property and market Revenue Management reports and serve as primary source for majority of reporting and analytical needs of the Revenue Management team. 

1. Revenue Administrative Duties

- Assist in the preparation of the agenda, critiques tracking, competitive analysis and other supporting documents for presentation at market sales strategy meetings.

- Assist in the implementation of hotel sales strategy in the reservation and inventory systems.

- Compile group pace and productivity reports.

- Update market and property specific sales strategy reports on a daily basis.

- Assist with system maintenance including but not limited to, inputting rate hurdles, monitoring forecasted demand, updating group forecasting and running daily system checks.

2. Inventory Control

- Assist in the management of rooms inventory to maximize cluster rooms revenue as well as maintain accurate reservation system information.

- Assist in managing room authorizations, rates, and restrictions, including communicating with rate restrictions and strategy to properties.

- Facilitate completion of Competitive Pricing Analysis. Generate all necessary reports for Revenue Management meetings.

3. More details will be discussed during interview

- Phụ trách quản lý và vận hành hệ thống OTA cho các cơ sở lưu trú.- Xây dựng bảng giá giá các gói sản phẩm, dịch vụ, tiện ích tại Khách sạn
- Phát triển các chiến lược để tăng doanh số bán phòng trên các kênh trực tuyến- Xây dựng và thực hiện kế hoạch Marketing các chiến dịch truyền thông,
- Nắm rõ thị trường (nôj địa và quốc tế) để có giải pháp điều chỉnh giá cả và dịch vụ đến Khách hàng và đối tác
- Các công việc khác của Trưởng Bộ phận

- Tìm kiếm và khai thác khách hàng,đối tác du lịch, Công ty lữ hành, Phụ trách thị trường miền Nam. Ngồi làm việc tại TPHCM

- Xây dựng bảng giá giá các gói sản phẩm, dịch vụ, tiện ích tại Khách sạn

- Thiết kế các chương trình ưu đãi đến khách hàng

- Xây dựng và thực hiện kế hoạch Marketing các chiến dịch truyền thông,

- Chăm sóc khách hàng cũ

- Nắm rõ thị trường (nôj địa và quốc tế) để có giải pháp điều chỉnh giá cả và dịch vụ đến Khách hàng và đối tác

- Xây dựng kế hoạch kinh doanh nhằm đạt kết quả Kinh doanh mà Cty đề ra

Responsible for proactively soliciting and managing large group/catering related opportunities with significant revenue potential. Manages group/catering opportunities not handled by an Event Booking Center (EBC). Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Verifies business is turned over properly and in a timely fashion for proper service delivery. Responsible for driving customer/guest loyalty by delivering service excellence throughout each customer/guest experience. Provides service to customers in order to grow the account on behalf of the company.