[HN] KHÁCH SẠN SHERATON HÀ NỘI TUYỂN DỤNG CHUYÊN VIÊN ĐÀO TẠO 2023

Safety and Security

 Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

 Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

 Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

 Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).

 Maintain awareness of undesirable persons on property premises.

 Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

 Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

 Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

Policies and Procedures

 Protect the privacy and security of guests and coworkers.

 Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

 Maintain confidentiality of proprietary materials and information.

 Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

 Perform other reasonable job duties as requested by Supervisors.

Guest Relations

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

 Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

 Address guests' service needs in a professional, positive, and timely manner.

 Thank guests with genuine appreciation and provide a fond farewell.

 Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

 Assist other employees to ensure proper coverage and prompt guest service.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

 Speak to guests and co-workers using clear, appropriate and professional language.

 Provide assistance to coworkers, ensuring they understand their tasks.

 Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

 Talk with and listen to other employees to effectively exchange information.

 Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

 Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Assists Management

 Collaborate with management to formally recognize hourly employees' performance contributions.

 Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

 Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

 Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

 Coordinate tasks and work with other departments to ensure that the department runs efficiently.

 Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

 Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

 Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).

 Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

 Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

 Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.

 Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.

 Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.

Working with Others

 Develop and maintain positive and productive working relationships with other employees and departments.

 Partner with and assist others to promote an environment of teamwork and achieve common goals.

 Support all co-workers and treat them with dignity and respect.

 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

 Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

 Comply with quality assurance expectations and standards.

 Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

 Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.

 Stand, sit, or walk for an extended period of time or for an entire work shift.

 Visually inspect tools, equipment, or machines (e.g., to identify defects).

 Enter and locate work-related information using computers and/or point of sale systems.

Recruitment - Programs and Strategies

 Meet with managers, department and division heads to discuss staffing needs, recruitment needs, open requisitions, and required/desirable qualifications.

Hiring - New Employees

 Ensure company grooming standards are communicated effectively to all new employees.

Training - Needs Assessment

 Develop learning strategies and plans with management based upon deficiencies identified in a Needs Assessment.

Training - Development

 Design, develop, and produce training materials (e.g., facilitator/participant workbooks, manuals, brochures, job aids, posters).

 Prepare for training classes (e.g., materials, setup classes, breakdown classes).

 Design and create interactive training in various formats.

Training - Delivery and Tracking

 Conduct stand-up training to groups of employees.

 Monitor and ensure departments are conducting safety training and orientation.