Each year Mandariniental, Guangzhou selects a number of promising, passionate young hoteliers to become our Interns Management Trainees in selected departments within the hotel. The programs provide intensive training fsome of the top students study in the hotel schools across the globe.
The program provides aspiring students with a unique opportunity to develop to learn from leading hospitality professionals.
房务部管理培训生 Rising Fan - Rooms
Duties Supporting Responsibilities:
1. Ensure Legendary Quality Experience (LQE) standards are fully implemented, maintained executed throughout the department to meet exceed guests’ expectations accountable fachieving the goal of Guest Loyalty Satisfaction Survey (LRA) Mystery Shopper (D’Richey Coyle)
2. Support, promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect colleague commitment fachieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies legal requirements
3. MonitFLHSS standards fachieving the goal (FLHSS Audit) of the department as well as the hotel
4. Assist to promote upselling programmes in Front Office be always creative proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
5. Monitthe standard of telephone reservation taken by colleagues also responsible for, if applicable, Quality Track result (ResMax)
6. Continually proactively find ways to improve the scores of all audits related to the department
7. Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping Engineering to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices restaurants at least once every night
8. Develop thorough understanding of all FLHSS policies procedures be prepared to play an active leading role in any emergency situations
9. Handle any guest’s inquiries complaints, emergency situations, overbook situation ensure personally speak to any guest that are being transferred to another hotel. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases daily log, take appropriate follow up actions in individual guest profile (PSMS). Always share, report consult with Directof Front Office Operations of any guest complaint/ comment/ recommendation
10. Always stationed at hotel lobby to greet farewell guests, particularly VIPs arrivals/ departures by limousine, take an active role in carrying out guest recognition programme (e.g. taking photograph fVIPs, giving birthday amenities etc), maintain effective guest relations, builds rapport offer personalized service assistance
11. Reviewing arrival list, departure list birthday guest list on daily basis
12. Coordinate within Front Office other departments farrangement on VIPs’ arrivals departures
13. Check all rooms assigned fVIPs prito their arrivals ensuring amenities, room cleanliness room facilities are ready up to standard/ expectation
14. Work with Guest Relations Manager on extending courtesy call to VIPs long staying guests during their stay proactively offer assistance on any service arrangement e.g. departure transfer, restaurant booking, meeting arrangement etc as well as arranging occasional afternoon tea morning breakfast with them
15. Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations Concierge, whenever required busy
16. Relieve duty day-off of Guest Relations Manager/ Guest Services Manager when needed upon request by superior
17. Coordinate cooperate with Guest Services team on checking/ following room discrepancies, due-out, high balanced etc
18. Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programmes be ready to sell/ upsell/ cross-sell hotel services conduct hotel tour to guests at anytime
19. Overseeing the execution of Frequent Flyer Programme at Front Office (Alder) including but not limited to. response to guest inquiries, retro-claim, data export etc
20. Responsible fthe execution of key card system (e.g. issue employee key from key system, renew employee keys) be the main coordinatwith IT&T Engineering during system down. Work closely with Engineering on any key lock malfunctioning situations assist whenever required
21. Being the main coordinatof the department on monitoring supervising the handling daily usage of company keys (FLHSS related key management)
22. Be familiar with Guest Services, Guest Relations Concierge’s Standard Operations Procedures hotel’s policies procedures. Make recommendations on operating procedures to ensure smooth operation when necessary. Review with Assistant Front Office Manager on Assistant Manager related policies procedures periodically to ensure information are updated to current status
23. Assist with trainings colleague development
24. Familiar with Front Office related IT&T systems take part in any system related activities
25. Attend departmental daily briefing, monthly team meeting, departmental meeting and/ other meetings upon request by superior
26. Ensure instructions from senimanagement is being conveyed followed through
27. Always maintain a good work relationship with other departments
28.
Other ad hoc tasks duties as required by SeniAssistant Manager, Front Office Manager, Directof Front Office Operations Hotel Manager
餐饮部管理培训生 Rising Fan - F&B
Duties Supporting Responsibilities:
1. Provide leadership support fRestaurant colleagues.
2. Train, evaluate schedule Restaurant colleagues in accordance with the standards of the company policies guidelines.
3. Ensure the profitability, efficiency, creativity in the Restaurant.
4. Develop implement system fchecking maintenance of tabletop supplies through staff side work duties.
5. side work schedules fall positions. Ensure compliance follow through.
6. To supervise the maintenance cleanliness of the Restaurant at all times.
7. Identify areas fimprovement in service food & beverage quality by reviewing various service quality audit reports, guest comment cards guest incident reports, formulate action plans.
8. To encourage proactive, efficient, effective inter-departmental communication inder to promote a climate of teamwork enthusiasm.
9. To conduct assist colleagues counselling disciplinary procedures in accordance with Mandariniental, Guangzhou procedures.
10. To ensure proper care, security, maintenance of hotel equipment through proper supervision of service personnel.
11. Develop maintain all training programs on a continual basis to insure a high degree of professionalism within the colleagues.
12. Carry out any other reasonable duties responsibilities as assigned.
13. Underststrictly adhere to Rules Regulations established in the Colleague Handbook the hotel’s policies concerning fire, hygiene, health safety.
Job Request:
1. Strong interpersonal problem-solving abilities.
2. Excellent FO/F&B operation skill &
product knowledge.
3. Highly responsible & reliable.
4. Works well under pressure in a fast-paced environment.
5. Ability to work cohesively as part of a team.
6. Ability to focus attention on guest needs, remaining calm courteous at all times.
7. English language skills.
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