职位概述:

执行对前厅部员工的日常监督，管理和领导。当班时管理前厅部工作并提供对客服务，特别是外籍宾客团队及个人的跟踪服务。在酒店高级管理人员和部门经理不当班时担任值班经理

To provides day to day supervision, direction and leadership to the Front Office person under the guidance of Front Office Manager. Handle guest relations and requests, especially proactively takes care of foreign groups and individuals. Act as Duty Manger in the absence of senior management and department heads

职位描述:

1. 主持前厅部的交班会，确保良好的沟通。

Hold Front Office daily briefing; make sure the good communication on the briefing.

2. 每日班前了解房态信息 /其它酒店的房间状况/员工排班/车辆安排/酒店活动等情况。

At the start of the shift facilitates the smooth transition from learning Room Situation in the Hotel / room Situation in the city / staff roster / limousine log / tickler file for the day’s event

3. 检查并发送每日报表，确保准确性，其中包括房态、可卖房情况。

Examines the daily report for information and accuracy, including status and availability of rooms

4. 每班检查当日抵店客人信息，包括贵宾、回头客人、团队的情况以及特别要求。

Review arrival information on a daily basis; VIP, Regular guests, Groups, special requests etc.

5. 确保大堂区域包括电梯间、自动扶梯和卫生间的清洁整齐, 检查大堂背景音乐，灯光及香薰的相关运作情况。

Ensure lobby area is clean and tidy including lift area, escalator and washroom，and ensure the music plays normally, keep the light and the aromatherapy do the good operations.

6. 确保早上退房顺利进行

Check with the Front Desk Service Associate to ensure that morning check-outs are proceeding smoothly.

7. 检查预抵贵宾的房间，做好房间布置，并及时通知客房部发现的问题。

Checks expected VIP arrival rooms and set up for the room, informs Housekeeping of any

8. 对医疗要求和紧急事件做出快速反应,发生意外事件，向管理层和相关部门经理避免相似的意外，事故，失窃等再次发生。

Responds immediately on medical requests and emergencies. In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incident, accident, theft, complaint, etc

9. 迅速处理客人投诉，并通知相关的部门经理。

Promptly handles guest and patron complaints and informs the necessary department heads when appropriate.

10. 检查车道确保没有障碍物。

Check drive way area and ensures no obstruction.

11. VIP入住时，陪同VIP抵达房间并做相关介绍。

Escort VIP guest to the designated room， and make an introduction for our hotel.

12. 检查HIGH BALANCE REPORT,会同财务人员对一些超高消费额度的客人采取相应行动。

Review the in house guest accounts (high balance) each day. As certain guest’s method of payment and takes necessary action for those guests balances which exceeds house limit together with relevant accounting personnel.

13. 与所有部门保持良好的工作关系

Maintain good working relations with all departments

14. 熟悉前厅部工作标准及程序

Familiar with Front Office Standards and Procedures

15. 按照酒店的政策和程序处理无法发现预订记录和酒店客满时婉拒客人入住的情况

Assist in handling claimed reservations and turn-away according to Hotel’s policies and procedures

16. 向管理层汇报酒店运行过程中的不足和不合理行为

Report to management on deficiencies and irregularities noted in the operation

17. 对酒店房价、折扣、包价、酒店设施、特别事件要全面了解

Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.

18. 确保客人的抱怨被合适的记录并采取行动避免客人不满意的离开酒店。必要时从管理人员处获得帮助

Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed

19. 时刻高度了解酒店相关公司計划。

Maintain good knowledge of all corporate programs

20. 协助解决财务问題、争议、丢失的备分等

Assist in resolving accounting matters, disputes, missing back-ups etc

21. 协助部门的培训和评估

Assist in departmental training and assessments

22. 积极思考对部门和酒店有利的建议和系统

Be alive to new ideas and system which could benefit the department and hotel

23. 尽可能用最好的方式代表酒店管理层处理与客人有关的一切事宜

Represent Management in all guest related issues in the best possible way

24. 处理客人要求并通过亲自追踪相关部门负责确保客人的要求被满足

Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments

25. 在值班记录簿上为管理层记录所有重要事件和客人评论

Log all incidents of importance and guest comments in shift logbook for Management

26. 欢迎贵宾、常客和长住客人并确保他们满意分配给他们的房间

Meet VIPs, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory

27. 协助调查和解决客人的书面投拆

Assist in investigating and resolving written guest complaints

28. 维持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助

Maintain effective guest relations, builds rapport and offer personalized service and assistance

29. 在必要时协助前台工作，帮助客人登记入住，结帐离店等等

Assist Reception when required, help guest check in, check out, etc

30. 负责酒店夜间运行，根据具体程序完成夜间审计工作

Be responsible for night duties, carry out hotel night audit according procedure

31. 作为酒店紧急行动队的一员，了解酒店关于火灾、空袭、撤退等的紧急程序

Be knowledgeable of the hotel’s emergency procedures in regard to fire, bomb threat, evacuation, etc. as part of the Emergency Response Team

32. 当有关部门的领导没空时协助其它部门解决问题

Assist other departments in resolving problems when Department head concerned is

not available

33. 在各服务区域进行协调

Supervise work operations of the department

34. 解决争端

Resolve disputes

35. 约束员工遵守纪律,明确公司的操作红线，严守公司商业信息保密政策。

Discipline staff when necessary，Clarify the company’s operational red line and strictly adhere

to the business information policy.

36. 协助准备员工排班

Assist with the preparation of staff rosters

37. 协助员工的培训和发展

Assist with staff training and development

38. 给予所管辖的员工以不断的建议和支持

Provide ongoing advice and support to staff under your supervision

39. 指导员工表现和正确的绩效评估

Supervise staff performance and correct PBC.

40. 向客人提供优质服务

Deliver high quality service to guests

41. 确保客人需求和合理要求被满足

Ensure guest needs and reasonable requests are met

42. 通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务

Seek opportunities to continually improve guest service

43. 采取合适的行动解决客人的投拆

Take appropriate action to resolve guest complaints

44. 使用促销和建议性的销售技巧销售酒店的产品与服务

Sell the hotel products and services using up-selling and suggestive selling techniques

45. 促销酒店的产品与服务

Promote the hotel products and services

46. 维持对产品和服务的高度了解以便于向客人解释及销售服务和设施

Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

47. 坚持酒店安全制度、紧急情况处理规定和程序

Adhere to the hotel’s and emergency policies and procedures

48. 熟悉对财产安全、紧急救护和火警等处理程序

Be familiar with property safety, current first aid and fire emergency procedures

49. 依照酒店要求记录安全日志和事故记录

Log security incidents and accidents in accordance with hotel requirements

50. 保持维护所在工作区域的高度整洁

Ensure a high level of cleaning is maintained in work area

51. 确保所有报告和服务都按时完成

Ensure all reporting and servicing deadlines are met on a timely basis

52. 遵守酒店的工作政策及程序，遵守员工手册中的条款。

Abide by the Hotel’s Policies and Procedures and the hotel’s Associate Handbook.

53. 完成你上级交待的其它任务

Carry out other tasks as directed by your supervisors

任职条件:

工作所需知识、技能：

Required skills and knowledge:

1. 掌握前厅部工作知识并且十分熟悉前厅部日常运行

Good knowledge and very familiar with all front office area operation

2. 良好的英语能力

Good English language skill

3. 良好的管理技能

Good supervisory skill

4. 良好的沟通技巧

Good communication skill

5. 良好的组织以及解决问题的能力

Be good at organize and problem solving

6. 良好的财务知识

Good finance knowledge

任职资格 Job Qualification

1) 学历要求：Education

高中学历或以上学历，本科学历优先

High school or equivalent education required. Bachelor’s Degree preferred.

2) 工作经验 Work Experience

具备国际高端酒店同岗位工作经验1年或宾客关系主任2年以上工作经验

Equivalent position experience in upper upscale international hotel and or holds two years of experiences as GRO.

备注：你的简历信息将会被我们转发到我们的第三方招聘系统进行流程使用。我们会采用合理的安全措施来保护您的个人数据安全，如您继续申请该职位，即表示您已知晓并认可我们的操作。

Remarks: Your resume and personal information will be forwarded and handled by the third party's recruitment system. We will take proper measures to protect your personal data. If you continue to apply and submit, it will be regarded that you acknowledge and agree to proceed.