MAJOR RESPONSIBILIES 責任概要?:
Responsible for directing and overseeing operational activities affecting guest relations. In the absence of the Head of a unit, monitors activities of same. Represents management in the important area of guest relations with the primary role as “hotel host”, of personally welcoming as many guests as possible and offering services.
負責管理監(jiān)督客戶關系服務的事宜。在賓客服務的重要區(qū)域以“酒店主人”的身份親自歡迎盡可能多的客人并提供服務。
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SPECIFIC DUTIES 工作任務?:
1.?Acknowledges turnover by outgoing counterpart of the emergency key and the Assistant Manager’s log book.
通過應急鑰匙和大堂副理記事本核對客流量。
2.?Reviews log book with departmental heads to check on guest service conditions or to recommend changes on existing practices.
與部門主管一起查詢記事本來核實賓客服務的條件或推薦在已有情況下的更改。
3.?In the absence of the Departmental Head/Assistant Departmental Head. Sectional Head of an operations unit, monitors the performance of the staff, advises Head of unit of same.
在部門主管/部門主管助理，分部主管不在時監(jiān)督員工工作表現(xiàn)，給主管提出建議。
4.?Receives, records and acts on relays complaints and grievances as well as compliments and
commendations.
接受、記錄并處理酒店受到的客人的褒獎抱怨和委屈。
5.?Arranges for limousine and photo services for VIPs and dispatches all pertinent information about said persons to company executives concerned.
為貴賓客人安排豪華轎車和拍照服務并將上述客人的相關信息分發(fā)至相關的公司主管。
6.?Offers assistance and provides needed/sought information to guests and VIPs upon their arrival at the lobby; escorts guests to their rooms and requests them to register in the VIP Guest Book whenever necessary.
提供幫助并在客人和貴賓到達酒店大堂時提供所需信息，在必要時請他們在貴賓客人登記本上登記。
7.?Arranges accommodation of overflow guests in alternate hotel(s) and keeps record thereof; arranges for their return to the Hotel the following day or when conditions allow/exigencies require/justify.
為過剩的客人安排就近的酒店食宿并作記錄，如果條件允許，安排他們隔天回酒店/緊急處理/證明。
8.?Handles questions of charges, investigations of any guest comments and co-ordination with emergency plans.
處理有關費用的問題，調查任何客人的評價，緊急事件處理。
9.?Makes rounds/conducts inspections on the lobby, of all but not limited to other guest areas in the interest of security, safety, guest relations, economy/conservation and acts, records, monitors to officer(s) concerned and superior(s) operational activities and unusual occurrences, incidents, irregularities, illegitimate activities and significant events affecting unites/or the Hotel as a whole; handles lost-and-found matters.
在大堂里巡視監(jiān)督酒店安全、客戶關系、經(jīng)濟/對話與行為，不包括客人區(qū)域，記 錄并監(jiān)督相關員工指導相關工作及區(qū)域或酒店的不尋常的地方和重大事情，處理遺失事件。
10.?Authorizes room or rate changes, paid-outs, rebates, cash advances, release of airline crew allowance, acceptance of personal or company checks, assumption of liabilities, “charge to” billing, etc. following or on the basis of established policies, standards and procedures.
對換房進行管理，根據(jù)酒店擬定的政策，標準和程序處理退還現(xiàn)金，費用修正，預 付金，機場代表費用，接受個人或公司支票，欠賬處理，轉賬賬單處理，等等。
11.?Co-ordinates with line departments concerned on discrepancies in room status.
與在房態(tài)上有差異的部門聯(lián)系協(xié)作。
12.?Does other duties assigned by the immediate superior.
根據(jù)即時情況安排其他工作。
JOB SPECIFICATION職位要求 :
Profile of Competency
工作能力:
·?Must be familiar with Front Office operations
·?必須熟悉前廳部的操作
·?Personable and charming
·?氣質良好，迷人
·?Verbal and written facility
·?口頭表達和書面表達能力良好
·?Able to relate with different types of personalities
·?能與不同個性的人交流
·?Should be well versed in local city history, places of interest, shopping areas, theatres, etc. for better guest service
·?精通當?shù)爻鞘袣v史，名勝古跡，購物區(qū)，劇院，等等，以便提供給客人更好的服務
Language 語言能力:
·?English, Chinese
·?英語，中文
Education 教育:
·?Preferably college graduate or equivalent in experience
·?大學專科畢業(yè)以上或同等學歷
Job License
資格?/ 等級証:
·?At least 2 years’ experience in a hotel of international standard
·?至少2年以上在國際標準酒店工作經(jīng)驗
