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Maintain the Friendly and Efficient Service in Front Desk 保持友善和高效前臺(tái)服務(wù) ? ·???????? Co-ordinate all arrivals and departures, monitoring waiting times, always keeping every guest informed and ensuring that they are as comfortable as possible. Meet and greet VIP guests. 協(xié)調(diào)所有入住和離店的辦理，關(guān)注客人等房時(shí)間，保持客人被告知各種狀況并確保每一位客人盡可能的舒適和滿意。接待貴賓。 ·???????? Ensure LQA standards are implemented and delivered to every guest. 掌握LQA在對(duì)客服務(wù)中被遵守和執(zhí)行。 ·???????? Handles guest and Heartiest enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found. 禮貌且高效地處理客人及心藝家的要求，遇到投訴或問題，如不能馬上找到解決辦法，要向上級(jí)報(bào)告。 ·???????? Ensures the receptionist operate with suitable sales attitude, and that all Heartiests are aware of the Hotel’s facilities, services and focal selling points to professional present to guest at every appropriate opportunity. 確保前臺(tái)接待都有很好的銷售意識(shí)，并熟知酒店的設(shè)施、服務(wù)和賣點(diǎn)，并在合適的機(jī)會(huì)以專業(yè)的態(tài)度展現(xiàn)給任何一個(gè)潛在的客人。 ·???????? Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination. 掌握酒店產(chǎn)品知識(shí)，確保貴賓及活動(dòng)信息的時(shí)效性和準(zhǔn)確性。 ·???????? Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners. 參與團(tuán)隊(duì)接待，檢查并確保團(tuán)隊(duì)預(yù)訂的細(xì)節(jié)達(dá)到要求，并與會(huì)議/團(tuán)隊(duì)組織者保持聯(lián)系。 ·???????? Ensure that there is adequate Heartiest coverage at the Front Desk at all times; and be present at the Front Desk whenever possible. 確保前臺(tái)隨時(shí)都有充足的人手，并隨時(shí)在前臺(tái)處理所有對(duì)客事宜。 ·???????? Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Front Desk is continuously clean and tidy. 確保整個(gè)前廳部及其周邊區(qū)域，包括大堂、禮賓部和前臺(tái)區(qū)域，從始至終干凈整潔。 ·???????? Be fully competent in all reception and cashier duties, and cover all shifts if required. 完全勝任所有前臺(tái)接待職責(zé)；如需要，可以承擔(dān)所有班次的職責(zé)。 ·???????? Deal with room moves and other special guest requirements, maintain amicable and co-operative working relations with all other departments, and ensure seamless communication. 處理諸如換房等客人特殊訴求，與其他部門保持友好合作的工作關(guān)系，以確保溝通順暢。 ·???????? Follow up on cancellations and no shows and late charge when appropriate. 適時(shí)跟進(jìn)預(yù)訂取消、預(yù)訂未到及延時(shí)收款等相關(guān)事宜。 ·???????? Liaise with Concierge to ensure swift baggage dispatch and collection. 與禮賓部保持溝通以確保迅捷的行李送達(dá)和收取。 ·???????? Ensure enough supplies of all stationary items are in storage. 確保前臺(tái)各項(xiàng)文具備品充足。 ·???????? Ensure and maintain the PSB upload is accurately. 掌握和保持前臺(tái)外事傳輸?shù)恼_性。 ·???????? Verifies that all information requested by the local police authorities are adhered to and prepared accurately. 保持嚴(yán)格遵守并實(shí)行由當(dāng)?shù)貓?zhí)法部門所要求的全部事項(xiàng)。 ·???????? Maintains information security standards compliance of Front Office at 100%. 確保所有信息安全標(biāo)準(zhǔn)都被百分之百的執(zhí)行。 ·???????? The Front Office Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager. 根據(jù)前廳部副經(jīng)理指導(dǎo)，前臺(tái)主管可能被要求執(zhí)行其他職責(zé)。 ·???????? The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 如有必要，該部門有權(quán)更改或補(bǔ)充該職位描述。 ·???????? Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責(zé)和被指派的職責(zé)。 ? Provide Guests’ Experiences that Exceed Guests’ Expectations 為客人帶來超越期待的入住體驗(yàn) ? ·???????? Leads the Front Desk shift to personalize the guest arrival/departure experience. 帶領(lǐng)前臺(tái)每個(gè)班次為客人提供個(gè)性化的到店及離店體驗(yàn)。 ·???????? Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays. 預(yù)知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會(huì)被一直滿足。 ·???????? Full utilization of all kinds of systems to embrace guest experience. 充分利用各類酒店管理系統(tǒng)和軟件以提高賓客體驗(yàn)。 ·???????? Accuracy in link of reservations requirement to room allocation/guest needs. 根據(jù)預(yù)訂信息準(zhǔn)確地為客人安排房間及滿足合理需求。 ·???????? Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment. 尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來解決問題。 ·???????? Focuses on the stay experience for ALL members. 致力于提升雅高心悅界會(huì)員的入住體驗(yàn)。 ? Supervision of Front Desk Team 督導(dǎo)前臺(tái)團(tuán)隊(duì) ? ·???????? Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed up to standards. 督導(dǎo)前臺(tái)接待，協(xié)助其處理相關(guān)事宜，并確保所有任務(wù)都按照品牌標(biāo)準(zhǔn)完成。 ·???????? Responsible for guide and tracing the Front Desk team to complete daily up-selling and ALL member enrollment target. 負(fù)責(zé)引導(dǎo)和跟蹤前臺(tái)團(tuán)隊(duì)完成前臺(tái)房間銷售升級(jí)和雅高心悅界會(huì)員招募計(jì)劃的每日目標(biāo)。 ·???????? Implement all Front Desk Policies and Procedures are adhered. 執(zhí)行前臺(tái)各項(xiàng)政策與程序都被嚴(yán)格執(zhí)行。 ·???????? Conduct a handover at the end of each shift with relieving Heartiest, informing them of any special requirements or problems. 在每個(gè)班次結(jié)束之后都與同事進(jìn)行交接，確保其知曉任何特殊需求和問題。 ·???????? To be responsible for identifying any training needs of Front Desk colleagues and communicating these to the Front Office Training Manager and Assistant Front Office Manager. 負(fù)責(zé)確認(rèn)前臺(tái)同事的培訓(xùn)需求，并將其轉(zhuǎn)述給部門培訓(xùn)師和前廳部副經(jīng)理。 ·???????? Adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures. 執(zhí)行健康與安全政策，以確保安全的工作環(huán)境；同時(shí)確保所有同事都熟悉了解安全及緊急程序。 ·???????? Ensure all accounting procedures are adhered to throughout the department. 保證所有財(cái)務(wù)制度在部門內(nèi)被嚴(yán)格執(zhí)行。 ·???????? Liaison between Front Office departments and rest of hotel effective for guest experience. 在前廳部與酒店其他部門之間有效的溝通來提高賓客體驗(yàn)。 ·???????? Carry out disciplinary actions in line with hotel procedures. 按照酒店規(guī)章制度對(duì)不合適的行為采取相應(yīng)措施。 ? Involvement in Wider Job Function Actions/Relationships 進(jìn)一步拓展工作職能 ? ·???????? Initiate action to correct a hazardous situation and notify ERT of potential dangers. 在發(fā)現(xiàn)安全隱患時(shí)采取行動(dòng)并通知危機(jī)處置團(tuán)隊(duì)。 ·???????? Check the next day’s arrivals correspondence, confirming car- and restaurant-bookings. Ensure that all guest needs are dealt with satisfactory. 檢查次日到店情況，確認(rèn)車輛、用餐等預(yù)訂情況。確保所有客人需求都被滿意的處理。 ·???????? Guide and encourage the Front Desk Team to be improve the service attitude and efficient. 引導(dǎo)和激勵(lì)心藝家工作態(tài)度和效率。 ·???????? Attend any courses Management may deem beneficial. 參與任何管理層認(rèn)為有益于工作的培訓(xùn)。 ? Main Complexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項(xiàng) ? ·???????? Efficiency of check in/check out process, accuracy in retrieval of guest data and billing. 確保入住及離店手續(xù)的效率性，確?？腿诵畔⑴c賬目的準(zhǔn)確性。 ·???????? Management of the guest service experience / personalization. 確保個(gè)性化服務(wù)以提升客人體驗(yàn) ·???????? Ensure the credit card date safety & guest information data safety. 保證信用卡信息安全及客人信息安全。 ·???????? Ensures high standards of personal presentation & grooming. 確保始終都有高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。

JOB SUMMARY Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. CANDIDATE PROFILE Education and Experience ? High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area. OR ? 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area. CORE WORK ACTIVITIES Leading Guest Services Team ? Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. ? Encourages and builds mutual trust, respect, and cooperation among team members. ? Serves as a role model to demonstrate appropriate behaviors. ? Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. ? Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. ? Ensures recognition of employees is taking place across areas of responsibility. ? Communicates performance expectations in accordance with job descriptions for each position and monitors progress. ? Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals ? Achieves and exceeds goals including performance goals, budget goals, team goals, etc. ? Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. ? Develops specific goals and plans to prioritize, organize, and accomplish your work. ? Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. ? Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. ? Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. ? Understands the impact of Front Office operations on the Rooms area and overall property financial goals. ? Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies ? Ensures compliance with all Front Office policies, standards and procedures. ? Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Ensuring Exceptional Customer Service ? Provides services that are above and beyond for customer satisfaction and retention. ? Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. ? Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. ? Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations. ? Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. ? Strives to improve service performance. ? Empowers employees to provide excellent customer service. ? Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. ? Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. ? Responds to and handles guest problems and complaints. ? Observes service behaviors of employees and provides feedback to individuals and/or managers. Managing and Conducting Human Resource Activities ? Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. ? Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. ? Establishes challenging, realistic and obtainable goals to guide operation and performance. ? Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. ? Ensures employees are treated fairly and equitably. ? Manages employee progressive discipline procedures for Front Office Staff. ? Administers the performance appraisal process for direct report managers. ? Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. Additional Responsibilities ? Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. ? Analyzes information and evaluating results to choose the best solution and solve problems. ? Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. ? Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence. Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

崗位職責(zé)： 1.全面負(fù)責(zé)酒店前臺(tái)日常運(yùn)營管理工作，確保前臺(tái)服務(wù)高效、專業(yè)、有序進(jìn)行; 2.制定并優(yōu)化前臺(tái)接待流程與服務(wù)標(biāo)準(zhǔn)，監(jiān)督執(zhí)行情況并持續(xù)改進(jìn)服務(wù)質(zhì)量; 3.處理客人投訴及突發(fā)事件，及時(shí)解決各類問題，維護(hù)酒店形象與客戶滿意度; 4.負(fù)責(zé)前臺(tái)員工排班、培訓(xùn)及績效考核，提升團(tuán)隊(duì)業(yè)務(wù)能力與服務(wù)意識(shí); 5.協(xié)調(diào)與其他部門（如客房、餐飲等）的工作對(duì)接，確?？绮块T協(xié)作順暢; 6.監(jiān)督前臺(tái)賬務(wù)管理，確保收銀、發(fā)票開具等流程規(guī)范準(zhǔn)確; 7.定期分析前臺(tái)運(yùn)營數(shù)據(jù)，提出改進(jìn)建議并落實(shí)執(zhí)行; 8.完成領(lǐng)導(dǎo)安排的其他工作任務(wù)。 任職條件： 1.2年及以上同崗位工作經(jīng)驗(yàn)； 2.具備優(yōu)秀的服務(wù)意識(shí)與職業(yè)素養(yǎng)，能承受高強(qiáng)度工作壓力; 3.具備出色的溝通協(xié)調(diào)能力，能妥善處理客戶關(guān)系及團(tuán)隊(duì)管理; 4.熟練使用酒店管理系統(tǒng)及辦公軟件； 5.具備較強(qiáng)的突發(fā)事件處理能力與應(yīng)變技巧; 6.普通話流利，英語基礎(chǔ)溝通能力良好； 7.形象端正，具備良好的職業(yè)儀表與行為規(guī)范。 8.具有優(yōu)良的服務(wù)意識(shí)和敬業(yè)精神，能夠適應(yīng)倒班工作制。