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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.

1.Maintain and Manage the Daily Lobby Operations. 維護和管理大堂日常運營。 2.Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest. 進行每日巡視以確保LQA在對客服務中被遵守和執(zhí)行。 3.Attends to referred and handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to next level supervisor for necessary action and assure follow up with guests. 主動關注并禮貌高效的處理客人的要求及投訴，需要時要向上一級主管匯報，并且確保及時跟進。 4. Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests. 確保對所有忠實會員和貴賓都執(zhí)行其相關接待程序和標準。 5.Detailed hotel product knowledge, update with VIP arrivals & events within the hotel and the destination. 明晰酒店產品知識，確保貴賓及活動信息的時效性和準確性。 6. Presence in the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure both colleagues and facilities/equipment are in good condition. 工作期間保持在大堂區(qū)域巡視，主動協(xié)助前臺和禮賓部的日常運營，并確保所有同事和運營設備的工作狀態(tài)良好。 7. Ensure cleanliness, atmosphere and appearance of lobby and related areas. 確保大堂及相關區(qū)域的清潔、氛圍和外觀符合品牌標準。 8.Check potential room revenue for any discrepancies and do necessary corrections. 檢查有可能產生的任何房費差異，并跟進解決。 9.To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned. 與上一個班次進行完整而準確的交接，以確保所有待跟進事項都被記錄和解決。 10.To ensure that an accurate Service Center and Department guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team. 確保總機和部門日志的準確性，將當日發(fā)生的與客人相關的時間整理并記錄，并將值班經理日志每日發(fā)送給總經理和行政團隊。 11. Adheres to promote the health & safety policies to ensure a safe work environment. ?Knowledgeable for all safety & emergency procedures, and act as key contact personnel of Emergency Response Team during certain situation. 堅持并推行健康與安全政策，以確保安全的工作環(huán)境；熟悉掌握安全及緊急程序， 并在危機情況作為危機處置小組的主要聯(lián)絡人參與危機處理。 12. Verifies that all information requested by the local police authorities are adhered to and prepared accurately. 確保由當?shù)貓?zhí)法部門所要求的全部事項都被嚴格遵守并實行。 13.? Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays. 預知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會被一直滿足。 14.?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。 15. Accuracy in link of reservations requirement to room allocation/guest needs. 根據(jù)預訂信息準確地為客人安排房間及滿足合理需求。 16. 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。 17. Focuses on the stay experience for ALL members. 致力于提升雅高心悅界會員的入住體驗。

【崗位職責】 1、協(xié)助酒店高級管理層負責及整個酒店的運作收集對客服務過程中所產生的問題信息。 2、大堂副理在前廳部經理的直接領導下，在當班期間負責整個酒店的正常運作。 3、要負責處理賓客的問題和投訴。 4、要負責重要賓客的迎領工作。 5、進行整個酒店的安全和日常的設備檢查工作。 6、解決當班期間發(fā)生的安全問題。 7、向其它班次協(xié)調交班記錄上需要溝通的事項。 【崗位要求】 1、大專以上學歷，有同崗位工作經驗2年以上。 2、能用流利的英語從事前廳服務形象氣質佳，精通電腦操作，具備較強的英文聽說讀寫能力。 3、儀表端莊，熱愛酒店工作，鉆研業(yè)務，反應敏捷，善于交際具有較好的管理和協(xié)調能力，能夠很好的發(fā)揮其管理、領導和監(jiān)督的作用。 4、注重細節(jié)，工作有責任心，敢于承擔責任，執(zhí)行力較強。 5、有上進心和良好的學習能力和抗壓能力。

Maintain the Friendly and Efficient Service in Front Desk 保持友善和高效前臺服務 ? ·???????? 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)調所有入住和離店的辦理，關注客人等房時間，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在對客服務中被遵守和執(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，要向上級報告。 ·???????? 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. 確保前臺接待都有很好的銷售意識，并熟知酒店的設施、服務和賣點，并在合適的機會以專業(yè)的態(tài)度展現(xiàn)給任何一個潛在的客人。 ·???????? Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination. 掌握酒店產品知識，確保貴賓及活動信息的時效性和準確性。 ·???????? Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners. 參與團隊接待，檢查并確保團隊預訂的細節(jié)達到要求，并與會議/團隊組織者保持聯(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. 確保前臺隨時都有充足的人手，并隨時在前臺處理所有對客事宜。 ·???????? Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Front Desk is continuously clean and tidy. 確保整個前廳部及其周邊區(qū)域，包括大堂、禮賓部和前臺區(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. 完全勝任所有前臺接待職責；如需要，可以承擔所有班次的職責。 ·???????? 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系，以確保溝通順暢。 ·???????? Follow up on cancellations and no shows and late charge when appropriate. 適時跟進預訂取消、預訂未到及延時收款等相關事宜。 ·???????? 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和收取。 ·???????? Ensure enough supplies of all stationary items are in storage. 確保前臺各項文具備品充足。 ·???????? Ensure and maintain the PSB upload is accurately. 掌握和保持前臺外事傳輸?shù)恼_性。 ·???????? Verifies that all information requested by the local police authorities are adhered to and prepared accurately. 保持嚴格遵守并實行由當?shù)貓?zhí)法部門所要求的全部事項。 ·???????? Maintains information security standards compliance of Front Office at 100%. 確保所有信息安全標準都被百分之百的執(zhí)行。 ·???????? The Front Office Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager. 根據(jù)前廳部副經理指導，前臺主管可能被要求執(zhí)行其他職責。 ·???????? 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，該部門有權更改或補充該職位描述。 ·???????? Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責和被指派的職責。 ? Provide Guests’ Experiences that Exceed Guests’ Expectations 為客人帶來超越期待的入住體驗 ? ·???????? Leads the Front Desk shift to personalize the guest arrival/departure experience. 帶領前臺每個班次為客人提供個性化的到店及離店體驗。 ·???????? Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays. 預知客人需求，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。 ·???????? Accuracy in link of reservations requirement to room allocation/guest needs. 根據(jù)預訂信息準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員的入住體驗。 ? Supervision of Front Desk Team 督導前臺團隊 ? ·???????? Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed up to standards. 督導前臺接待，協(xié)助其處理相關事宜，并確保所有任務都按照品牌標準完成。 ·???????? Responsible for guide and tracing the Front Desk team to complete daily up-selling and ALL member enrollment target. 負責引導和跟蹤前臺團隊完成前臺房間銷售升級和雅高心悅界會員招募計劃的每日目標。 ·???????? Implement all Front Desk Policies and Procedures are adhered. 執(zhí)行前臺各項政策與程序都被嚴格執(zhí)行。 ·???????? Conduct a handover at the end of each shift with relieving Heartiest, informing them of any special requirements or problems. 在每個班次結束之后都與同事進行交接，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. 負責確認前臺同事的培訓需求，并將其轉述給部門培訓師和前廳部副經理。 ·???????? 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. 保證所有財務制度在部門內被嚴格執(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。 ·???????? Carry out disciplinary actions in line with hotel procedures. 按照酒店規(guī)章制度對不合適的行為采取相應措施。 ? Involvement in Wider Job Function Actions/Relationships 進一步拓展工作職能 ? ·???????? Initiate action to correct a hazardous situation and notify ERT of potential dangers. 在發(fā)現(xiàn)安全隱患時采取行動并通知危機處置團隊。 ·???????? 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，確認車輛、用餐等預訂情況。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. 引導和激勵心藝家工作態(tài)度和效率。 ·???????? Attend any courses Management may deem beneficial. 參與任何管理層認為有益于工作的培訓。 ? Main Complexity/Critical Issues In The Job主要復雜/關鍵工作事項 ? ·???????? 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賬目的準確性。 ·???????? Management of the guest service experience / personalization. 確保個性化服務以提升客人體驗 ·???????? 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. 確保始終都有高標準的個人形象和儀容儀表。

1.制定客人抵達前的準備工作； 2.制定客人抵達時的接待工作，包括入住辦理、行李服務、客房介紹等； 3.培訓管家部客人入住期間的餐飲服務、休閑活動、定制要求、車輛安排、旅游咨詢等各方面工作； 4、制定客人離店時的服務工作，包括行李服務、賬單、發(fā)票、車輛安排等； 5.客人入住到退房的流程，安排分配好管家對客服務； 6.完成每天夜審工作，完成每日營收報表，統(tǒng)計客人的信息反饋。

【崗位職責】 1、查看交班記錄，了解上一班的移交事項，并負責處理； 2、熟悉預訂資料，了解客情，尤其要記住即將來電的貴賓、?？偷男彰?，了解酒店的所有活動； 3、熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經濟效益； 4、熟練總臺各項專業(yè)業(yè)務和技能，搞好對客服務； 5、熟練掌握店內信息，提供準確的問訊服務； 6、負責為下榻酒店的賓客辦理入住登記手續(xù)； 7、負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度； 8、制作有關報表，為其它部門提供準確的接待信息。 【崗位要求】 1、大專以上文化程度，流利的英語口語； 2、性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感； 3、通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規(guī)范。

【崗位職責】 1、確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2、查看交班記錄，了解上一班的移交事項，并負責處理。 3、熟悉預訂資料，了解客情，尤其要記住即將來店的貴賓、?？偷男彰私饩频甑乃谢顒?。 4、熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經濟效益。 5、熟練總臺各項專業(yè)業(yè)務和技能，搞好對客服務。 6、熟練掌握店內外信息，提供準確的問訊服務。 7、負責為下榻酒店的賓客辦理入住登記手續(xù)。 8、負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度。 9、制作有關報表，為其它部門提供準確的接待信息。 【崗位要求】 1、大專以上文化程度，懂得英語。 2、性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感。 3、通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規(guī)范。 4、相貌端正，身體健康。

1.接受線上線下客戶對酒店的預訂需求，并予以妥善解決； 2.接聽客戶對酒店產品信息的咨詢電話，予以解答并做好相關記錄； 3.領導安排的其他事情

·?Sell the AccorHotels products and services using up-selling and suggestive selling techniques. 運用銷售技巧和房間銷售升級技巧推廣雅高酒店集團的產品和服務。 ·?Promote the Hotel’s products and services. 推銷酒店的產品和服務。 ·?Maintain a high level of product and service knowledge about all AccorHotels in your region. 充分了解所在地區(qū)的雅高酒店集團成員的產品和服務。 ·?Develop and maintain a regular pattern of sales calls. 制定并保持定期銷售拜訪模式。 ·?Prepare and execute action plans which increase reservation sales and associated business. 準備和執(zhí)行增加預訂銷售和相關業(yè)務的工作計劃。 ·?Record and process reservations made by phone/fax/email. 記錄和處理通過電話、傳真、電子郵件進行的預訂。 ·?Accept wait list reservations. 接受等候單上的客人預訂。 ·?Process amendments to reservations such as extensions, early departures, etc. 修改延期和提前離店等特殊情況的預訂記錄。 ·?Manage “no show” reservations by investigation and recording of same situations. 調查和記錄未按預訂抵店的預訂情況。 ·?Record special billing arrangements for groups and conventions. 對團隊或會議的特別賬單安排進行記錄。 ·?Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval. 與前廳部經理或財務經理聯(lián)系要求信用審批的預訂事宜。 ·?Maintain knowledge of special rates/ offers/ promotions. 掌握關于特價、酬賓、促銷活動的信息。 ·?Monitor reservation levels and inform Managers of current and future occupancy rates. 監(jiān)測預訂情況，并向經理通報目前和將來的入住率。 ·?Prepare reports as requested (e.g. to travel agents, business houses, etc). 按照要求準備報告（如給旅行代理人和商業(yè)機構的報告等）。 ·?Prepare reservation sales reports. 準備預訂銷售報告。 ·?Ensure that account information confidentiality. 確?？蛻糍Y料高度機密性。 ·?Ensure LQA standards are implemented and delivered to every guest. 在對客服務中遵守和執(zhí)行LQA。 ·?Handles guest and Hearitiest 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，要向上級報告 ·?Deliver all guests’ messages, mail and fax are handled and distributed properly. 正確處理所有客人的留言、郵件及傳真。 ·?Has a thorough understanding of all the services offered by the Hotel to easily answer guest all inquiries. 完全理解和掌握酒店所提供的所有服務以便回復客人的任何問詢。 ·?Keep?cleanliness and maintenance of the Service Center, equipment and storage. 保持總機工作場所，設施及儲藏室的干凈并妥善保養(yǎng)。 ·?Responsible for the provision of friendly and efficient service to all callers. 負責向所有來電者提供友善、有效的服務。確保部門內的溝通順暢。 ·?Carry out disciplinary actions in line with hotel procedures. 按照酒店規(guī)章制度對不合適的行為采取相應措施。 ·?Maintains positive colleague interactions with good working relationships. 與同事保持基于良好工作關系的接觸。 ·?Maintain consistent and effective flow of communication between shifts among fellow managers and colleagues. 保證在不同班次之間保持持續(xù)和有效的溝通。

【崗位職責】 1、服從上級的工作安排； 2、按照行李服務流程和要求，為抵離客人提供行李搬運服務，并將每次運送情況做好記錄； 3、協(xié)助做好大堂尋人服務和在大堂放置各類告示牌，及時撤換過期的告示牌并搬至指定的存放地點； 4、做好行李服務設備的清潔工作； 5、按照服務流程迎送客人，提供拉門服務； 6、維護出入車輛秩序，保證上下客車位和車道暢通； 7、準確回答客人的詢問，主動做好服務工作； 8、保持崗位周圍的環(huán)境整潔，發(fā)現(xiàn)果皮、紙屑、煙蒂等雜物及時撿掉； 9、下雨天，為上下車客人撐傘，并為客提供雨具存放及保管，并提供借傘服務； 10、熟悉酒店各種服務項目和營業(yè)時間，向客人推銷酒店的各項服務，介紹酒店客房設施。了解本市交通、商業(yè)、旅游等方面資料； 11、隨時聽從接待員的召喚，迅速接受帶房任務及為客提供物品轉接服務； 12、為客人指路，認真回答客人的詢問，盡量滿足客人的需求； 13、負責分送郵件、報刊、報表、留言單及前廳通知等，并按規(guī)定登記和辦理簽收手續(xù)； 14、受理客人行李寄存及領取，并做好詳細的存取記錄； 15、協(xié)助大堂副理維持大堂秩序，控制好大堂內外的燈光； 16、積極參與酒店和部門組織的各項活動，完成上級交予的各項工作。 【崗位要求】 1、大專以上學歷，具有1年以上從事前廳服務工作經歷； 2、工作認真、作風細致、吃苦耐勞、反應靈活； 3、能進行英語日常會話，開展對客服務。

崗位職責 1、協(xié)助賓客提拉行李及行李寄存服務。 2、為有需要的賓客提供委托代辦服務。下雨天為賓客提供雨傘租借服務。 3、確保交班本上記錄的每一件事情都已經落實。 4、確保所接收的行李和包裹的安全，并存放在合適的地方。 5、確保酒店日常安全及消防安全檢查。 6、記錄未完成的工作交給下一個班次。 7、管理行李房，確保行李房干凈、接收、存放行李和其他任何物品以及賓客的遺留物品的處理要按照正確的程序進行。 崗位要求 1、中專學歷或同等文化程度。具有1年以上從事前廳服務工作經歷。 2、工作認真、作風細致、吃苦耐勞、反應靈活。 3、身體健康，有較強的服務意識，能進行英語日常會話，開展對客服務者優(yōu)先。

【崗位職責】 1、協(xié)助賓客提拉行李及行李寄存服務。 2、為有需要的賓客提供委托代辦服務。下雨天為賓客提供雨傘租借服務。 3、確保交班本上記錄的每一件事情都已經落實。 4、確保所接收的行李和包裹的安全，并存放在合適的地方。 5、事先檢查所有抵達和離店團隊的分房名單。 6、記錄未完成的工作交給下一個班次。 7、管理行李房，確保行李房干凈、接收、存放行李和其他任何物品以及賓客的遺留物品的處理要按照正確的程序進行。 【崗位要求】 1、高中學歷或同等文化程度。具有1年以上從事前廳服務工作經歷。 2、工作認真、作風細致、吃苦耐勞、反應靈活。 3、能進行英語日常會話，開展對客服務。

1.客人抵達前的準備工作； 2.客人抵達時的接待工作，包括入住辦理、行李服務、客房介紹等； 3.客人入住期間的餐飲服務、休閑活動、定制要求、車輛安排、旅游咨詢等各方面工作； 4、客人離店時的服務工作，包括行李服務、賬單、發(fā)票、車輛安排等； 5.完成其他交辦的工作；

Escorts arriving and departing guests in a friendly , courteous manner to and from theiraccommodations, transporting their luggage . Acquaints each guest with room and features. To facilitate a memorable guest experience from arrival, during the stay, and to adhere to Hilton Brand Standards. 熱情友好的幫助客人提攜行李，引領客人到房間并提供所需服務。貫穿希爾頓品牌服務理念于服務當中給客人留下難忘而又愉悅的回憶。 ? 1.???????? Retrieves guests items from cars , busses , vans and carts lifts ,carries and loads luggage and packages onto a bell cat to transport items throughout hotel to designated room navigates bell cart through public areas , guest room corridors and to elevators . 幫助客人尋找丟失在出租車上的物品。通過專用行李車裝卸通道為客人裝卸行李。 2.???????? Escorts customers to accommodations, visually inspects room and telephone and deficiencies such as towels to housekeeping immediately. Points out room features and directory for reference. 引領客人到房間，介紹酒店及房間的設施設備。快速巡視房間是否存在問題，及時通知相關部門予以解決。 3.???????? Listens and responds to guest inquires using a positive , clear speaking voice . answers questions and offers assistance giving accurate information regarding outlet hours , other hotel service , directions to local attractions or function rooms , car rentals , air line shuttle service , etc. 對于客人的需求予以積極快速的回應，提供準確信息，提供租車、旅游向導等服務。 4.???????? Organizes and store luggage as necessary in a designate area . 將客人行李有序的寄存于指定地點。 5.???????? Greets customers immediately with a friendly and sincere welcome . Remain calm and attentive , especially during heavy hotel activity and emergencies . 熱情友好的問候客人。能成著冷靜的應對各種突發(fā)情況。 6.???????? Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 積極的工作，友好的為客人提供服務的同時招呼示意下一位客人。

崗位職責 1.確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2.查看交班記錄，了解上一班的移交事項，并負責處理。 3.熟悉預訂資料，了解客情，尤其要記住即將來店的貴賓、?？偷男彰私饩频甑乃谢顒?。 4.熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經濟效益。 5.熟練總臺各項專業(yè)業(yè)務和技能，搞好對客服務。 6.熟練掌握店內外信息，提供準確的問訊服務。 7.負責為下榻酒店的賓客辦理入住登記手續(xù)。 8.負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度。 9.制作有關報表，為其它部門提供準確的接待信息。 任職資格 1.大專以上文化程度，懂得英語。 2.性格開朗、頭腦靈活、工作踏實，具有較強的服務意識、推銷意識和責任感。 3.通曉酒店各項對客政策、設施設備及服務種類以及總臺工作程度和規(guī)范。 4.相貌端正，身體健康。

崗位職責： 1、系房務部的主要負責人，負責房務部的整體工作，組織部門開展前臺接待、客房服務、SPA、健身房、棋牌室洗衣房和各項服務配套、保障工作，完成房務部的日常工作任務。 2、貫徹執(zhí)行酒店高層的各項決議，通過科學化、標準化、程序化的經營管理，確保完成酒店高層的各項工作任務。 3、負責房務部團隊建設、管理體系（包括品控及服務）的標準建立，如酒店管家服務標準體系建立、前廳接待、客房服務、洗衣房及其他與房務相關核心工作落實。 4、個人經營業(yè)績管理目標，參照入職后簽訂《經營業(yè)績目標管理責任書》落實。 5、管理線條，具體的運營管理業(yè)務工作對酒店執(zhí)行總經理負責。 任職要求： 1.8年以上，五星級酒店所屬區(qū)域管理經驗，3年以上所屬職務經驗。? 2.?形象氣質良好,國際聯(lián)號五星級商務度假酒店同崗位經驗者優(yōu)先考慮。? 3. 擅長團隊管理，具有良好的溝通技巧和對客溝通能力，有豐富的房務管理經驗。

[崗位職責] 1、負責客房部的整體經營和運作;分配督導員工工作，制定工作計劃； 2、確保部門成本及各項費用，得以良好的控制； 3、根據(jù)酒店的運營標準，隨時對房間和設施設備及各項物品進行檢查； 4、制定部門的年度預算，并確保部門的經營費用控制在預算之內； 5、檢查客房部的設施和管理，抽查及提升本部門整體工作質量及工作效率； 6、組織編制部門工作程序及工作考評； 7、根據(jù)酒店總體經營目標，努力地提高客房、洗衣房收入和客房出租率。 [崗位要求] 1、大學?？埔陨蠈W歷或同等以上學歷。 2、有3年以上同星級客房管理工作經驗。 3、熟悉客房部專業(yè)知識，熟練使用電腦，持有客房部經理上崗證或資格證書。 4、具有組織協(xié)調能力、應變能力、經營能力以及文字表達能力和信息管理能力。

一、崗位職責 房務經理是酒店房務部（客房、布草、公共無語清潔等）的核心管理者，需統(tǒng)籌部門運營并確保服務質量達標。 1.?團隊管理與培訓 ·負責房務部員工的招聘、排班、績效考核及日常培訓，提升團隊專業(yè)性與服務效率。 ·定期組織技能培訓（如清潔標準、設備操作、服務禮儀），確保員工掌握最新流程。 ·處理員工關系，營造積極的工作氛圍。 2.?客房運營與質量控制 ·制定客房清潔、布草更換、設施維護等標準化流程，并監(jiān)督執(zhí)行。 ·每日巡查客房、公共區(qū)域及工作間，確保衛(wèi)生、安全與設備完好。 3.?客戶服務與滿意度提升 ·處理客戶投訴，及時解決問題并跟進反饋，提升客戶體驗。 ·定期分析客戶評價數(shù)據(jù)，針對問題制定改進方案（如清潔效率、服務響應速度）。 ·協(xié)調與其他部門（前臺、工程、管家）的合作，確保客戶需求快速相應。 4.?預算與成本控制 ·編制部門年度預算，監(jiān)控人力、物料、能耗等成本支出。 ·優(yōu)化清潔流程與設備使用，降低能源消耗與運營成本。 ·定期匯報部門財務數(shù)據(jù)，提出成本優(yōu)化建議。 5.?安全與合規(guī)管理 ·確保客房與公共區(qū)域符合消防、衛(wèi)生及安全法規(guī)（如防疫消毒、消防通道暢通）。 ·制定應急預案（如突發(fā)漏水、設備故障），組織員工演練。 ·定期檢查安全設施（滅火器、煙霧報警器等），確保合規(guī)性。 6.?個人素質和軟技能 ·服務意識：以客戶為中心，注重細節(jié)與服務質量。 ·抗壓能力：適應酒店行業(yè)高強度、多任務的工作環(huán)境。 ·學習能力：關注行業(yè)趨勢，如智能化清潔設備、綠色酒店理念，持續(xù)優(yōu)化管理方法。 二、招聘要求 1.?學歷要求：中專及以上學歷，旅游管理、酒店管理專業(yè)優(yōu)先。 2.?經驗要求：具備2-5年房務部管理工作經驗，有成功推動部門業(yè)績提升案例者優(yōu)先，四星級以上酒店房務管理經驗更佳， 3.?語言能力：普通話流利，具備基礎英語溝通能力；熟練使用電腦辦公軟件，能操作專業(yè)管理系統(tǒng)。 4.?專業(yè)技能：熟悉房務部運營流程，掌握客房服務、前廳管理、客戶關系維護等技能；了解酒店財務管理系統(tǒng)，具備基礎財務分析能力。 5.?溝通能力：具備良好的溝通協(xié)調能力與團隊合作精神，能與各部門順暢合作；具備較強口頭及書面表達能力，能清晰傳達工作指令。 職業(yè)素養(yǎng)：工作細致踏實，責任心強，具備大局觀；熟悉酒店行業(yè)相關法律法規(guī)，了解商業(yè)運營知識。身體健康，精力充沛，能適應高強度工作節(jié)奏。

1.有星級酒店或高端民宿工作經驗者優(yōu)先考慮。 2.熟悉工作流程、布草管理、標準及房態(tài)系統(tǒng)操作管理。 3.檢查每天房間打掃衛(wèi)生，制定每天、每周、每月的計劃衛(wèi)生。 4.制定開夜床、房間浪漫布置等服務。 5.氣質佳，責任心強，團隊意識強，素質修養(yǎng)好。