AssistAssistant Front Office Manager to monitor the general performance and relatedresult of Heartbeat score, Upselling, Enrollment of Front Desk, and such as GuestSatisfaction, Employee Satisfaction, upselling goal achieving. As a supervisorof Front Desk, he/she needs to know all of the daily operation procedure offront desk and assist front desk agent to deal all the operation issues.
協助前廳部副經理負責整個前臺部門的工作和與前臺相關的Heartbeat，upselling，enrollment的成績，比如顧客滿意度，員工滿意度和upselling的達標。作為一個前臺主管，他/她需要知道所有前臺的運營程序及標準，在前臺員工遇到困難時給予及時的幫助。
?Reviewarrival information on a daily basis; VIP, Loyalty member, Regular guest,Groups, special requests, etc. Follow up with Housekeeping and Room Service
??? 查看當天抵店客人信息，包括貴賓，會員計劃，?？停瑘F隊預訂及其它相關的特殊要求。及時將相關信息通知客房
??? 部和客房送餐部
?Responsiblefor correct registration procedure; registration card, room allocation, creditpolicy, etc.
??? 負責正確的登記程序、填寫登記卡、房間分配、信用方針等
?Maintaingood working relations with all departments, especially Housekeeping andReservations. Checks discrepancies and out of order rooms, to ensure correctroom status at all times
??? 與所有部門保持良好的協作關系，特別是客房部與預訂部。檢查房態(tài)差異報告以及維修房狀態(tài)，隨時確保正確的房
??? 間狀態(tài)信息
?Responsiblefor correct handling of cash and cheques, credit cards, foreign currencies,vouchers and invoices
??? 負責正確處理現金和支票、信用卡、外幣兌換業(yè)務、付款憑證以及發(fā)票
?Responsiblefor prepare activities for group arrival, correct definition of group mastersto ensure correct charges
??? 負責團隊抵店前的準備工作，確認團隊總房價以確保正確收款
?Responsiblefor correct check-out procedure following hotel’s policies and procedures
??? 負責遵守酒店政策與服務程序，正確完成客人離店手續(xù)
?Responsiblefor reservations, changes and cancellations when Reservation Office is closed
??? 負責預訂部下班后的預訂、預訂變更及取消預訂服務
?Reportto management on deficiencies and irregularities noted in the operation
??? 向上級報告酒店在營業(yè)中存在的不足與失誤
?Maintaina thorough knowledge of the room rates, discounts, packages, hotel facilities,special events, etc. and ensures GSA’s knowledge of the same
??? 熟悉房價、折扣、包價、酒店設施和特殊活動等相關知識，同時確保接待員正確掌握
?Responsiblefor correct selling status in the Reception at all times, by close liaison withReservations
??? 與預訂部保持緊密聯系，確保前臺始終處于正確銷售狀態(tài)
?Ensurethat guest complaints are properly logged and acted upon by trying to avoid anyguest leaving the hotel dissatisfied. Solicits assistance from Guest ServiceManager or Loyalty Manager if needed
??? 確保迅速、正確記錄與解決客人投訴，盡量避免客人帶著不滿意離開酒店。必要時征求賓客服務經理或忠實客戶
??? 經理幫助
?Assistin preparing staff schedules, ensuring adequate staffing to meet businessdemands
??? 協助準備員工排班表以確保有足夠員工滿足運作需要
?Assistin preparing payroll information on the due dates, to ensure correct payments
??? 協住在指定日期準備工資信息報告以確保正確支付員工工資
?Maintaingood knowledge of all corporate programs, ensure GSA’s knowledge of theseprograms
??? 熟練掌握酒店所有合作促銷計劃，同時確保接待員熟悉掌握
?Maintaingood knowledge of the loyalty program, ensuring correct handling, preparesreports and actively participates in enrolling new members
??? 熟悉會員計劃，確保正確處理、準備報表以及積極參與發(fā)展新會員
?Assistin resolving accounting matters; disputes, missing back-ups etc
??? 協助解決財務問題，包括有爭議的帳目及丟失的信息備份等
?Ensurethat all guest comments are logged and forwarded to the Assistant Front OfficeManager
??? 確保記錄所有客人意見，并向前廳部副經理經理匯報
?Assistin departmental training and assessments
??? 協助部門培訓與評估
?Cooperationand teamwork for all sections and other department to ensure proper guestservice delivery.
??? 與所有其它區(qū)域和部門協手合作，確保向客人提供正確的服務
?Deliverhigh quality service to guests
??? 向客人提供高質量的服務
?IdentifyVIP, loyalty member, regular and long staying guest, develop rapport to offerpersonalized service and assistance
??? 識別貴賓，會員、常客以及長住客人。發(fā)展與之良好關系以提供個性化和超值服務
?Takeappropriate action to resolve guest complaints
??? 采取合適的行動解決客人的投訴
?Ensurea high level of cleaning is maintained in your work area
??? 確保所在工作區(qū)域的高度整潔
?Carryout other tasks as directed by your leaders
??? 在上級指導下執(zhí)行其它任務
What we need from you我們對您的要求
?Communicationskills are utilized a significant amount of time when interacting with others;demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company.
???擁有在與他人交往時大多數時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能
??? 力。
?Goodknowledge on Front Office and well familiar with Club Intercontinentaloperation.
???掌握前廳部工作知識并且十分熟悉洲際俱樂部日常運行。
?Goodsupervisory, organize and problem solving skill.
???具有良好的管理，組織以及解決問題的能力。
?Goodcommunication and writing skills.
???具有良好的溝通及寫作技能。
?Proficientin the use of Microsoft Office and Front Office System
???熟練使用微軟辦公軟件和前臺系統。
?Diploma? in Hotel Administration, Hotel Management orequivalent
???具有酒店行政管理，酒店管理或相關的大專學歷。
?2years’ experience in concierge or related discipline，or an equivalent combination of educationand experience.?
???擁有2年酒店賓客服務工作經驗，或與此相當的教育和相關工作經驗結合的背景。
