JOB OVERVIEW職位概述
Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition.?
管理本班的前臺(tái)工作確保客人得到快速的，專業(yè)的服務(wù)和個(gè)人的關(guān)注。
DUTIES AND RESPONSIBILITIES工作職責(zé)
Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
直接向前廳部經(jīng)理匯報(bào)并就所有與賓客服務(wù)及酒店運(yùn)作相關(guān)的問題進(jìn)行溝通。
Provides functional assistance and direction to all departments.
向所有部門提供功能性支持和指導(dǎo)。
Cooperates, coordinates and communicates with other hotel departments as required.
按需要與酒店其它部門進(jìn)行合作、協(xié)調(diào)和溝通。
Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
對(duì)各種狀況做出反應(yīng)，以確保來賓被及時(shí)的禮貌接待并得到充分的注意和重視。
Responds to guest needs and resolves related problems
就客人的需求做出反應(yīng)并解決相關(guān)問題。
Supervises and directs Reception and Reservations personnel.
對(duì)接待部和預(yù)訂部工作人員進(jìn)行監(jiān)督和指導(dǎo)。
Supports and assists Front Office personnel and all departments at peak periods.
在高峰期向前廳部工作人員和其它所有部門提供支持和協(xié)助。
Ensures VIPs and IHG Rewards Club guests receive special attention
保證貴賓和IHG優(yōu)悅會(huì)會(huì)員受到特別關(guān)照。
Inspects front of house and back of house regularly for cleanliness.
定期檢查一線各部門和二線各部門的清潔狀況。
Assists Guest Relations in greeting, rooming, and sending off VIP guests.
協(xié)助客戶關(guān)系部門迎接貴賓，為其安排房間并在其離店時(shí)送行。
Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
監(jiān)督員工的行為、制服穿著、衛(wèi)生和外表形象。
Provides input for Front Office meetings.
為前廳部會(huì)議提供信息。
Promotes inter-hotel sales and in-house facilities.
促進(jìn)店際銷售及推銷酒店內(nèi)的設(shè)施。
Checks billing instructions and monitors guest credit
檢查結(jié)帳說明并監(jiān)督客人信用情況。
Analyses and approves discounts and rebates.
分析和批準(zhǔn)打折相關(guān)事宜。
Analyses the rate variance report to ensure rooms revenue control
分析房價(jià)差異報(bào)告以保證控制客房收入。
Takes action with the Property Management Systems (PMS) in emergency situation.
在緊急情況下使用酒店管理系統(tǒng)（PMS）。
Fully conversant with all hotel emergency procedures.
熟知酒店緊急情況所有處理程序。
Ensures front line staff complies with FIT marketing techniques and maximize sales.
確保一線員工遵從散客市場(chǎng)技巧并進(jìn)行銷售。
QUALIFICATIONS AND REQUIREMENTS任職要求
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
擁有在與他人交往時(shí)大多數(shù)時(shí)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。
Good writing skills
具有良好寫作技能
Proficient in the use of Microsoft Office and Front Office System
熟練使用微軟辦公軟件和前臺(tái)系統(tǒng)
Problem solving and organizational abilities
具有解決問題和組織能力
Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相關(guān)的學(xué)士學(xué)位或大專水平。
3 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.?
擁有3年前廳或賓客服務(wù)工作經(jīng)驗(yàn)，包括管理經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。
