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Duties and Responsibilities工作職責(zé) ·???????? Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure ·???????? 監(jiān)督客戶關(guān)系部工作人員，以確保來(lái)賓始終得到禮貌接待及充分的注意和重視，由此實(shí)現(xiàn)最大的客人滿意度 ·???????? Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service ·???????? 監(jiān)督客戶關(guān)系部人員的工作，以確保優(yōu)悅會(huì)會(huì)員始終得到全部?jī)?yōu)惠，?？秃推渌F賓也得到特別關(guān)照 ·???????? Inspects all VIP rooms prior to arrival ·???????? 在貴賓到達(dá)前對(duì)貴賓房進(jìn)行檢查 ·???????? Greet VIP guests personally ·???????? 親自迎接貴賓 ·???????? Liaise with other departments and necessary outside contracts to ensure excellent service delivery ·???????? 與其它部門(mén)和必要的外部承包商聯(lián)系，以確保提供高質(zhì)量的服務(wù) ·???????? Oversee maintenance of efficient repeat guest history system ·???????? 對(duì)高效的?？涂褪窓n案系統(tǒng)維護(hù)實(shí)施監(jiān)管 ·???????? Promote Inter-Hotel sales and in-house facilities ·???????? 促進(jìn)店際銷(xiāo)售及完善內(nèi)部設(shè)施 ·???????? Perform such functions as to include but not be limited to: ·???????? 行使下列功能，包括但不僅限于： o???????? Priority Club and regular guest welcome letters o???????? 向優(yōu)悅會(huì)會(huì)員和?？椭職g迎信 o???????? Solicitation of Priority Club applications o???????? 發(fā)展優(yōu)悅會(huì)會(huì)員 o???????? Attending to special requests by guests o???????? 回應(yīng)客人提出的特別要求 ·???????? Develop and implement guest telephone contact systems ·???????? 開(kāi)發(fā)和應(yīng)用客人電話聯(lián)系系統(tǒng) ·???????? Handle guest complaints and refer them as necessary, follows up on corrective action ·???????? 處理客人投訴，如有必要?jiǎng)t將其提交給有關(guān)部門(mén)，并對(duì)糾正措施進(jìn)行跟進(jìn) ·???????? Compile, analyze and control guest relations’ costs ·???????? 對(duì)客戶關(guān)系部的成本情況進(jìn)行編寫(xiě)、分析和控制 ·???????? Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery ·???????? 計(jì)劃并參加優(yōu)悅會(huì)和貴賓的定期雞尾酒會(huì)和社會(huì)活動(dòng)，以便進(jìn)一步提高服務(wù)質(zhì)量 ·???????? Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests ·???????? 查閱來(lái)客單，檢查對(duì)客人和貴賓的房間分配情況、各類(lèi)設(shè)施情況以及特別申請(qǐng) ·???????? Prepare requisitions for amenities on a timely basis ·???????? 及時(shí)準(zhǔn)備設(shè)備使用申請(qǐng) ·???????? Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction ·???????? 確保向行政樓層和行政俱樂(lè)部提供全方位的服務(wù)，最大程度的獲得賓客滿意度 ·???????? Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary ·???????? 評(píng)估所有員工的外在形象、守紀(jì)情況和工作效率并進(jìn)行直接監(jiān)管，如有必要，可采取 ·???????? 直接的糾正措施 ·???????? Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations ·???????? 織和召開(kāi)客戶關(guān)系部全體人員參加的會(huì)議，以加強(qiáng)交流和保證業(yè)務(wù)的順利進(jìn)行 ·???????? Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures ·???????? 在考慮酒店入住情況和預(yù)測(cè)以及大規(guī)模的團(tuán)組活動(dòng)，特別是關(guān)于提前或延遲到達(dá)及離店的情況的前提下，為客戶關(guān)系部員工準(zhǔn)備高效的工作計(jì)劃，安排節(jié)日和假日 ·???????? Works with Superior and Human Resources on manpower planning and management needs ·???????? 與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求。 ·???????? Works with Superior and Director of Finance in the preparation and management of the Department’s budget. ·???????? 與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門(mén)預(yù)算。 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(xiě)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(wèn)題和組織能力

主要工作職責(zé)：?1.???? 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?？腿说玫娇焖俚?，專(zhuān)業(yè)的服務(wù)和個(gè)人的關(guān)注2.???? Provides functional assistance and direction to all departments.向所有部門(mén)提供功能性支持和指導(dǎo)3.???? Cooperates, coordinates and communicates with other hotel departments as required.按需要與酒店其它部門(mén)進(jìn)行合作、協(xié)調(diào)和溝通4.???? Checks billing instructions and monitors guest credit檢查結(jié)帳說(shuō)明并監(jiān)督客人信用情況5.???? Fully conversant with all hotel emergency procedures熟知酒店緊急情況所有處理程序???Qualification：任職資格：?1.???? 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2.???? 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)3.???? Problem solving, motivating, organizational and training abilities具有解決問(wèn)題，推理，號(hào)召，組織和培訓(xùn)能力4.???? Leadership Skills具有領(lǐng)導(dǎo)能力5.???? Good sense of service and willing to develop yourself in the hospitality industry有較強(qiáng)的服務(wù)意識(shí)，有志在酒店業(yè)發(fā)展6.???? 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(zhuān)水平7.???? 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.擁有2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

Duties and Responsibilities 工作職責(zé) · Greets all guests at all times in a friendly andhelpful manner and attempts to learn and use guest’s name at every opportunity? 隨時(shí)以友好和樂(lè)于協(xié)助的態(tài)度迎接客人，并盡量了解和稱(chēng)呼客人的名字。 · Registers and rooms all arrivals according toestablished procedures 按照既定工作程序?yàn)樗衼?lái)客登記并安排房間。 · Maintains intimate knowledge of departmentalstandards and procedures 熟知部門(mén)標(biāo)準(zhǔn)工作程序。 · Performs check in, check out and room changeprocedures and ensures all data are entered completely into the hotel systemsin accordance with reservation 履行入住、退房和換房手續(xù)，并確保所有資料都按照預(yù)訂情況完整的輸入酒店電腦系統(tǒng)。 ? RequiredSkills 技能要求 · Communication skills are utilized a significantamount of time when interacting with others; demonstrated ability to interactwith 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。 · Able to read and write English 能夠讀寫(xiě)英語(yǔ) · Proficient in the use of Microsoft Office and FrontOffice System 熟練使用微軟辦公軟件和前臺(tái)系統(tǒng)

Key Responsible: 主要工作職責(zé)： ? ·???????? Assists the Front Office Manager in all aspects of their duties ·???????? 協(xié)助前廳部經(jīng)理的各方面工作 ·???????? Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition ·???????? 監(jiān)督前廳部員工，以確保來(lái)賓被及時(shí)的禮貌接待并得到充分的注意和重視 ·???????? Monitor Front Office and particularly Guest Relations personnel, to ensure IHG Rewards Club, known repeat guests and other VIPs receive special attention and recognition ·???????? 監(jiān)督前廳部，特別是客戶關(guān)系人員，以確保IHG優(yōu)悅會(huì)會(huì)員、?？秃推渌F賓得到特別關(guān)照和尊重 ·???????? Control the availability of rooms, rooms types, accuracy of room count and rate categories ·???????? 管理房間空余情況、房間類(lèi)型、房間出租率和價(jià)格類(lèi)型的準(zhǔn)確性等 ·???????? Maximize occupancy, revenue and average rate while maintaining high service standards ·???????? 在保持服務(wù)的高標(biāo)準(zhǔn)的同時(shí)將入住率、收益和平均價(jià)格最大化 ·???????? Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to ·???????? 與客房部聯(lián)系，保持客房形象，并遵守“到店即可入住”的政策 ·???????? 與行政管家緊密聯(lián)系，以確?？腿说奶厥庑枰?、關(guān)于各類(lèi)用品的需要和其它與客房相關(guān)的需要得到滿足 ·???????? Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out ·???????? 掌握信用政策和程序，并與財(cái)務(wù)部密切聯(lián)系，以確保信用程序的完全執(zhí)行 ·???????? Compile statistics for front office and provide reports relating to that area ·???????? 為前廳部整編統(tǒng)計(jì)數(shù)字并提供與之相關(guān)的報(bào)告 ·???????? Maintain inter-departmental relationships to ensure seamless customer service ·???????? 保持各部門(mén)之間的關(guān)系以確保對(duì)客服務(wù)暢通 ·???????? Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival ·???????? 經(jīng)常到大廳、接待處和收銀臺(tái)檢查其整潔情況，并在貴賓到來(lái)前對(duì)貴賓房進(jìn)行抽查 ·???????? Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures ·???????? 在考慮項(xiàng)目入住情況和預(yù)測(cè)以及大規(guī)模的團(tuán)組活動(dòng)，特別是關(guān)于提前或延遲到達(dá)及離店的情況的前提下，為前廳部員工準(zhǔn)備高效的工作計(jì)劃，安排節(jié)日和假日 ·???????? Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees ·???????? 保持部門(mén)員工的行為、裝束、衛(wèi)生、制服穿著、外表和儀態(tài)標(biāo)準(zhǔn) ·???????? Provide input for Front Office Departmental Meetings and deputizes in cases of absence ·???????? 參加前廳部部門(mén)會(huì)議并在缺席的情況下負(fù)責(zé)代理 ·???????? Promote Inter-hotel sales and in house facilities ·???????? 促進(jìn)店際銷(xiāo)售及完善內(nèi)部設(shè)施 ·???????? Works with Superior and Human Resources on manpower planning and management needs ·???????? 與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求。 ·???????? Works with Superior and Director of Finance in the preparation and management of the Department’s budget. 與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門(mén)預(yù)算。 ? Qualification： 任職資格： ? ·???????? 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(xiě)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, reasoning, motivating, organizational and training abilities ·???????? 具有解決問(wèn)題，推理，號(hào)召，組織和培訓(xùn)能力 ·???????? Strong Leadership skills in managing teams ·???????? 在管理隊(duì)伍中有具很強(qiáng)的領(lǐng)導(dǎo)技能 ·???????? Ability to manage complex relationships ·???????? 管理復(fù)雜關(guān)系的能力 招聘全過(guò)程受昆明洲際酒店紀(jì)檢工作領(lǐng)導(dǎo)小組全程監(jiān)督 監(jiān)督電話：0817-63188888-6007 監(jiān)督郵箱：kong.yiling@hcthotels.cn 監(jiān)督郵寄地址：云南省昆明市西山區(qū)怡景路5號(hào)昆明洲際酒店 紀(jì)檢領(lǐng)導(dǎo)小組