Main Duties /主要職責
1.?To have complete knowledge of Libre standard operating policies and procedures for the?
?????Front Desk.
?????全面掌握麗朗前臺部標準操作政策和程序方面的知識。
2. ??To have complete knowledge of the operational systems at Front Office.
??????全面掌握前廳部操作系統(tǒng)專業(yè)知識。
3. ??Builds relationship with guests to delight and gain loyalty.
與客人建立友好關系， 使其喜出望外贏得客人忠實感。
4. ??Ensures all interactions with guests are handled professionally and with care adhering to resort
??????policies and procedures.
根據(jù)度假村的政策和程序確保專業(yè)地處理與客人的關系，并且關心客人。
5. ??Print VIP arrival report and assign room according to guest request. Ensures room is vacant
?????clean prior to arrival.
打印預抵的VIP客人的報表，根據(jù)客人的要求分配好房間，并確保房間在客人到達前是干凈的可賣房。
??????6. ?Assign room for early arrival guest or group, retrieve these information from Arrival by Time
?????Report”.
分配房間給早到的散客或團隊，按預抵時間排序的預抵客人報表上獲取信息。
7. ??Coordinate with Housekeeping and Amenity Center?on all the rooms assigned for early arrivals.
與客房部和備品中心協(xié)調(diào)，以便更好地為早到的客人準備好房間。
8. ??Prepare room bracelet?and welcome folders for all guests.
為所有的客人準備手環(huán)和歡迎卡。
9.???Ensure all guests with airport limousine pick-up are met at the entrance and escorted to guest?
?????rooms directly for check-in.
對于所有預訂接機服務的客人，確保要在度假村入口處迎接，并直接引領至客房登記入住。
10. ?Attends briefings, as required.
按規(guī)定參加會議。
11. ?Maintains good relationships with colleagues and contributes to team spirit.
維持良好的同事關系，促進團隊精神。
12. ?Interacts with other departments to provide additional or specialized guest services.
與其他部門合作，提供額外的個性化的對客服務。
?13. ?Oversees maintenance and handling of equipment used.
?監(jiān)督設備的維護和使用。
14. ?Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.
確保及時向相關部門上報設備的故障和不足。
15. ?Attends scheduled training.
參加定期培訓。
16. ?Participate actively in company initiated employee activities.
積極參加公司舉辦的員工活動。
17. ?Ensures that procedures set with regards to guest confidentiality are strictly adhering to.
確保有關對客保密的程序嚴格地執(zhí)行。
18. Ensures familiar with emergency procedures. In case of such situation, coordinates all actions?
??????with primary focus on life and second on property protection.
確保熟悉緊急程序，萬一發(fā) 生緊急事件，一切以生命第一，財產(chǎn)第二的原則采取措施。
19. ?Supervises Front Desk operation and work?flow to maximize guests’ satisfaction.
管理前臺營運和工作流程，最大限度的使賓客滿意。
20. Gives feedback to the department head on staffing matters to determine official staffing levels
??????for the section.
關于員工安排方面給部門經(jīng)理反饋及提出意見。
21. Ensures that proper training of staff is done such that staff has the necessary skill to perform
??????duties with maximum efficiency.
確保給每一位員工進行培訓，以使員工有能力并有效地在其崗位上工作。
22. ?Assists the department head in determining the training needs for the section.
協(xié)助部門領導決定部門的培訓需求。
23. ?Drafts training schedules for the month based on guidelines set by the department head for
??????approval; implements planned training activities.
根據(jù)政策制定每月培訓計劃，交于部門經(jīng)理批準并于當月進行培訓。
24.??Coordinates with the Human Resources Training Manager in all matters pertaining to staff
??????training and development.
在員工培訓和發(fā)展的事宜上與人力資源部培訓經(jīng)理相協(xié)調(diào)。
25.??Implements appropriate scheduling and duty roster management to ensure staff on duty at any
??????given time corresponds with expected business volume.
貫徹排班管理方案以使當值員工人手安排能夠適合預期業(yè)務量。
26.??Sets performance targets for all staff at the start of the performance period based in
??????department goals as set by the department head.
根據(jù)賓客服務總監(jiān)設定的目標于一個評估期開始前制定業(yè)績標準。
27.??Monitors staff performance all throughout, documents both positive and negative performance
??????indicators in preparation for the formal performance review.
始終監(jiān)控員工的工作表現(xiàn)，記錄所有正面和負面的表現(xiàn)，為日后正式評估做準備。
28.??Conducts appraisal sessions for supervised staff and formally documents performance for the
??????period using official forms, following authorized procedures and observing set time?lines as
??????disseminated by the department head and the Human Resources Division.
按照人力資源部和部門經(jīng)理授權的程序和時段進行對員工的評估并做出正式的記錄。
29.??Ensures that all staff report for duty on time, wearing the correct uniform and name tag at all
??????times.
確保所有員工準時到達工作崗位，并始終按規(guī)定穿著制服和佩帶銘牌。
30. ?Ensures that all staffs provide courteous and professional service all the time.
確保所有員工始終保持禮貌和專業(yè)的服務。
31. ?Ensures that the staff adhere to the rules and regulations of the resort.
??????確保員工始終遵守度假村規(guī)章條例。
32. ?Immediately communicating/updating staff on new rules/standards.
及時向員工傳達新的規(guī)章制度和服務標準。
33. ?In charge of PSB system data input and sending.
負責公安局系統(tǒng)的數(shù)據(jù)輸入和傳送。
34.??Groups arrival / departure preparation and handling. (Task of MICE Specialist)
團隊到達和離店的準備工作和處理。（團體會議協(xié)調(diào)員的工作）
35.??Encourages staff to make decisions at customer contact, and ensures staff is aware of the?
??????responsibility and established authority limits all the time. Personally, attends to all guest
??????complaints immediately and initiates immediate resolution.
鼓勵員工在對客服務時做出決定，確保每位員工每時每刻知道自己的職責和權限。能夠迅速處理客人的投訴并有效及時地解決。
36. ?Is responsible for the inventory and control of stationery and collateral for Front Desk use.
負責前臺使用的文具和印刷品的庫存。
37. ?Facilitates and ensures a sufficiently manned Front Desk counter all the time.
確保前臺接待處柜臺始終有足夠的人員安排。
38.??Ensures ability of Front Desk staff to implement a manual back-up system for Front Desk
??????functions in case of computer breakdown.
確保前臺員工在系統(tǒng)崩潰時能夠進行手工操作。
39. ?Administers the usage of safety deposit boxes.
掌握保險箱的使用情況
40. Oversees room allocations to ensure that guest requests are met while ensuring both guest
??????satisfaction and optimum rooms’ revenue.
監(jiān)控房間分配情況，以確保讓客人滿意和讓客房利益最大化的雙贏狀態(tài)。
41. Advises the Service Manager – Credit of any potential credit risks and other related guest
??????problems.
如有潛在的信貸危險或其他相關問題，及時通知信貸部服務經(jīng)理。
42. ?Settles pending bills by contacting concerned guest, Travel Agent or company.
與相關的客人聯(lián)系以結(jié)清所有未結(jié)的客人，旅行社或公司的帳目。
Finish extra tasks arranged by superior randomly.
????完成上級臨時安排的其他工作任務
Qualification:?任職要求
1.?Presentable, Communication skills, Good Health，Articulate.
?????良好的外貌，溝通良好，身體健康，語音清晰
2. ??Has a rather good grasp of both written and spoken English
相當好的英文口語及書寫領會能力
3. ??College graduate or Certificate in resort Management.
????大學畢業(yè)文憑或度假村管理畢業(yè)證書
4.???At least 2 years’ experience in the same Operations.
?????至少2年的同崗位工作經(jīng)驗
5.???Ability to interact, displays initiative, Pleasant, Ability to lead a team, Takes ownership and
?????initiative
??????善于交際，主動性，性格開朗,團隊領導能力,有主人翁精神和主動性意識
6.???Able to work flexible hours.
?????能適應靈活的工作時間
