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Manages theCommunication Centre according to the established concept statement providingcourteous, professional, efficient and flexible service at all times. 按照既定的理念順暢管理信息中心, 并隨時(shí)提供禮貌、專(zhuān)業(yè)、快捷、靈活的服務(wù)。 Ensures guestenquiries are handled in a courteous and efficient manner and reports guestcomplaints or problems to Front Office Manager for necessary action and assuresfollow up with guests. 禮貌、有效的方式來(lái)處理客人的要求，當(dāng)遇到不能立即解決的投訴或問(wèn)題時(shí)，要向前廳經(jīng)理報(bào)告。 Establishes arapport with guests maintaining good customer relationship. 與客人建立并保持良好的關(guān)系。 Responsible for theprovision of friendly and efficient service to all callers. 確保信息交流中心，設(shè)施及儲(chǔ)藏室的干凈并妥善保養(yǎng)。 Personally andfrequently verifies that guests, Associates and members of the public utilisingthe Communication Centre services are receiving service in line with HyattInternational standards. 經(jīng)常親自檢查，以確保使用溝通中心服務(wù)的客人、員工及公共區(qū)人員得到符合國(guó)際凱悅標(biāo)準(zhǔn)的服務(wù)。 Ensures all incomingcalls are answered promptly, handled in a courteous and friendly manner, andare connected correctly. 負(fù)責(zé)向所有來(lái)電者提供友善、有效的服務(wù)。 Ensures the efficientand timely delivery of guest faxes, messages and mail. 確保正確處理所有客人的留言、郵件及傳真。 Reports andco-ordinates all repairs and maintenance, to ensure proper maintenance of theCommunication Centre and all equipments. 報(bào)告并處理好所有的修理和保養(yǎng)工作,以確保信息中心和設(shè)備的正常運(yùn)營(yíng)。 Reports and rectifiesimmediately any systems or interface failure. 報(bào)告并及時(shí)糾正系統(tǒng)錯(cuò)誤。

Main Duties /主要職責(zé) 1.?To have complete knowledge of Libre standard operating policies and procedures for the? ?????Front Desk. ?????全面掌握麗朗前臺(tái)部標(biāo)準(zhǔn)操作政策和程序方面的知識(shí)。 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(zhuān)業(yè)知識(shí)。 3. ??Builds relationship with guests to delight and gain loyalty. 與客人建立友好關(guān)系， 使其喜出望外贏得客人忠實(shí)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(zhuān)業(yè)地處理與客人的關(guān)系，并且關(guān)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(yù)抵的VIP客人的報(bào)表，根據(jù)客人的要求分配好房間，并確保房間在客人到達(dá)前是干凈的可賣(mài)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(tuán)隊(duì)，按預(yù)抵時(shí)間排序的預(yù)抵客人報(bào)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(zhǔn)備好房間。 8. ??Prepare room bracelet?and welcome folders for all guests. 為所有的客人準(zhǔn)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(duì)于所有預(yù)訂接機(jī)服務(wù)的客人，確保要在度假村入口處迎接，并直接引領(lǐng)至客房登記入住。 10. ?Attends briefings, as required. 按規(guī)定參加會(huì)議。 11. ?Maintains good relationships with colleagues and contributes to team spirit. 維持良好的同事關(guān)系，促進(jìn)團(tuán)隊(duì)精神。 12. ?Interacts with other departments to provide additional or specialized guest services. 與其他部門(mén)合作，提供額外的個(gè)性化的對(duì)客服務(wù)。 ?13. ?Oversees maintenance and handling of equipment used. ?監(jiān)督設(shè)備的維護(hù)和使用。 14. ?Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area. 確保及時(shí)向相關(guān)部門(mén)上報(bào)設(shè)備的故障和不足。 15. ?Attends scheduled training. 參加定期培訓(xùn)。 16. ?Participate actively in company initiated employee activities. 積極參加公司舉辦的員工活動(dòng)。 17. ?Ensures that procedures set with regards to guest confidentiality are strictly adhering to. 確保有關(guān)對(duì)客保密的程序嚴(yán)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(wàn)一發(fā) 生緊急事件，一切以生命第一，財(cái)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(tái)營(yíng)運(yùn)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(guān)于員工安排方面給部門(mén)經(jīng)理反饋及提出意見(jiàn)。 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(jìn)行培訓(xùn)，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(mén)領(lǐng)導(dǎo)決定部門(mén)的培訓(xùn)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(xùn)計(jì)劃，交于部門(mén)經(jīng)理批準(zhǔn)并于當(dāng)月進(jìn)行培訓(xùn)。 24.??Coordinates with the Human Resources Training Manager in all matters pertaining to staff ??????training and development. 在員工培訓(xùn)和發(fā)展的事宜上與人力資源部培訓(xùn)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(dāng)值員工人手安排能夠適合預(yù)期業(yè)務(wù)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(wù)總監(jiān)設(shè)定的目標(biāo)于一個(gè)評(píng)估期開(kāi)始前制定業(yè)績(jī)標(biāo)準(zhǔn)。 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(fù)面的表現(xiàn)，為日后正式評(píng)估做準(zhǔn)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(mén)經(jīng)理授權(quán)的程序和時(shí)段進(jìn)行對(duì)員工的評(píng)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(zhǔn)時(shí)到達(dá)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(zhuān)業(yè)的服務(wù)。 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(shí)向員工傳達(dá)新的規(guī)章制度和服務(wù)標(biāo)準(zhǔn)。 33. ?In charge of PSB system data input and sending. 負(fù)責(zé)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(tuán)隊(duì)到達(dá)和離店的準(zhǔn)備工作和處理。（團(tuán)體會(huì)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(lì)員工在對(duì)客服務(wù)時(shí)做出決定，確保每位員工每時(shí)每刻知道自己的職責(zé)和權(quán)限。能夠迅速處理客人的投訴并有效及時(shí)地解決。 36. ?Is responsible for the inventory and control of stationery and collateral for Front Desk use. 負(fù)責(zé)前臺(tái)使用的文具和印刷品的庫(kù)存。 37. ?Facilitates and ensures a sufficiently manned Front Desk counter all the time. 確保前臺(tái)接待處柜臺(tái)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(tái)員工在系統(tǒng)崩潰時(shí)能夠進(jìn)行手工操作。 39. ?Administers the usage of safety deposit boxes. 掌握保險(xiǎn)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(xiǎn)或其他相關(guān)問(wèn)題，及時(shí)通知信貸部服務(wù)經(jīng)理。 42. ?Settles pending bills by contacting concerned guest, Travel Agent or company. 與相關(guān)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(jí)臨時(shí)安排的其他工作任務(wù) 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(yǔ)音清晰 2. ??Has a rather good grasp of both written and spoken English 相當(dāng)好的英文口語(yǔ)及書(shū)寫(xiě)領(lǐng)會(huì)能力 3. ??College graduate or Certificate in resort Management. ????大學(xué)畢業(yè)文憑或度假村管理畢業(yè)證書(shū) 4.???At least 2 years’ experience in the same Operations. ?????至少2年的同崗位工作經(jīng)驗(yàn) 5.???Ability to interact, displays initiative, Pleasant, Ability to lead a team, Takes ownership and ?????initiative ??????善于交際，主動(dòng)性，性格開(kāi)朗,團(tuán)隊(duì)領(lǐng)導(dǎo)能力,有主人翁精神和主動(dòng)性意識(shí) 6.???Able to work flexible hours. ?????能適應(yīng)靈活的工作時(shí)間

Assist guests in carrying and storing their luggage. 協(xié)助賓客提拉行李及行李寄存服務(wù). Provide entrusted services for guests in need. Provide umbrella rental service for guests on rainy days. 為有需要的賓客提供委托代辦服務(wù).下雨天為賓客提供雨傘租借服務(wù).  Ensure that everything recorded in the shift book has been implemented. 確保交班本上記錄的每一件事情都已經(jīng)落實(shí). Ensure that the received luggage and packages are safe and stored in appropriate places. 確保所接收的行李和包裹的安全，并存放在合適的地方. Check the rooming list of all arrival and departure teams in advance. 事先檢查所有抵達(dá)和離店團(tuán)隊(duì)的分房名單. Record unfinished work and hand it off to the next shift. 記錄未完成的工作交給下一個(gè)班次. Manage the baggage room, ensure that the baggage room is clean, receive and store the luggage and any other items, and deal with the guests' belongings in accordance with the correct procedures. 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(jìn)行. Qualifications 任職要求 Conscientious in work, meticulous in style, hard-working and flexible in response. 工作認(rèn)真、作風(fēng)細(xì)致、吃苦耐勞、反應(yīng)靈活. Able to conduct daily English conversation and provide customer service. 能進(jìn)行英語(yǔ)日常會(huì)話，開(kāi)展對(duì)客服務(wù).

1 年以上相關(guān)工作經(jīng)驗(yàn) At least 1 year similar working experience 尊重客人需求，認(rèn)真對(duì)待客人的提問(wèn)或投訴，熱衷于滿足客人期望，時(shí)刻提供專(zhuān)業(yè)和高水平的服務(wù)質(zhì)量 Respects guest needs; takes great interest insatisfying them by taking their interests and complaints seriously; consistentlydelivers professional services with high quality work standards 工作自覺(jué)主動(dòng)、負(fù)責(zé)任 Acts on own initiative and takesresponsibility for own work 性格開(kāi)朗，能從容應(yīng)對(duì)壓力 Have a bright and cheerful disposition ， cancontend with pressure 具有良好的團(tuán)隊(duì)合作精神，全力支持并協(xié)助他人工作 Has team spirit, willing to provideassistance and helpful 出色的溝通及表達(dá)能力 Has good communication & interpersonalskills 愿意接受輪班工作 Accepts to take shift work 英語(yǔ)熟練 Proficiency in English

Responsible for the reception and management of the hotel front office department, familiar with the function of the front office service facilities, in good condition. 負(fù)責(zé)酒店前廳部的接待和管理工作，熟知前廳服務(wù)設(shè)施的功能，處于完好狀態(tài). Conduct relevant market plan analysis, make department work plan, complete work report. 進(jìn)行有關(guān)的市場(chǎng)計(jì)劃分析制定部門(mén)工作計(jì)劃，完成工作報(bào)告. Make the front office service achieve the highest satisfaction and obtain the best customer evaluation. 使前廳服務(wù)達(dá)到最高滿意度，獲取最佳的客戶評(píng)價(jià). Supervise subordinate department head, delegate work task, clear post responsibility, adjust work deployment at any time. 督導(dǎo)下屬部門(mén)主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署. Maintain good guest relations and handle guest complaints independently and effectively. 保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴. Assist hotel and higher level leaders in handling emergencies. 協(xié)助酒店與更高一級(jí)領(lǐng)導(dǎo)處理突發(fā)事件. Qualifications 任職要求 College degree or above, more than 2 years working experience in the same position. 大專(zhuān)以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)2年以上. Familiar with the operation and management of the hotel front office, with strong sense of responsibility and professionalism. 熟悉酒店前廳的經(jīng)營(yíng)管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神. Supervise the staff service quality standards and operation process standards of all branches of the front office, and implement comprehensive supervision of the work of the front Office. 督導(dǎo)前廳各分部員工服務(wù)質(zhì)量標(biāo)準(zhǔn)、操作流程標(biāo)準(zhǔn)并對(duì)前廳部各項(xiàng)工作實(shí)施全面監(jiān)管. Effectively implement, implement and complete the monthly work plan made by the department. 有效貫徹、落實(shí)并完成部門(mén)制訂的每月工作計(jì)劃. Fluent English dialogue, strong coordination and management skills, with certain sales ability. 英語(yǔ)對(duì)話流利，有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷(xiāo)售能力. Fully grasp the basic financial knowledge of the front desk cashier, able to deal with the financial problems involved in the daily service. 全面掌握前臺(tái)收銀方面的財(cái)務(wù)基礎(chǔ)知識(shí)，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問(wèn)題.