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您的職責(zé)是在遵循凱悅酒店集團(tuán)的企業(yè)戰(zhàn)略及品牌標(biāo)準(zhǔn)的前提下，保持所在部門的高效營運(yùn)，并滿足員工、客人及酒店業(yè)主的期望。 通過管理酒店前廳部的運(yùn)作來協(xié)助房務(wù)部總監(jiān)實(shí)現(xiàn)品牌承諾，具體職責(zé)包括但不限于：前臺、前臺服務(wù)（包括泊車及酒店入口）、訊息服務(wù)中心、商務(wù)中心。 You will be responsible for the efficient running of the department in line with Hyatt Hotels Corporation's Corporate Strategic Priorities, whilst meeting employee, guest and owner expectations To assist the Director of Rooms in delivering the brand promise by managing the Front Office operations for the hotel, including, but not limited to, the Front Desk, Front Service (including parking and the hotel entrance), Communications Centre, Business Centre. 最好擁有酒店或旅游管理的本科或?qū)？茖W(xué)歷；至少兩年房務(wù)部副總監(jiān)或前廳部經(jīng)理的工作經(jīng)驗(yàn)；必須具有良好的解決問題、行政管理和人際交往能力。 Ideally with a university degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience as Assistant Director of Rooms or Front Office Manager. Good problem solving, administrative and interpersonal skills are a must.

營運(yùn)管理 Operational ? §? 確保前廳部能按照凱悅酒店集團(tuán)的品牌標(biāo)準(zhǔn)順利并高效的運(yùn)行。 Ensures the FrontOffice operates successfully and efficiently in accordance with Hyatt HotelsCorporation brand standards. §? 確保每日的貴賓、特殊客人、長住客的房間在客人到店前的預(yù)鎖狀態(tài)，以及歡迎禮品適時(shí)適當(dāng)?shù)呐渲谩?Ensures that alldaily VIP rooms, special guest rooms, long stay guest rooms for arrivals areblocked in advance and welcome amenities are appropriately ordered. §? 確保所有房間能按照客人的到店時(shí)間提前封閉并及時(shí)通知客房部。 Ensures that allrooms are pre-block according to arrival time and Housekeeping is informed. §? 與客房部及工程部保持緊密的聯(lián)系，以確保房間能得到及時(shí)的封閉及維護(hù)。 Works closely withHousekeeping and Engineering Departments to ensure that rooms are blocked andmaintained in a timely manner. §? 確保對客用及其他部門所用客房鑰匙的嚴(yán)格管理。 Ensures that themanagement of guest room keys are strict controlled for guest and otherdepartment.. §? 確保整個(gè)前廳部（包括前臺、副理柜、禮賓部等）資金運(yùn)轉(zhuǎn)能夠按照本酒店及酒店財(cái)務(wù)部所制定的政策及程序?qū)嵤?Ensures that all cashfloats (Front Desk, Head Host, Concierge etc.) are used appropriately inaccordance to Policies & Procedures which set by the Hotel and the personnelwith access to cash floats should comply with international Policies &Procedures which established by Finance. §? 經(jīng)常與客房部經(jīng)理及其相關(guān)副理巡視酒店, 以確保酒店各種標(biāo)準(zhǔn)能夠得到執(zhí)行且錯(cuò)誤能夠得以改正。 Conducts frequentand thorough inspections together with the Housekeeping Manager and relevantAssistant Managers to ensure standard are met and any faults/ repair areaddressed. §? 與收益部相協(xié)調(diào)以確保得到正確的市場數(shù)據(jù)最終使得平均房價(jià)最大化。 Liaises with the Revenue Department to ensure the proper market mixto achieve the maximum average roomrate. §? 確保每日當(dāng)班副理工作報(bào)告能得到清晰及準(zhǔn)確的更新，并確保各種事項(xiàng)的及時(shí)跟進(jìn)。 Ensures that thedaily Assistant Managers’ report is properly and clearly updated and all tracesare properly followed up in a timely basis. §? 確保商業(yè)管理技能得到充分發(fā)揮以獲得房間銷售的最大化。 Ensures commercialmanagement techniques of availability control are applied to achieve themaximisation of room sales. §? 在酒店出現(xiàn)超額預(yù)定時(shí)做出相應(yīng)決策，確保所有超額預(yù)定是由管理層人員進(jìn)行。 Makes all decisionsregarding overbooking the Hotel, ensures all booking are carried out by amember of management. §? 確保前廳部以銷售的態(tài)度運(yùn)作，使得每個(gè)員工都有銷售意識，以獲得收入的最大化。 Ensures Front Officeoperates with a sales attitude, and all personnel are aware of sales andopportunities within the Hotel, which will assist with the maximisation ofrevenue. §? 將和預(yù)設(shè)的業(yè)績指標(biāo)相關(guān)的任何風(fēng)險(xiǎn)和機(jī)遇及時(shí)告知酒店高層管理人員。 Keeps seniormanagement informed of any risk or opportunity in relation to the pre-setperformance figures. §? 確保前廳部的每一個(gè)員工對客房收入目標(biāo)以及新制定程序有充分的意識，并保持這種行為的有效性及適時(shí)性。 Ensures all FrontOffice personnel are aware of all room sales revenue targets, new proceduresand that they are kept informed of performance results and instructions. §? 堅(jiān)持酒店的信用政策以確保每筆預(yù)期收入的獲得。 Adheres to companycredit policies to ensure all revenue expected will be received. §? 時(shí)時(shí)關(guān)注競爭對手過去和將來的運(yùn)作以確保本酒店正確的銷售策略能得以實(shí)施。 Monitors competitorperformance both past and future to ensure correct selling strategies areapplied. 對客服務(wù) Guest Service §? 建立并維護(hù)良好的賓客關(guān)系，在對客服務(wù)的過程中滿足客人的要求并解決客人的投訴。 Establishes rapportwith guests to maintain the good customer relationship and handles all guestcomplaints, requests and enquiries on Front Office services. §? 經(jīng)常檢查，以確保員工依照凱悅酒店集團(tuán)標(biāo)準(zhǔn)對客人提供專業(yè)的辦理入住及退房的服務(wù)。 Personally andfrequently verifies that guests check-in/ out are receiving the best possibleservice in line with Hyatt Hotels Corporation standards. §? 確保每一間貴賓、凱悅天地會員的房間在客人到店前經(jīng)過精心的準(zhǔn)備及檢查，其中包括清潔度、禮品的配置及房間的工程維修狀態(tài)。 Ensures that allVIP’s, Word of Hyatt Member roomsare checked prior to the arrival of the guest for 100% readiness. This includescleanliness, amenities state of repair. §? 確保每一個(gè)貴賓及長住客在抵店時(shí)得到接待，在可能的情況下通知到酒店的總經(jīng)理、運(yùn)營總監(jiān)及相關(guān)同事。 Ensures that all VIP/ Long Staying guests are met uponarrival by the duty Head Host and where appropriate General Manager/Director ofOperations or related colleagues. §? 高峰時(shí)段在酒店前臺及大堂，持續(xù)檢查對客服務(wù)質(zhì)量標(biāo)準(zhǔn)和清潔標(biāo)準(zhǔn)。 Schedules self to bein the lobby and the Front Desk during peak operation hours, constantlychecking on standards of services quality of guest interaction and cleanliness. §? 在客人辦理入住時(shí)親切問候客人并協(xié)助前臺員工工作，親自護(hù)送貴賓、凱悅天地會員,以確?？腿说囊竽艿玫郊皶r(shí)的傳達(dá)并滿足。 Greets and assistsat the check in of guests and escorting of VIP, World of Hyatt Members, ensuring that needs are addressedand satisfied. §? 確?？腿说拿考欣钅芗皶r(shí)地運(yùn)送到其房間。 Ensures that luggageis swiftly sent to their rooms. §? 確保客人的電話及留言服務(wù)得到及時(shí)的傳達(dá)。 Ensures a speedytelephone and message service for guests at all times. §? 確保所有員工對酒店產(chǎn)品知識、當(dāng)前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。 Ensures allassociates maintain an up-to-date awareness of hotel product knowledge, currentpromotion, policy changes and appropriate internal communication. §? 維持并促進(jìn)與當(dāng)?shù)芈眯猩缂奥糜螜C(jī)構(gòu)的良好合作。 Maintains andpromotes excellent working relationships with local Travel Agents and TourOperators. §? 確保前廳部對于客人的要求在適當(dāng)?shù)臅r(shí)間內(nèi)給與及時(shí)的、專業(yè)的回饋。 Ensures that theFront Office responds to guests’ correspondences and enquiries appropriately,professionally and within an appropriate time frame. §? 對于客人的意見及回饋要有前瞻性的意識，時(shí)刻保持良好的公共關(guān)系。 Pro-active inseeking guest comments and feedback, maintaining excellent public relations. §? 確?？褪纺馨凑占榷ǖ臉?biāo)準(zhǔn)記錄。 Ensures that GuestHistory records are maintained to agree standard at all times. §? 經(jīng)常對房間進(jìn)行檢查以確保令客人滿意的清潔度及工程維修狀態(tài)。 Frequently inspectsrooms to ensure satisfactory cleanliness and maintenance. §? 保持對新型市場趨勢及競爭對手行為的時(shí)時(shí)關(guān)注，以確保客人對部門運(yùn)行的持續(xù)滿意度。 Maintains awarenessof new market trends and activities of competitors ensuring that the operationremains preferable in the eye of customer. §? 長期實(shí)施對客認(rèn)知計(jì)劃并維護(hù)相關(guān)的客史數(shù)據(jù)庫。 Implements aconsistent Guest Recognition Programmes and maintains a relevant GuestDatabase. 行政 Administration §? 協(xié)助制定，維護(hù)和更新部門營運(yùn)手冊，部門營運(yùn)手冊應(yīng)當(dāng)反映出酒店政策和程序以及工作過程和標(biāo)準(zhǔn)。確保每年進(jìn)行回顧，反映出改變。 Assists with thedevelopment, maintenance and update of detailed Department Operations Manualthat reflects Policies & Procedures, working processes and standards of performance within theDivision. Ensures annual review to accurately reflect any changes. §? 協(xié)助準(zhǔn)備房務(wù)部年度商業(yè)計(jì)劃，確保部門目標(biāo)充分體現(xiàn)酒店目標(biāo)并滿足員工需要。 Assists with thepreparation of the annual Rooms Business Plan ensuring Divisional Objectivesfully address the business objectives of the Hotel and needs of associates. §? 協(xié)助營運(yùn)總監(jiān)準(zhǔn)備并定期更新房務(wù)部預(yù)算，確保達(dá)到預(yù)算目標(biāo)并且有效的控制成本。 Assists with thepreparation and regular update of the Rooms Departmental Budget in closecooperation with the Director of Operations, ensuring targets are met and costs are effectivelycontrolled. §? 確保本部門所有相關(guān)的表格及報(bào)告能夠及時(shí)地遞交到總部。 Ensures that allroom related forms and reports are forwarded in time to the Corporate/Divisional Office. §? 確保所有前廳部的報(bào)告及相互信件能夠及時(shí)并準(zhǔn)確的完成。 Ensures that allFront Office Department reports and correspondence are completed punctually andaccurately. 薪資和生產(chǎn)力管理 Payroll & ProductivityManagement §? 通過在整個(gè)部門內(nèi)建立靈活的員工編制，實(shí)施高效的薪資管理/資源分配。 這將依據(jù)一個(gè)靈活的員工基數(shù)（全職員工和臨時(shí)工）、多技能及多任務(wù)的原則。 Exercises efficientPayroll Management/ Resources allocation through the establishment of aflexible workforce throughout the department. This will be based on theprinciples of a flexible associate base (Full Time & Part Time associates),flexible roster, multi-skilling and multi-tasking. §? 指導(dǎo)下屬確保生產(chǎn)力水平滿足凱悅設(shè)計(jì)標(biāo)準(zhǔn)和凱悅酒店集團(tuán)房務(wù)部營運(yùn)手冊的要求。 Directs subordinatesto ensure productivity meets standards given in accordance with Hyatt DesignStandards & Criteria and the Hyatt Hotels Corporation Rooms OperationsManual. §? 關(guān)注改進(jìn)生產(chǎn)力水平及在可接受的指引下謹(jǐn)慎管理用品/薪資，確保所有設(shè)備的優(yōu)化部署和高效能。 Focuses attention onimproving productivity levels and the need to prudently manage utility/ payrollcosts within acceptable guidelines ensuring optimum deployment and energyefficiency of all equipment. §? 確保新技術(shù)和新設(shè)備的使用，“靈活處理工作”的同時(shí)提高生產(chǎn)力。 Ensures newtechnology & equipment are embraced, improving productivity whilst takingwork out of the system. §? 通過“靈活處理工作”（適當(dāng)情況下）和簡化工作流程，來回顧和不斷探索所有員工的生產(chǎn)力水平改善。 Reviews andconstantly seeks Productivity level improvements of all associates through theprocess of “taking work out of the system” (when appropriate) and throughstreamlining of work process. 人員管理 People Management §? 錄用、挑選并發(fā)展前廳部員工，引導(dǎo)他們在工作中遵循經(jīng)營、財(cái)務(wù)及行政管理的理念，確保員工掌握多項(xiàng)技能并承擔(dān)多項(xiàng)工作。 Recruits, selects,motivates and develops Front Office associates to work following theoperational, financial, administrative philosophies ensuring associates aremulti skilled and perform multi tasks. §? 通過參與管理，根據(jù)酒店制度和程序以及相關(guān)適用法律，對所有前廳部員工進(jìn)行緊密督導(dǎo)。 Through hands-onmanagement, supervises closely all Front Office associates in the performanceof their duties in accordance with Policies & Procedures and applicablelaws. §? 給具備能力和資源的員工委派適當(dāng)?shù)墓ぷ骱拓?zé)任，在培養(yǎng)和發(fā)展員工的同時(shí)確保營運(yùn)標(biāo)準(zhǔn)和安全。 Delegatesappropriately duties and responsibilities to equipped and resourcefulassociates, nurturing and developing them whilst ensuring standards ofoperation and safety are maintained. §? 擁護(hù)和支持酒店的培訓(xùn)精神和以人為本的管理哲學(xué)，并和進(jìn)修及培訓(xùn)發(fā)展部經(jīng)理密切合作培養(yǎng)和發(fā)展部門培訓(xùn)員。 Instils and supportsthe Training initiatives and philosophies of the company and works closely withthe Learning and Development Manager in developing a team of activeDepartmental Trainers. §? 確保所有經(jīng)理,副理和領(lǐng)班在員工的培訓(xùn)及發(fā)展中發(fā)揮積極的作用。 Ensuring that allManagers, Assistant Managers and Team Leaders take an active role in thetraining and development of associates. §? 對新入職的員工進(jìn)行培訓(xùn)，并為新入職的員工及老員工定期進(jìn)行跟進(jìn)培訓(xùn)。 Conducts trainingcourses for new associates, and regular “refresher” courses for newly hired andexisting associates. §? 發(fā)展及協(xié)助針對提高技能和知識的培訓(xùn)活動。 Develops and assistswith training activities focused on improving skills and knowledge. §? 確保員工完全理解酒店的規(guī)章制度并遵照執(zhí)行。 Ensures associateshave a complete understanding of Rules & Regulations, and that behaviourcomplies. §? 及時(shí)觀察并指導(dǎo)所有員工的表現(xiàn)及行為并向其部門經(jīng)理提供反饋，對于符合標(biāo)準(zhǔn)的要給與表揚(yáng)，對于有悖于標(biāo)準(zhǔn)的要進(jìn)行適時(shí)的指導(dǎo)并更正。 Observes the overallconduct & appearance of all associates & provide feedback to theirDepartment Heads should performance standards need to be praised, or addressedfor corrective action & to take disciplinary action of necessary withregard to misconduct and violation of hotel’s regulations. §? 確保所有員工對酒店產(chǎn)品知識、當(dāng)前推廣、政策改變的最新了解及保持高效的內(nèi)部溝通。 Ensures allassociates maintain an up-to-date awareness of hotel product knowledge, currentpromotion, policy changes and appropriate internal communication. §? 監(jiān)督員工士氣并提供工作表現(xiàn)及發(fā)展的反饋。 Monitors associatemorale and provides mechanism for performance feedback and development. §? 進(jìn)行員工年度表現(xiàn)發(fā)展評估，提供真實(shí)和準(zhǔn)確的回饋。 Conducts annual performance development review forrespective associates and providing truthful and appropriate feedback. §? 將指導(dǎo)原則及核心價(jià)值有效地傳達(dá)給所有層級的員工。 Effectivelycommunicates guiding principles and core values to all levels of associates. 總則 General §? 當(dāng)營運(yùn)總監(jiān)缺席時(shí)，在行政委員會代表房務(wù)部，確保房務(wù)部順利和有效的運(yùn)營，并在需要時(shí)為其他部門提供服務(wù)及支持。 In the absence ofthe Director of Operation, represents Rooms on theHotel Leadership Committee, ensures the efficient & smooth operation of theRooms Division, providing services and support to other Divisions as required. §? 按要求出席所有會議并獻(xiàn)言獻(xiàn)策。 Attends andcontributes to all Meetings as required. §? 指導(dǎo)每天的部門會議，傳達(dá)當(dāng)天客人的相關(guān)信息；指導(dǎo)定期舉行的前廳部會議，確保員工獲知相關(guān)政策、程序、特殊事件及客人的意見。 To conduct dailydepartmental briefings focusing on the days guest related matters and regularly Front Office meetings to keep associatesinformed of policies and procedures, special events and guest comments. §? 確保所有員工始終提供禮貌和專業(yè)的服務(wù)。 Ensures allassociates provide courteous and professional service at all times. §? 禮貌而高效的處理客人和員工詢問，對不能立即解決的投訴和問題進(jìn)行匯報(bào)，并及時(shí)回饋和跟進(jìn)。 Handles guest andassociate enquiries in a courteous and efficient manner, reporting complaintsor problems if no immediate solution can be found, whilst providing feedbackfor prompt follow up. §? 了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。 Be knowledgeable instatutory legislation in associate and industrial relations, understanding andstrictly adhering to Rules & Regulations established in the AssociateHandbook and the Hotel’s policies concerning fire, hygiene and health & safety. §? 積極參與員工福利、安全、發(fā)展及健康的活動，并給予建議、咨詢和真實(shí)、恰當(dāng)?shù)姆答仭?Be actively involvedin the welfare, safety, development and well-being of associates providingadvice, counselling and truthful, diplomatic feedback. §? 確保所有前臺員工始終有高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 Ensures highstandards of personal presentation & grooming of all Front Officeassociates. §? 與客人和同事保持基于良好工作關(guān)系的接觸。 Maintainspositive interaction with guest and colleague and keep a good workingrelationship with them as always. §? 始終展現(xiàn)負(fù)責(zé)的管理和行為，并以積極的形象代表酒店管理團(tuán)隊(duì)和凱悅酒店集團(tuán)。 Exercises responsiblemanagement and behaviour at all times and positively representing the HotelManagement Team and Hyatt Hotels Corporation. §? 確保恰當(dāng)?shù)臐M足當(dāng)?shù)卣畬τ诰频昕腿说囊蟆?To ensure propercompletion of all local government requirements concerning hotel guests. §? 針對所有部門建立高效的溝通協(xié)調(diào)機(jī)制，尤其加強(qiáng)對于收銀、信貸、銷售、客服、維修、電話及安全的管理及協(xié)調(diào)。 Establishes anefficient method for the coordination of all departments, with particularemphasis on cashiers, credit, sales, housekeeping, maintenance, telephone andsecurity. §? 根據(jù)酒店值班經(jīng)理的排班安排履行其功效及職責(zé)。 To assume thefunctions and responsibilities of Duty Manager in accordance with the Hotel’sDuty Manager’s roster. §? 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。 Responds to requeststo undertake any reasonable tasks and secondary duties and to changes asdictated by the Hotel, industry and company.

【崗位職責(zé)】 1、通過訓(xùn)練領(lǐng)導(dǎo)和激發(fā)團(tuán)隊(duì)員工。 2、考察團(tuán)隊(duì)成員的訓(xùn)練需求，積極地培訓(xùn)員工, 讓員工保持水平一致, 參加培訓(xùn)。 3、控制酒店員工的流失率。 4、作為團(tuán)隊(duì)的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。 5、確保員工手冊，相關(guān)勞動法，HR指南的一致性，如有違反，紀(jì)律處分。 6、根據(jù)酒店酒店P(guān)DR標(biāo)準(zhǔn)，進(jìn)行1：1的面談，確保對每個(gè)員工的公平，為員工提供繼續(xù)發(fā)展的平臺。 7、及時(shí)更新員工檔案，掌握員工進(jìn)步、成功和失敗的狀況，鼓勵更正。 8、為部門計(jì)劃和培訓(xùn)高潛能成員，促進(jìn)他們提高工作水平。 9、致力于酒店工作，為酒店發(fā)展提供建議，有創(chuàng)新精神，為顧客提供品質(zhì)服務(wù)。 10、簡單易懂的訓(xùn)練新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn)，明白他的目標(biāo)。 11、對雇用和解雇員工負(fù)責(zé), 確定所有的位置都有合適的人選。確保部門成員的水平一致。 12、獲得并分析員工意見調(diào)查、客人滿意度調(diào)查和神秘客人調(diào)查的結(jié)果，與團(tuán)隊(duì)分享并跟辦需要提高的地方。 13、為顧客提供熱情服務(wù)，讓他們有回家的感覺。 14、核對賓客完整的預(yù)定及詳細(xì)信息，確保付款方式安全有效。 15、將客人送至客房，介紹客房布局，確保行李及時(shí)寄存等。 16、采取必要行動，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知賓客關(guān)系經(jīng)理回訪客人，確?？腿藢鉀Q方法滿意。 17、維護(hù)顧客檔案和信息，確保有效的預(yù)定。 18、每日問候VIP客人，確保VIP客人的個(gè)性化服務(wù)待遇。 19、和銷售，預(yù)定和商業(yè)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。 20、確保為會員顧客提供優(yōu)質(zhì)專業(yè)的服務(wù)，發(fā)展客人加入會員。 21、按照客人的預(yù)定或喜好安排房間，控制房間。 22、確保賓客檔案信息及時(shí)錄入公安報(bào)告系統(tǒng)。 23、遵循酒店酒店品牌標(biāo)準(zhǔn) 24、掌握酒店酒店的基本概況 25、了解酒店周邊地區(qū)的最新信息，名勝，風(fēng)景地等，為顧客提供方便。 26、確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部 【崗位要求】 1、外形條件良好，身體健康，精力充沛。 2、保證向酒店內(nèi)部和外部客人提供高質(zhì)量的服務(wù)。 3、維護(hù)酒店設(shè)施設(shè)備的正常運(yùn)轉(zhuǎn)。 4、保持工作環(huán)境整潔。 5、英文溝通水平良好。

【崗位職責(zé)】 協(xié)助確保前廳部、商務(wù)中心、賓客服務(wù)部、禮賓部、嘉賓軒按照凱悅國際的品牌標(biāo)準(zhǔn)高效、順利的運(yùn)營。 協(xié)助制定、保持及更新詳細(xì)的部門營運(yùn)手冊。營運(yùn)手冊要包括部門的政策及程序，部門的工作程序及標(biāo)準(zhǔn)。確保每年的更新要準(zhǔn)確反映任何改變。 協(xié)助準(zhǔn)備前廳部年度預(yù)算，確保部門的預(yù)算考慮到了酒店的生意目標(biāo)及員工的需要。 協(xié)助做好準(zhǔn)備并密切聯(lián)系前廳部經(jīng)理以便及時(shí)更新前廳部的預(yù)算，確保預(yù)算得到很好的執(zhí)行，成本得到有效控制。 協(xié)助確保準(zhǔn)確按時(shí)上報(bào)公司、地區(qū)、酒店及政府部門要求的報(bào)告。 持續(xù)探索能夠幫助前廳部、商務(wù)中心、賓客服務(wù)部、禮賓部、嘉賓軒提高收入和利潤的方法。 【崗位要求】 擁有相關(guān)工作或培訓(xùn)經(jīng)歷 良好的組織和協(xié)調(diào)技巧，能夠堅(jiān)持到底完成工作 精通電腦操作技巧，特別是辦公軟件和電子郵件 至少兩年同崗位相關(guān)工作經(jīng)驗(yàn)

崗位職責(zé) 1. 負(fù)責(zé)酒店前廳管理工作，包含接待、禮賓和賓客關(guān)系維護(hù)、客訴處理和網(wǎng)評維護(hù)等，熟知前廳服務(wù)設(shè)施的功能，能隨時(shí)調(diào)整工作部署。 2. 負(fù)責(zé)統(tǒng)籌酒店前廳的各項(xiàng)工作事務(wù)，熟悉酒店各類入住登記系統(tǒng)、前廳服務(wù)設(shè)施的功能等。 3. 積極與銷售部進(jìn)行溝通，使酒店房間出租率和房間收入達(dá)到最大化。 4. 做好與其他部門的運(yùn)營協(xié)作溝通，確保各項(xiàng)工作的有效銜接。 5. 根據(jù)服務(wù)的實(shí)際情況，負(fù)責(zé)工作程序和服務(wù)標(biāo)準(zhǔn)的制定和監(jiān)督。 6. 持續(xù)監(jiān)控并改進(jìn)賓客服務(wù)流程，包括入住、退房、投訴處理等，提高服務(wù)效率和客戶滿意度，并進(jìn)行點(diǎn)評監(jiān)控。 7. 保持良好的客際關(guān)系，處理客人的投訴和建議，主動積極處理客人的突發(fā)事件。 8. 完成上級領(lǐng)導(dǎo)分配的其它工作。 任職要求 1. 大?；蛞陨蠈W(xué)歷，酒店或旅游管理相關(guān)專業(yè)。 2. 5年及以上同崗位工作經(jīng)驗(yàn)，有政務(wù)接待經(jīng)驗(yàn)、掌握英語口語優(yōu)先考慮。 3. 掌握酒店前廳的經(jīng)營管理工作，掌握使用前臺系統(tǒng)和工作流程。 4. 掌握前臺收銀方面的財(cái)務(wù)基礎(chǔ)知識，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問題。 5. 具有較強(qiáng)的決策能力、團(tuán)隊(duì)合作精神和協(xié)調(diào)管理能力。

【崗位職責(zé)】 1、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)。 2、進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3、使客房達(dá)到最高出租率，獲取最佳的客房收入。 4、督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5、保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 【崗位要求】 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)10年以上。 2、熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3、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)并對前廳部各項(xiàng)工作實(shí)施全面監(jiān)管。 4、有效貫徹、落實(shí)并完成部門制訂的每月工作計(jì)劃。 5、英語對話流利，有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財(cái)務(wù)基礎(chǔ)知識，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問題。

崗位職責(zé) 1.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)。 2.進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3.在維持高標(biāo)準(zhǔn)服務(wù)水平前提下盡量提高客房出租率、客房收益、平均房價(jià)。 4.督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5.保持良好的客戶關(guān)系，能獨(dú)立有效地處理賓客投訴。 6.協(xié)助酒店與更管理層領(lǐng)導(dǎo)處理突發(fā)事件。 7.建立良好的客史系統(tǒng)，熟知客人需求。 8.負(fù)責(zé)部門運(yùn)作規(guī)劃與報(bào)告以確保提高強(qiáng)項(xiàng)、克服弱點(diǎn)，從而尋找更大的機(jī)會。 9.建立恰當(dāng)?shù)某绦蛞员阌诒静块T管理的創(chuàng)新。 10.實(shí)施合適的管理方式給予員工動力和溝通。給予所管轄的員工以不斷的建議和支持，避免和調(diào)解抱怨。 崗位要求 1.掌握前廳部工作知識并且十分熟悉前廳部日常運(yùn)行。 2.熟練掌握相關(guān)公司計(jì)劃萬豪會員計(jì)劃，收入管理方法等)。 3.熟練運(yùn)用前臺電腦系統(tǒng)，掌握各項(xiàng)功能。 4.良好的財(cái)務(wù)知識，熟悉相關(guān)信用政策。 5.良好的英語能力。 6.良好的管理技能, 強(qiáng)調(diào)“人性化管理”。 7.良好的溝通技巧。 8.良好的組織以及解決問題的能力。 具體薪資可面議

崗位職責(zé) 1、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)。 2、進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3、使客房達(dá)到最高出租率，獲取最佳的客房收入。 4、督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5、保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 崗位要求 1、大專以上學(xué)歷。 2、熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3、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)并對前廳部各項(xiàng)工作實(shí)施全面監(jiān)管。 4、有效貫徹、落實(shí)并完成部門制訂的每月工作計(jì)劃。 5、英語對話流利，有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財(cái)務(wù)基礎(chǔ)知識，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問題。

1、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)。 2、進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3、使客房達(dá)到售賣KPI。 4、督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5、保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 崗位要求 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)3年以上。 2、熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3、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)并對前廳部各項(xiàng)工作實(shí)施全面監(jiān)管。 4、有效貫徹、落實(shí)并完成部門制訂的每月工作計(jì)劃。 5、英語對話流利，有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財(cái)務(wù)基礎(chǔ)知識，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問題。

The moment a guest steps into one of our hotels,they walk into a genuinely memorable experience. As Assistant Front OfficeManager you’ll deliver this through managing all aspects of the front office(for example guest registration, porter services, business center, telephoneservices, concierge services, and guest reservations). You’ll also create thewarm atmosphere that makes our guests feel at home in any location. 客人踏入我們的其中一家酒店的那一刻，他們就進(jìn)入了真正難忘的體驗(yàn)。 作為前廳部副經(jīng)理，您將通過管理前廳部的所有方面（例如賓客登記、門迎服務(wù)、商務(wù)中心、電話服務(wù)、禮賓服務(wù)和賓客預(yù)訂）來實(shí)現(xiàn)這一目標(biāo)。 您還將營造溫馨的氛圍，讓我們的客人在任何地方都有賓至如歸的感覺。 Manage day-to-day staffing needs, plan and assignwork and establish performance and development goals for team members. Providementoring, coaching and regular feedback to improve team member performance . 管理日常人員配備需求，計(jì)劃和分配工作，并為團(tuán)隊(duì)成員制定績效和發(fā)展目標(biāo)。 提供指導(dǎo)、輔導(dǎo)和定期反饋，以提高團(tuán)隊(duì)成員的績效。 Educate and train team members in compliance withfederal, state and local laws and safety regulations. Ensure staff is properlytrained and has the tools and equipment to carry out job duties . 教育和培訓(xùn)團(tuán)隊(duì)成員遵守聯(lián)邦、州和地方法律和安全法規(guī)。 確保員工接受適當(dāng)培訓(xùn)并擁有執(zhí)行工作職責(zé)的工具和設(shè)備。 Ensure your team are properly trained on systems,security, service and quality standards. 確保您的團(tuán)隊(duì)在系統(tǒng)、安全、服務(wù)和質(zhì)量標(biāo)準(zhǔn)方面接受過適當(dāng)?shù)呐嘤?xùn)。 Ensure your front office team delivers a greatservice, professional attention and personal recognition. 確保您的前廳團(tuán)隊(duì)提供優(yōu)質(zhì)的服務(wù)、專業(yè)的關(guān)注和個(gè)人認(rèn)可。 Ensure guests are greeted upon arrival and maketime to engage with guests. Respond appropriately to guest complaints, solicitfeedback and build relationships to drive continuous improvement in guestsatisfaction . 確?？腿嗽诘诌_(dá)時(shí)受到歡迎，并抽出時(shí)間與客人互動。 適當(dāng)回應(yīng)客人的投訴，征求反饋意見并建立關(guān)系，以推動客人滿意度的持續(xù)改進(jìn)。 Conduct routine inspections of the front office andpublic areas and take immediate actions to correct any deficiencies . 對前臺和公共區(qū)域進(jìn)行例行檢查，并立即采取行動糾正任何缺陷。 Check billing instructions and guest credit forcompliance with hotel credit policy and ensure all transactions are handled ina secure manner. 檢查賬單說明和客人信用是否符合酒店信用政策，并確保所有交易都以安全的方式處理。 Train team members on emergency procedures andserve as a central communications point during emergency/crisis situations;develop and maintain relationships with local fire, police, and emergencypersonnel . 對團(tuán)隊(duì)成員進(jìn)行應(yīng)急程序培訓(xùn)，并在緊急/危機(jī)情況下充當(dāng)中央通信點(diǎn)； 發(fā)展并保持與當(dāng)?shù)叵馈⒕旌蛻?yīng)急人員的關(guān)系。 Perform other duties as assigned. May also serve asmanager on duty. 執(zhí)行分配的其他職責(zé)。 也可擔(dān)任值班經(jīng)理。 Apprise appearance, discipline and efficiency ofall staff under direct supervision and initiate immediate remedial action ifnecessary 評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 frontoffice staff to facilitate communications and smooth operations. 定期組織和召開前廳全體人員參加的會議，以加強(qiáng)交流和保證業(yè)務(wù)的順利進(jìn)行。 Prepare efficient work schedule for VIP ReceptionLounge Staff, arranging holidays and vacation, taking into considerationproject occupancy and forecasts and any large group movements, especially thosewith early or late arrivals or departures. 在考慮酒店入住情況和預(yù)測以及大規(guī)模的團(tuán)組活動，特別是關(guān)于提前或延遲到達(dá)及離店的情況的前提下，為貴賓接待廳員工準(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 manpowerplanning and management needs. 與上級領(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 in the preparation andmanagement of the Department’ budget. 與上級領(lǐng)導(dǎo)一起編制和管理部門預(yù)算。 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。

崗位職責(zé)： 1. 財(cái)務(wù)回報(bào)： 1) 參與年度部門運(yùn)行預(yù)算和財(cái)務(wù)計(jì)劃的準(zhǔn)備工作。 重點(diǎn)通過制定恰當(dāng)?shù)姆績r(jià)策略、推動員工積極性和管理庫存房量，來監(jiān)控預(yù)算和控制人力成本等各項(xiàng)費(fèi)用。 2) 監(jiān)管夜審工作并準(zhǔn)備每日財(cái)務(wù)報(bào)告。 3) 開發(fā)各種計(jì)劃，通過前臺過路客管理和增銷從而提高客房出租率和平均每日房價(jià)。 2. 員工團(tuán)隊(duì)： 1) 處理員工日常事務(wù)，計(jì)劃并分配工作，為每個(gè)員工設(shè)定工作績效目標(biāo)。 為員工提供培訓(xùn)、輔導(dǎo)，并給予定期反饋，協(xié)助解決各種員工矛盾，提高團(tuán)隊(duì)成員的工作表現(xiàn)。 2) 教育和培訓(xùn)所有員工遵守國家、各省市與地方的法律和安全法規(guī)。 確保員工接受適當(dāng)?shù)呐嘤?xùn)，保證為他們配備完成工作所需的各種工具和設(shè)備。 3) 確保員工獲得與操作系統(tǒng)、安全、現(xiàn)金處理流程、服務(wù)和標(biāo)準(zhǔn)有關(guān)的適當(dāng)培訓(xùn)。 ? 3. 賓客體驗(yàn)： 1) 確保前臺員工為賓客提供快捷的服務(wù)、職業(yè)的關(guān)注和個(gè)性化的身份確認(rèn)。 2) 確?？腿嗽诘诌_(dá)酒店時(shí)獲得熱情的問候，并抽出時(shí)間與客人進(jìn)行有效的互動交流。 處理客人投訴時(shí)以恰當(dāng)?shù)姆绞接枰曰貞?yīng)，及時(shí)征求反饋意見，并與客人建立起良好的關(guān)系，不斷促進(jìn)賓客滿意度的提升。 3) 對前臺和公共區(qū)域進(jìn)行例行檢查，若發(fā)現(xiàn)任何問題馬上采取行動。 4) 推進(jìn),監(jiān)督前廳部完成心語賓客滿意度的關(guān)鍵性問題分?jǐn)?shù),確保全年相關(guān)經(jīng)營指數(shù)達(dá)到目標(biāo)。 4. 企業(yè)責(zé)任： 1) 核查賬單指令和賓客信用情況，按酒店信用政策操作，確保以安全方式處理所有交易。 2) 為團(tuán)隊(duì)成員提供風(fēng)險(xiǎn)管理相關(guān)培訓(xùn)，在緊急情況下?lián)尉频甑闹饕?lián)絡(luò)人；與當(dāng)?shù)叵?、公安和?yīng)急部門人員建立聯(lián)系。 3) 完成其它分配的任務(wù)。 任職資格： 1.擁有酒店/經(jīng)濟(jì)管理類等相關(guān)專業(yè)本科以上學(xué)歷； 2.5年以上酒店行業(yè)管理工作經(jīng)驗(yàn)，具有五星級酒店前期開發(fā)、酒店籌建、開業(yè)籌備、酒店運(yùn)營等相關(guān)經(jīng)驗(yàn)； 3.2年以上酒店中高層管理崗位經(jīng)驗(yàn)，對前廳、客房、餐飲、銷售等運(yùn)營崗位相關(guān)工作非常熟悉并有獨(dú)特見解； 4.工作責(zé)任心強(qiáng)，有較強(qiáng)的組織管理能力，有較強(qiáng)溝通協(xié)調(diào)能力和應(yīng)急處理突發(fā)情況的能力； 5.精通酒店資產(chǎn)管理各業(yè)務(wù)環(huán)節(jié)，具備簽訂酒店管理合同的相關(guān)經(jīng)驗(yàn)，并能與酒店管理公司就合同中的重要條款進(jìn)行溝通和談判； 6.具備出色的酒店項(xiàng)目開發(fā)及管理能力，對酒店項(xiàng)目定位、品牌選擇、投資測算、成本控制等能進(jìn)行全局把控和平衡； 7.外語水平流利，能夠嫻熟使用英文進(jìn)行聽、說、讀、寫。

【崗位職責(zé)】 1、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)。 2、進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3、使客房達(dá)到最高出租率，獲取最佳的客房收入。 4、督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5、保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 【崗位要求】 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)3年以上。有希爾頓體系工作經(jīng)驗(yàn)優(yōu)先考慮。 2、熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3、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)并對前廳部各項(xiàng)工作實(shí)施全面監(jiān)管。 4、有效貫徹、落實(shí)并完成部門制訂的每月工作計(jì)劃。 5、英語對話流利，有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財(cái)務(wù)基礎(chǔ)知識，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問題。

JOB SUMMARY Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. CANDIDATE PROFILE Education and Experience ? High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area. OR ? 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area. CORE WORK ACTIVITIES Leading Guest Services Team ? Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. ? Encourages and builds mutual trust, respect, and cooperation among team members. ? Serves as a role model to demonstrate appropriate behaviors. ? Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. ? Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. ? Ensures recognition of employees is taking place across areas of responsibility. ? Communicates performance expectations in accordance with job descriptions for each position and monitors progress. ? Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals ? Achieves and exceeds goals including performance goals, budget goals, team goals, etc. ? Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. ? Develops specific goals and plans to prioritize, organize, and accomplish your work. ? Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. ? Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. ? Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. ? Understands the impact of Front Office operations on the Rooms area and overall property financial goals. ? Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies ? Ensures compliance with all Front Office policies, standards and procedures. ? Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Ensuring Exceptional Customer Service ? Provides services that are above and beyond for customer satisfaction and retention. ? Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. ? Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. ? Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations. ? Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. ? Strives to improve service performance. ? Empowers employees to provide excellent customer service. ? Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. ? Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. ? Responds to and handles guest problems and complaints. ? Observes service behaviors of employees and provides feedback to individuals and/or managers. Managing and Conducting Human Resource Activities ? Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. ? Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. ? Establishes challenging, realistic and obtainable goals to guide operation and performance. ? Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. ? Ensures employees are treated fairly and equitably. ? Manages employee progressive discipline procedures for Front Office Staff. ? Administers the performance appraisal process for direct report managers. ? Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. Additional Responsibilities ? Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. ? Analyzes information and evaluating results to choose the best solution and solve problems. ? Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. ? Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence. Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

崗位職責(zé) 1、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)。 2、進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3、使客房達(dá)到最高出租率，獲取最佳的客房收入。 4、督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5、保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 崗位要求 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)2年以上。 2、熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3、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)并對前廳部各項(xiàng)工作實(shí)施全面監(jiān)管。 4、有效貫徹、落實(shí)并完成部門制訂的每月工作計(jì)劃。 5、英語對話流利，有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財(cái)務(wù)基礎(chǔ)知識，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問題。

【崗位職責(zé)】 1、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)。 2、進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3、使客房達(dá)到最高出租率，獲取最佳的客房收入。 4、督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5、保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 【崗位要求】 1、熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 2、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)并對前廳部各項(xiàng)工作實(shí)施全面監(jiān)管。 3、有效貫徹、落實(shí)并完成部門制訂的每月工作計(jì)劃。 4、英語對話流利，有較強(qiáng)的協(xié)調(diào)管理能力。 5、有相關(guān)奢華酒店品牌工作經(jīng)驗(yàn)優(yōu)先。

【職位描述】 1. Conduct front office management, familiar with the functions of the front office service facilities and kept them in good condition. 進(jìn)行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)。 2. Conducted relevant market plan analysis, formulated departmental work plans, and completed work reports. 進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3. Maximize room occupancy and get the best room revenue. 使客房達(dá)到最高出租率，獲取最佳的客房收入。 4. Supervised subordinate department heads, assigned work tasks, clarified post responsibilities, and adjusted work deployment at any time. 督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5. 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。 6. Assist the hotel and higher level leaders to deal with emergencies. 協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 【任職要求】 1. College degree or above, with more than 1 years of work experience in the same position. 大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)1年以上，前廳部經(jīng)驗(yàn)7年以上。 2. Familiar with the operation and management of the hotel front office, with a strong sense of responsibility and professionalism. 熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3. Supervised the service quality standards and operation process standards of the staff in each branch of the front office and comprehensively supervised 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)并對前廳部各項(xiàng)工作實(shí)施全面監(jiān)管。 4. Effectively implement, implement and complete the monthly work plan formulated by the department. 有效貫徹、落實(shí)并完成部門制訂的每月工作計(jì)劃。 5. Fluent in English dialogue, strong coordination and management ability, with certain sales ability. 英語對話流利，有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。

工作職責(zé) Assist in managing all aspects of the front office areas which mayinclude but is not limited to guest registration, bell services, conciergeservices, business center, telephone services, and guest reservations to ensureguest satisfaction and maximize hotel profitability.? Adhere to all brand standards and deskmerchandising.? Serve as Front OfficeManager in his/her absence. 協(xié)助管理前廳各方面工作，包括但不限于注冊客人，行李服務(wù)，禮賓服務(wù)，商務(wù)中心，電話服務(wù)，客人預(yù)訂來確保客人的滿意度，使酒店利潤最大化。遵守品牌規(guī)范。在前廳部經(jīng)理缺席時(shí)代理其職位。 Assists the Front OfficeManager in all aspects of their duties.協(xié)助前廳部經(jīng)理的各方面工作。 Assist Front Office Manager inexecution of the management of staff.?協(xié)助前廳部經(jīng)理管理員工。 Monitor Front Office personnelto ensure guests receive prompt, cordial attention and personal recognition.?監(jiān)督前廳部員工，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。 ?Monitor Front Office andparticularly Guest Relations personnel, to ensure IHG Rewards Club, knownrepeat 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)悅會會員、?？秃推渌F賓得到特別關(guān)照和尊重。 Control the availability ofrooms, rooms types, accuracy of room count and rate categories. 管理房間空余情況、房間類型、房間出租率和價(jià)格類型的準(zhǔn)確性等。 Maximize occupancy, revenue andaverage 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。 Turn away guests if occupanciesdeem it necessary ensuring no good-will is lost. 如無房則婉拒來客，以免喪失信譽(yù)。 Liaise closely with ExecutiveHousekeeper to ensure special guest needs, amenities and other room relatedrequests are met. 與行政管家緊密聯(lián)系，以確保客人的特殊需要、關(guān)于各類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 andprocedures and liaise closely with Finance Department to ensure that creditprocedures 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。 Know system recovery procedures.掌握系統(tǒng)復(fù)原程序。 Interpret computer reports.分析電腦報(bào)告。 Compile statistics for frontoffice 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。 Continually check the accuracyof room count.不斷檢查房間出租率的情況。 Approve upgrades and specialamenities in absence of manager. 批準(zhǔn)房間的免費(fèi)升級及特殊設(shè)備的使用。 Maintain inter-departmentalrelationships to ensure seamless customer service. 保持各部門之間的關(guān)系以確保對客服務(wù)暢通。 Inspect frequently forcleanliness and orderliness, the lobby, reception and cashier’s desk and, on arandom basis, VIP rooms prior to arrival. 經(jīng)常到大廳、接待處和收銀臺檢查其整潔情況，并在貴賓到來前對貴賓房進(jìn)行抽查。 Assist in the preparation ofefficient work schedule for Front Office Staff, arranging holidays andvacation, taking into consideration project occupancy and forecasts and anylarge group movements, especially those with early or late arrivals ordepartures. 在考慮項(xiàng)目入住情況和預(yù)測以及大規(guī)模的團(tuán)組活動，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 standardsof conduct, dress, hygiene, uniforms, appearance and posture of departmentalemployees.保持部門員工的行為、裝束、衛(wèi)生、制服穿著、外表和儀態(tài)標(biāo)準(zhǔn)。 Provide input for Front OfficeDepartmental Meetings and deputizes in cases of absence. 參加前廳部部門會議并在缺席的情況下負(fù)責(zé)代理。 Promote Inter-hotel sales andin house facilities.促進(jìn)店際銷售及完善內(nèi)部設(shè)施。 Works with Superior andDirector of Finance in the preparation and management of the Department’sbudget.與上級領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門預(yù)算。 崗位要求 Communication skills areutilized 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(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 ofMicrosoft Office and Front Office System. 熟練使用微軟辦公軟件和前臺系統(tǒng)。 Problem solving, reasoning,motivating, organizational and training abilities. 具有解決問題，推理，號召，組織和培訓(xùn)能力。 Strong Leadership skills inmanaging teams.在管理隊(duì)伍中有具很強(qiáng)的領(lǐng)導(dǎo)技能。 Ability to manage complexrelationships.管理復(fù)雜關(guān)系的能力。 College’s degree in HotelAdministration, Business Administration or equivalent. 具有酒店行政管理，商業(yè)管理或相關(guān)的大專學(xué)歷。 5years of guest service /hotel experience with 3 year in a management capacity, or an equivalentcombination of education and experience.? 擁有5年酒店賓客服務(wù)工作經(jīng)驗(yàn)，包括3年管理經(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。

前廳副經(jīng)理，部門負(fù)責(zé)人

崗位內(nèi)容： 1. 負(fù)責(zé)管理社區(qū)和旅居前廳部門，保證顧客入住、離店等各項(xiàng)服務(wù)流程符合園區(qū)標(biāo)準(zhǔn)，并維護(hù)園區(qū)形象； 2. 能夠根據(jù)社區(qū)經(jīng)營狀況靈活調(diào)整前廳資源，安排適宜的員工上崗； 3. 協(xié)助總經(jīng)理制定部門年度計(jì)劃、預(yù)算和目標(biāo)，并貫徹執(zhí)行； 4. 保持與其他部門的良好溝通，協(xié)調(diào)各部門間的關(guān)系，為顧客提供優(yōu)質(zhì)服務(wù)。 任職要求： 1. 具有三年以上酒店或社區(qū)前廳管理工作經(jīng)驗(yàn)，能獨(dú)立完成前廳部門的日常管理； 2. 熟悉前廳部門的各項(xiàng)操作流程，并具備豐富的管理經(jīng)驗(yàn)； 3. 具備較強(qiáng)的組織、協(xié)調(diào)和溝通能力，善于處理各種復(fù)雜情況； 4. 具有較強(qiáng)的團(tuán)隊(duì)建設(shè)能力，擅長帶領(lǐng)團(tuán)隊(duì)完成工作目標(biāo)。

Lead and motivate team employees through training. Examined training needs of team members and proactively trained employees to maintain consistent levels and participation in training. Control departmental employee turnover. Plans and trains high potential members for the department and promotes them to improve their work. Committed to the hotel, advises on hotel development, is innovative and provides quality service to customers. Responsible for hiring and firing employees, making certain that the right people are available for all positions. Ensure consistent level of department members. Obtain and analyse results of guest satisfaction surveys and mystery guest surveys, share with the team and follow up on areas for improvement. Verify complete bookings and details of guests and ensure that payment methods are secure and valid. Take the necessary action to deal with customer dissatisfaction in a timely and effective manner, informing the Guest Relations Manager to return to the guest when appropriate to ensure that the guest is satisfied with the resolution. Maintain customer files and information to ensure effective bookings. 通過訓(xùn)練領(lǐng)導(dǎo)和激發(fā)團(tuán)隊(duì)員工。 考察團(tuán)隊(duì)成員的訓(xùn)練需求，積極地培訓(xùn)員工，讓員工保持水平一致，參加培訓(xùn)。 控制部門員工的流失率。 為部門計(jì)劃和培訓(xùn)高潛能成員，促進(jìn)他們提高工作水平。 致力于酒店工作，為酒店發(fā)展提供建議，有創(chuàng)新精神，為顧客提供品質(zhì)服務(wù)。 對雇用和解雇員工負(fù)責(zé)，確定所有的位置都有合適的人選。確保部門成員的水平一致。 獲得并分析客人滿意度調(diào)查和神秘客人調(diào)查的結(jié)果，與團(tuán)隊(duì)分享并跟辦需要提高的地方。 核對賓客完整的預(yù)定及詳細(xì)信息，確保付款方式安全有效。 采取必要行動，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知賓客關(guān)系經(jīng)理回訪客人，確?？腿藢鉀Q方法滿意。 維護(hù)顧客檔案和信息，確保有效的預(yù)定。

崗位職責(zé) 1、通過訓(xùn)練領(lǐng)導(dǎo)和激發(fā)團(tuán)隊(duì)員工。 2、考察團(tuán)隊(duì)成員的訓(xùn)練需求，積極地培訓(xùn)員工, 讓員工保持水平一致, 參加培訓(xùn)。 3、控制酒店員工的流失率。 4、作為團(tuán)隊(duì)的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。 5、確保員工手冊，相關(guān)勞動法，HR指南的一致性，如有違反，紀(jì)律處分 6、及時(shí)更新員工檔案，掌握員工進(jìn)步、成功和失敗的狀況，鼓勵更正。 7、為部門計(jì)劃和培訓(xùn)高潛能成員，促進(jìn)他們提高工作水平。 8、致力于酒店工作，為酒店發(fā)展提供建議，有創(chuàng)新精神，為顧客提供品質(zhì)服務(wù)。 9、簡單易懂的訓(xùn)練新員工，使其盡快達(dá)到勝任工作的標(biāo)準(zhǔn)，明白他的目標(biāo)。 10、對雇用和解雇員工負(fù)責(zé), 確定所有的位置都有合適的人選。確保部門成員的水平一致。 11、獲得并分析員工意見調(diào)查、客人滿意度調(diào)查和神秘客人調(diào)查的結(jié)果，與團(tuán)隊(duì)分享并跟辦需要提高的地方。 12、為顧客提供熱情服務(wù)，讓他們有回家的感覺。 13、核對賓客完整的預(yù)定及詳細(xì)信息，確保付款方式安全有效。 14、將客人送至客房，介紹客房布局，確保行李及時(shí)寄存等。 15、采取必要行動，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知賓客關(guān)系經(jīng)理回訪客人，確?？腿藢鉀Q方法滿意。 16、維護(hù)顧客檔案和信息，確保有效的預(yù)定。 17、每日問候VIP客人，確保VIP客人的個(gè)性化服務(wù)待遇。 18、和銷售，預(yù)定和商業(yè)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。 19、確保為會員顧客提供優(yōu)質(zhì)專業(yè)的服務(wù)，發(fā)展客人加入會員。 20、按照客人的預(yù)定或喜好安排房間，控制房間。 21、確保賓客檔案信息及時(shí)錄入公安報(bào)告系統(tǒng)。 22、遵循酒店酒店品牌標(biāo)準(zhǔn) 23、掌握酒店酒店的基本概況 24、了解酒店周邊地區(qū)的信息，名勝，風(fēng)景地等，為顧客提供方便。 25、確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部 崗位要求 1、保持和供應(yīng)商的良好關(guān)系。 2、保證向酒店內(nèi)部和外部客人提供高質(zhì)量的服務(wù)。 3、維護(hù)酒店設(shè)施設(shè)備的正常運(yùn)轉(zhuǎn)。 4、保持工作環(huán)境整潔。 5、達(dá)到綠色酒店的要求。 6、編輯更新工作標(biāo)準(zhǔn)和程序。

【崗位職責(zé)】 1、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)。 2、進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成月度工作分析報(bào)告。 3、使客房達(dá)到目標(biāo)出租率，獲取理想樂觀的客房收入。 4、督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5、保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 6、協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 【崗位要求】 1.?5年以上品牌酒店管理經(jīng)驗(yàn)，3年以上同等職位管理工作經(jīng)驗(yàn) 2.?了解熟悉客人的消費(fèi)心理關(guān)注客戶需求。 3.?對市場具有較強(qiáng)的市場洞察能力； 4.?具有良好的溝通技巧和對客溝通能力，和超前的創(chuàng)新意識、營銷思路和豐富的前廳管理經(jīng)驗(yàn)。

崗位職責(zé) 1.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。 2.進(jìn)行有關(guān)的市場計(jì)劃分析制定部門工作計(jì)劃，完成工作報(bào)告。 3.督導(dǎo)下屬部門主管，委派工作任務(wù)，明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 4.保持良好的客際關(guān)系，能獨(dú)立有效地處理賓客投訴。 5.協(xié)助酒店與更高一級領(lǐng)導(dǎo)處理突發(fā)事件。 崗位要求 1.大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)5年以上。 2.熟悉酒店前廳的經(jīng)營管理工作，具有較強(qiáng)的工作責(zé)任感和敬業(yè)精神。 3.有較強(qiáng)的協(xié)調(diào)管理能力，具有一定的銷售能力。 4.全面掌握前臺收銀方面的財(cái)務(wù)基礎(chǔ)知識，能處理日常服務(wù)環(huán)節(jié)中所涉及到的財(cái)務(wù)方面的問題。

FINANCIAL RETURNS: l? Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management. l? Oversee night audit function and preparation of daily financial reports. l? Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk. PEOPLE: l? Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.? l? Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.? l? Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards. GUEST EXPERIENCE: l? Ensure front office staff provides guests with prompt service, professional attention and personal recognition.? l? Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.? l? Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. ? RESPONSIBLE BUSINESS: l? Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner. l? Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. Perform other duties as assigned. May also serve as manager on duty.