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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. 行有關(guān)的市場(chǎng)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. 明確崗位責(zé)任，隨時(shí)調(diào)整工作部署。 5. 保持良好的人際關(guān)系，能獨(dú)立有效地處理賓客機(jī)會(huì)。 6. 協(xié)助前廳部經(jīng)理與酒店管理團(tuán)隊(duì)處理突發(fā)事件。 海外留學(xué)或就業(yè)背景優(yōu)先。

崗位職責(zé) 1、代表總經(jīng)理主持酒店夜間的經(jīng)營(yíng)管理活動(dòng)，對(duì)酒店總經(jīng)理負(fù)責(zé)，并報(bào)告工作。 2、負(fù)責(zé)協(xié)調(diào)和督促各部門做好夜間的各種工作。協(xié)調(diào)夜間各部門的工作關(guān)系，處理和解決發(fā)生的各種問題和突發(fā)的各類事件。 3、代表總經(jīng)理接待和迎送夜間到離店的重要賓客，檢查有關(guān)部門做好服務(wù)工作。 4、負(fù)責(zé)酒店夜間的質(zhì)量管理工作。 5、編寫“夜間工作日記”，記錄當(dāng)天工作的重要情況，發(fā)現(xiàn)的問題及處理的意見和結(jié)果，及時(shí)遞交總經(jīng)理閱示。 崗位要求 1、有同崗位工作經(jīng)驗(yàn)1年以上。 2、懂得酒店管理一般理論知識(shí)和酒店管理制度和工作規(guī)范。 3、熟悉各種應(yīng)急預(yù)案的內(nèi)容和程序，了解接待禮儀、禮節(jié)。 4、熟悉外事紀(jì)律，了解旅游法規(guī)，懂得治安、消防條例等法律、法規(guī)等基本知識(shí)。 5、具有較強(qiáng)的組織、指揮、協(xié)調(diào)和控制等方面的管理能力，能處理賓客投訴和突發(fā)事件。 6、會(huì)撰寫本職范圍內(nèi)的應(yīng)用文，語言清晰。 7、能用一種外語與賓客流利交流。

·??????主動(dòng)協(xié)助客人提重包裹、拿衣服、提手提箱等，向客人提供禮貌和迅速的協(xié)助。 ·??????保持令人愉悅的態(tài)度并專心接待每位到來的客人。 ·??????在與行李相關(guān)的問題上，遵守客人入住和退房工作程序。 ·??????在正門處歡迎客人，按具體時(shí)間段向客人發(fā)出合適的問候，特別要注意?？秃蛻n悅會(huì)會(huì)員。 ·??????為來店和離店的客人開關(guān)汽車及出租車門。 ·??????保持車輛門道和車道的清潔。 ·??????將客人引至前臺(tái)并在其辦理入住手續(xù)時(shí)在其身后等待。在看到前臺(tái)接待員的示意后上前從前臺(tái)接待員處取得房間號(hào)和房卡，然后立即護(hù)送客人至其房間。 ·??????熟悉酒店布局并記下護(hù)送客人的路線。 ·??????按照酒店標(biāo)準(zhǔn)為客人安排房間。 ·??????熟悉電梯和疏散樓梯的使用。 ·??????向客人提供關(guān)于酒店的設(shè)施和服務(wù)的信息。 ·??????向客人提供服務(wù)和引導(dǎo)。 ·??????熟知并稱呼客人的名字，特別是對(duì)于?？秃烷L(zhǎng)包房的客人，并在客人經(jīng)過大廳時(shí)與其打招呼，隨時(shí)留意是否有可以為客人提供服務(wù)的情況出現(xiàn)。 ·??????保持大廳的整潔，如果需要大清掃的話應(yīng)通知禮賓主管或行李領(lǐng)班。 ·??????上班時(shí)要保持好的發(fā)型，注意服裝的干凈，鞋要擦凈并上光，并保持制服的整齊清潔。 ·??????幫助部門內(nèi)其它員工，如有必要?jiǎng)t暫時(shí)代理他們的工作 。 ·??????每次交班前均保持行李室的整潔。 ·??????當(dāng)報(bào)紙送到后進(jìn)行適當(dāng)整理，然后按行李領(lǐng)班的要求將其送至客人房間。 ·??????使用工作日志來記錄重要事項(xiàng)。 ·??????操作通信設(shè)備。 ·??????負(fù)責(zé)安排交通并協(xié)調(diào)行李事宜。 ·??????對(duì)鑰匙系統(tǒng)進(jìn)行安全管理。

·??????Process allincoming and outgoing calls accurately and courteously ·??????Records andcontrols accurately wake up calls ·??????Pages guests inco-operation with concerned departments ·??????Records all entrieson traffic sheets ·??????Assists guests withinternational calls and directory queries ·??????Calls guests byname whenever possible ·??????Pages staff memberwhen requested ·??????Abides byprinciples of guest privacy ·??????Handles guestsneeds or requests and reports complaints to the Telephone Supervisor ·??????Report on logbookdaily ·??????Bill call costs ·??????Aware of localtelephone listings and frequently dialed numbers ·??????Strictly abides bystandards policies and procedures governing cases of emergency such as fire,bomb scare and other critical situations ·??????Advises defects onswitchboard equipment to Supervisor ·??????Maintains a cleanwork environment ·??????Attends to allguest queries and requests promptly ·??????Maintains detailedknowledge of the Hotel’s fire, life and safety system ·??????Maintains detailedknowledge on the Emergency Response Team and workings of the telephone room inthis regard ·??????Maintain HotelInformation

·???????Ensuringmaximum guest satisfaction through personal recognition and prompt cordialattention from arrival through departure ·???????Ensure guests staying on Club Floor consistently receive all benefits,repeat guests and other VIP’s receive special recognition and service ·???????Inspects all VIP rooms prior to arrival ·???????Greet VIP guests personally ·???????Ensuring exclusivecheck in and check out services are offering in-room and/or Club Lounge ·???????Ensuring?foodand?beverage service in the club lounge is exceptional ·???????Providingbusiness centre style services and meeting rooms to Club Floor guests ·???????Liaise with other departments and necessaryoutside contracts to ensure excellent service delivery ·???????Ensuring maintenanceof efficient repeat guest history system ·???????Promote Inter-Hotel sales and in-housefacilities ·???????Perform such functions as to include but notbe limited to: o? PriorityClub and regular guest welcome letters o? Solicitationof Priority Club applications o? Attendingto special requests by guests ·???????Develop and implement guest telephone contactsystems ·???????Handle guest complaints and refer them asnecessary, follows up on corrective action ·???????Control club floor’ costs ·???????Review arrival lists for all club floor arrivals and VIPs to check room allocations,amenities, and special requests ·???????Prepare requisitions for amenities on atimely basis ·???????Ensuring andmaintaining the entire range of services offered for the Club Floor and ClubLounge with the aim to maximum guest satisfaction ·???????Maintain efficientcommunication with CPC Floor Shift Leader and CPC Floor Manager ·???????Ensureproperly inventory control of beverage, tableware and linen in Club Floor ·???????Ensure all ClubFloor reports are completed on timely basis and submitted to CPC Floor Managerfor reference ·???????Ensure alldamage of tableware, glassware in Club Floor are recorded and follow up withhotel procedures ·???????Maintains cashierfloat and ensures accurate daily report of all money received ·???????Cashes hotel guest’spersonal and travelers checks and assists with currency exchange ·???????Keeps abreast ofall modifications to accounting policies and procedures ·???????Responsible andattends to guest’s request of using the service of safety box at all time ·???????Knowledgeable ofall special promotion procedures, for programs such as; Seasonal Packages and IntercontinentalHotels Group Loyalty programs ·???????Attends to guest’scomplaints, inquiries and requests, referees problems to CPC Floor Shift Leader/CPCFloor Manager if he/she unable to assist ·???????Is familiar withother Intercontinental Hotels and Resorts so that guest indicating any nextdestination on the registration card can be “sold” an onward booking to anotherInterContinental Hotels ·???????Does everythingpossible to ensure that the guests depart the hotel with a positive impressionof hotel service ·???????Performs the auditbalances and prepares all works for audit in an orderly fashion ·???????Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability sources within the reservation systems ·???????Maintains exemplarydeportment standards of behavior and appearance and attitude as expected in aIHG Brand ·???????Takes personalinterest and pride to ensure that the Club Floor work area is kept clean and inan orderly state al all times ·???????Endeavors tomaintain the high standards of the hotel with particular regard to theimportance of IHG Loyalty Program member and other VIP’s and with reference tohotel and to be a health or safety hazard

·??????Greets all guests atall times in a friendly and helpful manner and attempts to learn and useguest’s name at every opportunity? ·??????Registers and roomsall arrivals according to established procedures ·??????Maintains intimateknowledge of departmental standards and procedures ·??????Performs check in,check out and room change procedures and ensures all data are entered completelyinto the hotel systems in accordance with reservation ·??????Controls andmaintains arrivals and departures records and pre-registration cards for VIPsand Priority Club Members ·??????Maintains cashierfloat and ensures accurate daily report of all money received ·??????Ensure sufficientadvance deposit collected upon check in and action on high balance accountevery shift ·??????Cashes hotel guest’spersonal and travelers checks and assists with currency exchange, ensure nofake or damage currency collect when receiving or changing money for the guest ·??????Be familiar withtravel agent or any organization voucher and check the validity of travel agentvouchers ·??????Keeps abreast ofall modifications to accounting policies and procedures ·??????Maintain anaccurate room status and to be familiar with all room types, package plan, roomrates, F&B promotion etc ·??????Advise Concierge onthe assigned rooms to expedite the delivery of luggage ·??????Responsible andattends to guest’s request of using the service of safety box at all times ·??????Knowledgeable ofall special promotion procedures, for programs such as; Seasonal Packages and IntercontinentalHotels Group Loyalty programs ·??????Attends to guest’scomplaints, inquiries and requests, referees problems to supervisor/AssistantManager if he/she unable to assist ·??????Record in thelogbook any unusual happenings and all important matters for follow up ·??????Run the “back-up”in order to anticipate computer or electrical failure according to the setstandard ·??????Is familiar withother Intercontinental Hotels and Resorts so that guest indicating any nextdestination on the registration card can be “sold” an onward booking to anotherInterContinental Hotels ·??????Does everythingpossible to ensure that the guests depart the hotel with a positive impressionof hotel service ·??????Performs the audit balancesand prepares all works for audit in an orderly fashion ·??????When on nightshift, checks night report, prepare the morning report and prepare allnecessary forms for the guest arrival ·??????Check allcorrespondences to ensure billing instructions are properly approved andsupported with voucher or other valid credit advance ·??????Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability sources within the reservation systems ·??????Prepare groupmaster folio and outstanding list upon check out ·??????Ensure accuratepost of guests’ miscellaneous charges into guest accounts ·??????Ensure hotel creditpolicy is adhered to at all times ·??????Handle small amountof cash paid out ·??????Ensure all vouchersfor rebates, transfers, paid-outs and corrections are clearly explained andsupported ·??????Ensure all guestssettle their account by proper form of payment before leaving the hotel ·??????To balance the day’spostings, receipts, cash and credit cards to the computer print-outs at the endof shift. Ensure Shift Leader witness your balance work and drop in the float ·??????Hand over to the followingGuest Service Officer the established sum of the rotating float. Both partymust acknowledge the transfer in the prided logbook. Maintain, count and keepsecure all house funds ·??????Help in the effortto avoid late charges and skippers and to inform the Guest Service ShiftLeader/Reception Manager/Front Office Manager if they are discovered ·??????Make sure allchecks and folios are following the number sequence. Sings void checks with thereason ·??????Takes wake up callsfrom guests, files in properly the call list and then sends it to the TelephoneOperator for process ·??????Make sure allcashier transaction summaries have been completed correctly and balanced withOpera Summary ·??????Responsible formaintaining enough currency denominations for cashiers daily exchange ·??????Maintains exemplarydeportment standards of behavior and appearance and attitude as expected in aICHG Brand ·??????Takes personalinterest and pride to ensure that the front desk work area is kept clean and inan orderly state al all times ·??????Endeavors tomaintain the high standards of the hotel with particular regard to theimportance of ICHG Loyalty Program member and other VIP’s and with reference tohotel and to be a health or safety hazard

·???????Ensure that all guest’s baggage are receivedand delivered upon arrival and departure even for baggage storage pertaining tothe procedure laid down in the Inter-Continental Hotels & Resorts FrontOffice Manual ·???????Be thoroughly aware of arrivals anddepartures of each day with emphasis on VIP’s, Priority Club Members, groupsand crew movements ·???????Accepts luggageand parcels for safekeeping and ensure that at all times it is recordedproperly ·???????Maintain a logbookto record all important events and matters for follow ups and forward it to theFront Office Manager very morning ·???????Ensure that theflags are raised and always in good condition per established procedures ·???????To work closely with Guest Relations Officerto ensure baggage for VIP’s, Priority Club Members are delivered promptly ·???????To assist the Doorman and supervise ontraffic control along the driveway during peak hours ·???????Conducts daily briefing and to ensure thatall uniform service staff are kept up to date, properly instructed and that allstaff are properly dressed, neat and clean before start of duty.? Similarly, staff appearance should remainclean, smart and tidy at all times. ·???????Be responsible for training Bellman andDoorman, in their respective jobs (by identifying training needs) ·???????Ensure that all staff are fully informed andknowledgeable on hotel facilities and its surrounding areas ·???????Ensure that the surrounding areas at thelobby level and main entrance are clean ·???????Supervise the Parking Valets in handlingguests’ vehicles properly ·???????Prepare newspaper orders and co-ordinateswith news vendor for early delivery.?Supervises Bellman for newspaper delivery ·???????Ensuring that all equipment (trolley,etc....) are in proper condition and recorded properly ·???????Must be fully conversant with emergencyevacuation and fire procedures and ensuring all uniformed staff are aware ofthese procedures ·???????Pre-check allgroup rooming lists for arrival and departure ·???????Monitors that theConcierge staff is engaged in their daily duties – greeting of guests atentrance, carrying baggage, rooming of guests, daily directory postings,transfer arrangements. ·???????Ensure that allstaff and sub-ordinates within the section are using the training given ·???????Determines workschedule of the Bellservice personnel, records attendance and accomplishments of Bell ServicePersonnel and endorses unfinished duties to incoming shift in appropriatelogbooks ·???????Maintain andcontrol the use of storeroom, ensures the cleanliness and see to it that properprocedures are followed in receiving, storing and issuing of baggage and anyother items as may be left behind by guests ·???????Responsible forthe cleanliness of the trolleys and the storage room. To assign a bell personto be responsible for this task ·???????Ensure that theBellman and Doorman are at their respective position so that no areas are leftunmanned at all times ·???????Answers telephoneand dispatched bellman on calls ·???????Keeps record ofbellmen calls ·???????Responsible fororderly crew on each shift ·???????Accepts checks andissues claim checks for baggage, coats, packages and other articles presentedfor checking ·???????Releases checkedarticles in exchange for claim checks

·???????Conducts shift briefings to ensure hotelactivities and operational requirements are known ·???????Supervise Front Desk operations during assignedshift including: o???Maintenance of guest information o???Maintenance of information about local events o???Compile occupancy statistics o???Supervise the use of he public address system o???Supervise group bookings o???Assisting with serious complaints ·???????Supervise cashiering activities during shiftincluding: o???Cash handling and banking procedure o???Dealing with irregular payments o???Instructing staff in credit policies andfacilities o???Instructing staff in cash security procedures o???Carry out debtor control o???Prepare reports o???Supervise the cashiering system ·???????Greets all guests atall times in a friendly and helpful manner and attempts to learn and useguest’s name at every opportunity? ·???????Registers and roomsall arrivals according to established procedures ·???????Maintains intimateknowledge of departmental standards and procedures and ensuring itsimplementation ·???????Ensuring all data ofcheck in, check out and room change are entered completely into the hotelsystems in accordance with reservation ·???????Conduct cashierfloat inspection and ensures accurate daily report of all money received ·???????Cashes hotel guest’spersonal and travelers checks and assists with currency exchange and ensure theaccuracy of these activities ·???????Responsible andattends to guest’s request of using the service of safety box at all times andmaintain the accurate record ·???????Knowledgeable ofall special promotion procedures, for programs such as; Seasonal Packages and IntercontinentalHotels Group Loyalty programs. ·???????Attends to guest’scomplaints, inquiries and requests, referees problems to Guest Service Manager/ReceptionManager if he/she unable to assist ·???????Is familiar withother Intercontinental Hotels and Resorts so that guest indicating any nextdestination on the registration card can be “sold” an onward booking to anotherInterContinental Hotels ·???????Does everythingpossible to ensure that the guests depart the hotel with a positive impressionof hotel service ·???????Performs the auditbalances and prepares all works for audit in an orderly fashion ·???????Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability sources within the reservation systems ·???????Maintains exemplarydeportment standards of behavior and appearance and attitude as expected in aICHG Brand ·???????Takes personalinterest and pride to ensure that the front desk work area is kept clean and inan orderly state al all times ·???????Endeavors tomaintain the high standards of the hotel with particular regard to theimportance of ICHG Loyalty Program member and other VIP’s and with reference tohotel and to be a health or safety hazard ·???????Establishes andmaintains effective employee relations ·???????Performs relatedduties and special projects as assigned

·?????????Responsible forthe supervision and control of the Bell Services, Transportation Departmentthis consists of the Bellboys, doormen and drivers ·?????????Responsible for sorting and distributingguests and administrative mail and returning mail to the sender for forwardingmail ·?????????Provide information pertaining to all hotelservices, local places of interests, restaurants, doctors, sightseeing toursand any other information likely to be of the interest to guests ·?????????Be prepared to recommend first and foremostthe hotel’s own Food and Beverage outlets before any other, making himselftotally familiar with the operating times and each outlets benefits ·?????????Ensure that all arriving and departing guests receive prompt attention ·?????????Ensure the lobby is always kept in an orderlyfashion and that ashtrays are kept clean ·?????????Coordinates the paging of guests in thelobby, Food & Beverage outlets, and where considered appropriate by theManagement ·?????????Receive calls fromthe guests requiring Bell Services, assign Bellboys without any delay ·?????????Maintain recordsof services rendered by Bellboys, e.g. check in, check out, delivery ofmessages, mail, parcels etc. ·?????????Responsible for the maintenance of the hotelinformation directory (function board) and ensures that the information shownin current and accurate at all times ·?????????Prepares efficient work schedule for BellServices, arranging holidays and vacation, taking intoconsideration project occupancy and forecasts and any large group movements,especially those with early or late arrivals or departures ·?????????Ensures that all bell staff and drivers are neat, clean and punctual at all times and that theyperform the task assigned to them promptly and efficiently? ·?????????Handle problems associated with guests andliaise with department heads or executive management in the absence of theAssistant Manager. ·?????????Maintains and controls the use of the luggage room, ensuring thatluggage is properly stored and labeled at all times ·?????????Ensure that all equipment within the section is properly maintained andin good working order at all times. ·?????????Maintain a logbook to record all import events and matters forfollow-ups and forward it to the Front Office Manager every morning ·?????????Ensure daily departing time of due-out guests and arranges for taxis,shuttle arrangements and limousine services to the airport if required ·?????????Co-ordinates VIP arrivals and departures ·?????????Monitors that the Concierge staff is engaged in their dailyduties-greeting of guests at entrance, carrying baggage, rooming of guests,daily directory postings, transfer arrangements ·?????????Co-ordinate with Tour Co-ordinator to facilitate the delivery of groupsbaggage. ·?????????Ensure that the flags are raised and always in good condition perestablished procedure ·?????????Look into the maintenance of luggage trolleys to ensure that they are ingood working order ·?????????Personally conduct training classes for Bellboys on rooming proceduresas established by the Front Officer Manager ·?????????Ensure that the Concierge counter and main door are manned at all times ·?????????Ensure that Bell Service equipment is properly maintained ·?????????Inspect the cleanliness of all hotel vehicles and ensure all proceduresrelated are carried out consistently Handlesor resolves any guest complaints and establishes good relationships with guestsand clients of the hotel.

·????????Reports directly to and communicates with theFront Office Manager on all pertinent matters affecting guest service and hoteloperations. ·????????Provides functional assistance and directionto all departments ·????????Cooperates, coordinates and communicates withother hotel departments as required. ·????????Reacts to situations to ensure guests receiveprompt attention and personal recognition throughout the hotel ·????????Ensure that on-going pertinent/relevantlogbook communication to other shift is maintained and brief incoming GuestService Manager on items to be followed up ·????????Maintain daily an accurate record in theGuest Service Manager’s logbook of items and incidents which may be of concernto management and/or which may require further attention ·????????Responds to guest needs and resolves relatedproblems ·????????Supervises and directs Reception personnel ·????????Supports and assists Front Office personnel and all departments at peak periods ·????????Ensures VIPs and priority club guests receivespecial attention ·????????Assist as required/requested with the solvingof any guest complaints/upsets and make record on logbook accordingly. Ensureall issues relating to guest satisfaction are met and that follow up iscompleted on a timely basis. Effectively handle and resolve guests complaintsand seek help if needed ·????????Inspects front of house and back of houseregularly for cleanliness ·????????Assists Guest Relations in greeting, rooming,and sending off VIP guests ·????????Ensure constantly aware of and up to datewith all happenings and operations within the hotel and ensure to have anobvious presence throughout the hotel public area whilst on duty ·????????Responsible for ensuring clear and constant communicationlines are kept with all staffs and other departments ·????????Monitors appropriate standards of conduct,uniform, hygiene, and appearance of staff. ·????????Provides input for Front Office meetings. ·????????Ensure to be completely aware of all hotelservices and facilities, outlet operating hours and scope of services. Promotesinter-hotel sales and in-house facilities. ·????????Have a complete knowledge of standardoperating procedures and performance standard by task of GuestService/Reception or CPC Floor/Telephone & Business CentreService/Concierge ·????????Checks billing instructions and monitorsguest credit ·????????Analyses and approves discounts and rebates. ·????????Analyses the rate variance report to ensurerooms revenue control ·????????Takes action with the Property ManagementSystems (PMS) in emergency situation. ·????????Fully conversant with all hotel emergency procedures. ·????????Ensures front line staff comply with FITMarketing techniques and maximize sales.

·?????????Monitor club floor personnel to ensure maximum guest satisfaction throughpersonal recognition and prompt cordial attention from arrival throughdeparture ·?????????Monitor club floor personnel toensure Priority Club members, guests stayingon Club Floorconsistently receive all benefits, repeat guests and other VIP’s receivespecial recognition and service ·?????????Inspects all VIP rooms prior to arrival ·?????????Greet VIP guests personally ·?????????Ensuring exclusivecheck in and check out services are offering in-room and/or Club Lounge ·?????????Ensuring?foodand?beverage service in the club lounge is exceptional. ·?????????Providingbusiness centre style services and meeting rooms to Club Floor guests ·?????????Liaise with other departments and necessaryoutside contracts to ensure excellent service delivery ·?????????Oversee maintenance of efficient repeat guesthistory system ·?????????Promote Inter-Hotel sales and in-housefacilities ·?????????Perform such functions as to include but notbe limited to: o? PriorityClub and regular guest welcome letters o? Solicitationof Priority Club applications o? Attendingto special requests by guests ·?????????Develop and implement guest telephone contactsystems ·?????????Handle guest complaints and refer them asnecessary, follows up on corrective action ·?????????Compile, analyzeand control club floor’ costs ·?????????Schedule and attend regular Priority Club andVIP guest cocktail parties and social engagements in an effort to furtherimprove on service delivery ·?????????Review arrival lists for all club floor arrivals and VIPs to check room allocations,amenities, and special requests ·?????????Prepare requisitions for amenities on atimely basis ·?????????Overall responsible for ensuring andmaintaining the entire range of services offered for the Club Floor and ClubLounge with the aim to maximum guest satisfaction ·?????????Appraise appearance, discipline andefficiency of all staff under direct supervision and initiate immediateremedial action if necessary ·?????????Organize and conduct regular meeting for allGuest Service’s staff to facilitate communicationsand smooth operations ·?????????Prepare efficient work schedule for GuestRelations Staff, arranging holidays and vacation, taking into considerationproject occupancy and forecasts and any large group movements, especially thosewith early or late arrivals or departures ·?????????Ensureproperly inventory control of beverage, tableware and linen in Club Floor andco-ordinate with Finance on monthly inventory inspection ·?????????Ensure all ClubFloor reports are completed on timely basis and submitted to Front OfficeManager for reference Ensure all damage of tableware, glassware inClub Floor are recorded and follow up with hotel procedures.

【崗位職責(zé)】 1、嚴(yán)格執(zhí)行前廳的各項(xiàng)經(jīng)營(yíng)計(jì)劃、經(jīng)營(yíng)指標(biāo)以及規(guī)章制度，協(xié)助前廳經(jīng)理開展工作； 2、熟悉預(yù)訂資料，了解客情，尤其要記住即將來店的貴賓、?？偷男彰?，了解酒店的所有活動(dòng)； 3、熟悉總臺(tái)各項(xiàng)專業(yè)業(yè)務(wù)和技能，處理工作中的差錯(cuò)，處理賓客有關(guān)投訴； 4、負(fù)責(zé)總臺(tái)財(cái)產(chǎn)、設(shè)備的使用管理和保養(yǎng)工作，及各類資料的收集、存檔及管理工作; 5、負(fù)責(zé)核查所有報(bào)表，配合銷售部做好團(tuán)體預(yù)訂的受理工作； 6、熟悉酒店有關(guān)客房銷售的各項(xiàng)政策，向來店賓客推銷客房，努力爭(zhēng)取最好的經(jīng)濟(jì)效益。 ? 【崗位要求】 1、大專及以上學(xué)歷，三年以上同崗位工作經(jīng)驗(yàn),良好的英語能力； 2、熟練掌握前廳部工作的各個(gè)環(huán)節(jié)和程序； 3、身體健康，品貌端正，氣質(zhì)高雅； 4、掌握酒店管理基礎(chǔ)知識(shí)，善于同賓客交往、溝通，處理周到、果斷，能獨(dú)立處理各種投訴。

【崗位職責(zé)】 1、協(xié)助酒店高級(jí)管理層負(fù)責(zé)及整個(gè)飯店的運(yùn)作收集對(duì)客服務(wù)過程中所產(chǎn)生的問題信息。 2、在前廳部經(jīng)理的直接領(lǐng)導(dǎo)下，在當(dāng)班期間負(fù)責(zé)整個(gè)酒店的正常運(yùn)作。 3、負(fù)責(zé)處理賓客的問題和投訴。 4、負(fù)責(zé)重要賓客的迎領(lǐng)工作。 5、解決當(dāng)班期間發(fā)生的安全問題。 6、向其他班次協(xié)調(diào)交班記錄上需要溝通的事項(xiàng)。 【崗位要求】 1、本科以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)兩年以上。 2、懂得酒店管理一般理論知識(shí)和酒店管理制度和工作規(guī)范。 3、熟悉各種應(yīng)急預(yù)案的內(nèi)容和程序，了解接待禮儀、禮節(jié)。 4、熟悉外事紀(jì)律，了解旅游法規(guī)，懂得治安、消防條例等法律、法規(guī)等基本知識(shí)。 5、具有較強(qiáng)的組織、指揮、協(xié)調(diào)和控制等方面的管理能力，能處理賓客投訴和突發(fā)事件。 6、會(huì)撰寫本職范圍內(nèi)的應(yīng)用文，語言清晰。 7、能用一種外語與賓客流利交流。

Duties & Responsibilities崗位職責(zé)： 1.?Assit guests efficiently, courteously and professionally in all Reception related matter. 高效的、禮貌親切的為客人提供專業(yè)的前臺(tái)接待服務(wù)。 2.?Maintain a high standard of service and quality delviery at all times. 至始至終為客人提供符合品牌要求的高質(zhì)量服務(wù)。 3.?Check in & Check out for guests and provide high quality to meet their needs. 為客人辦理入住及退房手續(xù)，用高質(zhì)量的服務(wù)滿足客人的需求。 4.?Carry out other tasks as directed by your supervisors 完成上級(jí)交待的其它任務(wù) Qualifications崗位要求: 1.?College and above. 大專及以上學(xué)歷 2.?Good interpersonal and conmmunication skill. 良好的人際交往能力 3.?Good guest interaction skills 與客人良好的互動(dòng)能力 4.?Knowledge of Opera would be of advantage. 熟悉Opera 系統(tǒng)的優(yōu)先考慮

崗位職責(zé)： 1.根據(jù)預(yù)訂優(yōu)質(zhì)快速的為客人辦理入住手續(xù)，確認(rèn)相關(guān)信息，如:房?jī)r(jià)，人數(shù)等，依客人喜好予以排房。 2.確保入住期間的各項(xiàng)需求能有效滿足，幫助客人辦理外幣兌換及結(jié)帳手續(xù)。接收現(xiàn)金，信用卡，旅行支票，公司或第三方付費(fèi)等付款方式。 3.熱情友好的問候客人，對(duì)客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。 4.對(duì)自己權(quán)限范圍內(nèi)不能予以解決的問題和需求，及時(shí)反饋給相應(yīng)部門和人員予以解決。 5.禮貌的接聽所有來電，及時(shí)恰當(dāng)?shù)膽?yīng)客人要求處理各種郵件、傳真、留言及轉(zhuǎn)交物品。 崗位要求： 1.能用英語有效的傾聽和進(jìn)行溝通。 2.以較強(qiáng)的人際交往能力提高客人滿意度。 3.擅長(zhǎng)于處理賓客關(guān)系，能有效快速的應(yīng)對(duì)處理各種問題。 4.能在強(qiáng)壓下勝任工作。

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、其他經(jīng)理不在的情況下，代替其他經(jīng)理和總經(jīng)理作為整個(gè)酒店的職責(zé)經(jīng)理。 3、積極地參加職業(yè)培訓(xùn)，讓員工保持水平一致。 4、訓(xùn)導(dǎo)團(tuán)隊(duì)，提高員工水平，激勵(lì)他們完成目標(biāo)。 5、確保員工手冊(cè)，相關(guān)勞動(dòng)法，HR指南的一致性，如有違反，紀(jì)律處分。 6、根據(jù)酒店標(biāo)準(zhǔn)，進(jìn)行每年一次的1：1的個(gè)人發(fā)展回顧，確保對(duì)員工進(jìn)行公平客觀的描述，以便為員工提供繼續(xù)發(fā)展的平臺(tái)。 7、訓(xùn)練和發(fā)展有潛力的員工，令其有更好的職業(yè)前景。 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、負(fù)責(zé)新員工的培訓(xùn)，使其盡快勝任工作，并告知酒店的要求。 10、及時(shí)有效的和賓客溝通，確保給顧客及時(shí)的答復(fù)。每個(gè)客人的投訴要求必須要在二十四小時(shí)內(nèi)解決。 11、登記客人，確保客人信息完整填寫并確認(rèn)，按照酒店榮譽(yù)會(huì)員和飛行里程會(huì)員的要求服務(wù)和發(fā)展會(huì)員，同時(shí)確認(rèn)付款方式。 12、將客人送至客房，介紹客房布局，確保行李及時(shí)遞送等。 13、采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知其他賓客關(guān)系經(jīng)理?；卦L客人，確?？腿藢?duì)解決方法滿意。 14、關(guān)注客戶信息和喜好，確保滿足客人的要求。15、作為接待VIP客人的酒店員工，要確保為客人提供人性化服務(wù)。 16、按照客人的預(yù)定或喜好安排房間，控制房間。 17、確保為會(huì)員顧客提供優(yōu)質(zhì)專業(yè)的服務(wù)，發(fā)展客人加入會(huì)員。 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、及時(shí)準(zhǔn)確的將客人的信息錄入公安報(bào)告系統(tǒng)。 20、遵循酒店品牌標(biāo)準(zhǔn)。 21、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。 22、確保前臺(tái)和其他部門間的溝通交流，特別是客房部，餐飲部等。 24、持酒店數(shù)據(jù)的準(zhǔn)確，便于操作。維持前臺(tái)設(shè)備的正常運(yùn)做和工作區(qū)域的清潔。 25、及時(shí)將信息傳遞至相關(guān)人員，確保尚未完成的事情移交至有關(guān)人員，讓賓客滿意。參加必要的會(huì)議并閱 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

崗位要求 1.?高中 / 中專及以上學(xué)歷，形象氣質(zhì)佳，具備良好服務(wù)意識(shí)與溝通能力，能熱情接待賓客，解答疑問，有一定的英語口語基礎(chǔ)。 2.?熟悉酒店前廳接待流程，有相關(guān)工作經(jīng)驗(yàn)優(yōu)先；掌握基本計(jì)算機(jī)操作，能熟練使用酒店預(yù)訂、客戶管理等系統(tǒng)。 3.?性格開朗，具備較強(qiáng)應(yīng)變能力，可妥善處理賓客投訴與突發(fā)狀況；工作認(rèn)真負(fù)責(zé)，有良好團(tuán)隊(duì)合作精神。 4.?能適應(yīng)輪班工作，包括夜班，確保酒店前廳24 小時(shí)運(yùn)營(yíng)順暢。 工作地點(diǎn)：上海嘉定 ? ? ? ? ? ? ? ? ? 鹿?fàn)I別墅項(xiàng)目

1.Ensuresthe smooth running of the operations on a day to day basis and in a proactivemanner. 積極主動(dòng)確保日常工作順利運(yùn)行。 2.Supportand assist all Front Office sections. 支持并協(xié)助前廳部各分部。 3.Ensuresthat all guests receives prompt, cordial attention and personal recognition andresolves related problems. 確保所有客人得到及時(shí)、熱情的關(guān)注和個(gè)人認(rèn)可，并解決相關(guān)問題。 4.Checkall correspondence of the day’s arrivals to familiarize with arrived andarriving guests and their needs, follows up as required. 檢查所有當(dāng)天預(yù)抵客人的信件，了解預(yù)抵客人的需求以及喜好詳情，并積極跟進(jìn)。 5.Controlroom availability for walk-ins and established accountability for guestsdeparture dates and times. 控制可用房，并關(guān)注客人的離店日期以及時(shí)間。 6.Maintainreservation procedures, same day arrivals. 關(guān)注當(dāng)天的預(yù)定詳情，執(zhí)行預(yù)定程序。 7.Checkall arrivals folios, follows up on credit standing of walk-in guests andvalidity of account to company instructions. 檢查當(dāng)天預(yù)抵客人的賬單詳情，查詢房間賬單的信用狀況以及公司賬戶的有效性。 8.Checkall billing instructions and guest credit for accuracy.? Follow up and resolve related issues. 檢查所有客人的賬戶詳情以及客人信用的準(zhǔn)確性，跟進(jìn)并解決相關(guān)事宜。 9.Maintainsappropriate standards of conduct, dress, uniforms, hygiene, appearance andposture for all departmental employees. 確保前廳部員工儀容儀表等符合酒店標(biāo)準(zhǔn)。 10.Ensuresthat all departmental information is kept accurately and up to date. 確保部門信息傳達(dá)的準(zhǔn)確性和及時(shí)性。 11.Promotesin house sales and facilities to maximize hotel revenues. 營(yíng)銷酒店的產(chǎn)品并使利潤(rùn)最大化。

崗位職責(zé): 1.在前臺(tái)主管的領(lǐng)導(dǎo)下，負(fù)責(zé)為下榻酒店的賓客辦理入住登記及退房手續(xù)，確保高效熱情地完成本職工作。 2.熟悉酒店相關(guān)產(chǎn)品知識(shí)，向來店賓客推銷客房。 3.熟悉前臺(tái)接待及收銀的各項(xiàng)專業(yè)技能，做好對(duì)客服務(wù)工作。 4.熟悉Opera系統(tǒng)，能夠根據(jù)預(yù)訂信息，快速準(zhǔn)確地為客人提供查詢及問詢服務(wù) 5.熟悉認(rèn)識(shí)酒店長(zhǎng)住客及常住客，為貴賓提供溫馨熱情的對(duì)客服務(wù)。 6.完成上級(jí)領(lǐng)導(dǎo)安排的其他相關(guān)工作， 崗位要求: 1.大專及以上學(xué)歷。 2.性格開朗、工作踏實(shí)認(rèn)真，具有較強(qiáng)的工作責(zé)任感及敬業(yè)精神。 3.了解掌握前臺(tái)收銀方面的財(cái)務(wù)知識(shí)。

崗位職責(zé)： 1、為顧客提供熱情服務(wù) 2、登記客人，確?？腿诵畔⑼暾顚懖⒋_認(rèn)付款方式。 3、采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿，適當(dāng)?shù)臅r(shí)候告知賓客服務(wù)經(jīng)理?；卦L客人，確?？腿藢?duì)解決方法滿意。 崗位要求： 1、個(gè)人形象良好 2、較好的溝通能力 3、善于學(xué)習(xí) 4、能適應(yīng)倒班

崗位職責(zé) 1、健全各種問訊資料。 2、上崗前查看當(dāng)天抵店客人信息，包括貴賓，團(tuán)隊(duì)預(yù)訂及其它相關(guān)的特殊要求。及時(shí)將相關(guān)信息通知客房部和送餐部。 3、處理前臺(tái)工作中的差錯(cuò)，處理賓客有關(guān)投訴。 4、負(fù)責(zé)正確使用登記程序、填寫登記卡、房間分配、信用方針等。 5、負(fù)責(zé)前臺(tái)財(cái)產(chǎn)、設(shè)備的使用管理和保養(yǎng)工作，及各類資料的收集、存檔及管理工作。 6、熟悉房費(fèi)、折扣、包價(jià)、酒店設(shè)施和特殊活動(dòng)等相關(guān)知識(shí)，同時(shí)確保接待員正確掌握。 7、檢查每日的報(bào)表是否有誤，并及時(shí)糾正。 8、建立體質(zhì)良好的賓客關(guān)系，努力增加客房銷售。 崗位要求 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)1年以上。 2、有良好的團(tuán)隊(duì)領(lǐng)導(dǎo)精神及執(zhí)行力。工作認(rèn)真負(fù)責(zé)，作風(fēng)正派。 3、熟練掌握前廳部工作的各個(gè)環(huán)節(jié)和程序。 4、身體健康，品貌端正。 5、掌握酒店管理基礎(chǔ)知識(shí)，善于同賓客交往、溝通，處理周到、果斷，能獨(dú)立處理各種投訴。

The Receptionist is primarily responsible forensuring hotel provides the highest level of guest service to allguests.? The Receptionist will greetarriving guests, settle their accounts, and offer assistance throughout theduration of their stay. 前臺(tái)接待主要負(fù)責(zé)確保為所有客人提供最高級(jí)別的賓客服務(wù)。前臺(tái)接待將接待入住的客人、為離店的客人結(jié)賬并在客人居住期間為客人提供幫助。 Primary Responsibilities 主要職責(zé) Deliver Friendly and Efficient Front DeskService 提供友善高效的前臺(tái)服務(wù) ·???????Ensure LQAstandards are implemented and delivered to every guest. 在對(duì)客服務(wù)中遵守和執(zhí)行LQA。 ·???????Implement up-selling and LCAH member enrollment, to maximize roomrevenue & guest loyalty. 執(zhí)行前臺(tái)房間銷售升級(jí)和雅高樂雅會(huì)會(huì)員招募計(jì)劃，以最大化收益和客人忠實(shí)度。 ·???????Honesty is a work basis, ensure implement on work with honesty alltimes. 以誠(chéng)信為工作基本，在任何時(shí)候都需要誠(chéng)實(shí)的執(zhí)行酒店所有財(cái)務(wù)制度。 ·???????Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel and the destination. 掌握酒店產(chǎn)品知識(shí)，確保貴賓及活動(dòng)信息的時(shí)效性和準(zhǔn)確性。 ·???????Ensures a high level of productknowledge of hotel and local area to provide an information service for guest. 掌握酒店產(chǎn)品和當(dāng)?shù)厍闆r的高度了解，以便為客人提供信息咨詢服務(wù)。 ·???????Completed the details of conference or group resumes are met. 完成團(tuán)隊(duì)接待，檢查團(tuán)隊(duì)操作的細(xì)節(jié)需要達(dá)到客人要求。 ·???????Ensure and maintain the PSB upload is accurately. 掌握和保證前臺(tái)外事傳輸?shù)恼_性。 ·???????Maintains informationsecurity standards compliance of Front Office at 100%. 確保所有信息安全標(biāo)準(zhǔn)都被百分之百的執(zhí)行。 ·???????The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment. 如有必要，該部門有權(quán)更改或補(bǔ)充該職位描述。 ·???????Carries out any other reasonable duties and responsibilities asassigned. 完成任何其他合理的職責(zé)和被指派的職責(zé)。 Provide Guests’ Experiences that ExceedGuests’ Expectations 為客人帶來超越期待的入住體驗(yàn) ·???????Provide thepersonalize the guest arrival/departure experience 為客人提供個(gè)性化的到店及離店體驗(yàn)。 ·???????Anticipate guests’ needs, collects guests preferences, and ensure theneeds and preferences will be met during current stay and future stays. 預(yù)知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會(huì)被一直滿足。 ·???????Fullutilization of all kinds of systems to embrace guest experience. 充分利用各類酒店管理系統(tǒng)和軟件以提高賓客體驗(yàn)。 ·???????Accuracy inlink of reservations requirement to room allocation/guest needs 根據(jù)預(yù)訂信息準(zhǔn)確地為客人安排房間及滿足合理需求。 ·???????Liaisonbetween Front Office departments and rest of hotel effective for guestexperience. 在前廳部與酒店其他部門之間有效的溝通來提高賓客體驗(yàn)。 ·???????Focuses onthe stay experience for LCAH members. 致力于提升雅高樂雅會(huì)會(huì)員的入住體驗(yàn)。 Work as Part of the Front Desk Team 作為前臺(tái)運(yùn)營(yíng)團(tuán)隊(duì)的一員 Ensures the Front Desk Supervisor or Duty Manager is kept fully aware of any relevant feedback from wither customers or other departments. 保證將任何來自客人或其它部門的反饋及時(shí)并準(zhǔn)確地匯報(bào)給前臺(tái)主管及值班經(jīng)理。 ·???????Implement all Front Desk Policies and Procedures are adhered. 嚴(yán)格執(zhí)行前臺(tái)各項(xiàng)政策與程序。 ·???????Ensure cleanliness and appearance of lobby and related areas. 保持大堂及相關(guān)區(qū)域的清潔和外觀符合品牌標(biāo)準(zhǔn)。 ·???????Implement thehealth & safety policies to ensure a safe workenvironment and knowledgeable all safety & emergency procedures. 執(zhí)行健康與安全政策，以確保安全的工作環(huán)境；同時(shí)熟悉了解安全及緊急程序。 ·???????Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately. 確保由當(dāng)?shù)貓?zhí)法部門所要求的全部事項(xiàng)都被嚴(yán)格遵守并實(shí)行。 ·???????Ensuresclear communication within departments. 保持部門內(nèi)的溝通順暢。 ·???????Initiate action to correct a hazardous situation and notify ERT ofpotential dangers. 在發(fā)現(xiàn)安全隱患時(shí)采取行動(dòng)并通知危機(jī)處置團(tuán)隊(duì)。 Involvement in Wider JobFunction Actions/Relationships 進(jìn)一步拓展工作職能 ·???????Handles guest and talent enquiries ina courteous and efficient manner, reporting complaints or problems if noimmediate solution can be found. 禮貌且高效地處理客人及人才的要求，遇到投訴或問題，如不能馬上找到解決辦法，要向上級(jí)報(bào)告 ·???????Participatein training activities to improve knowledge & skills. 參加各項(xiàng)培訓(xùn)來增加自身的知識(shí)和技能。 ·???????Be familiar with property safety, first aid and fire and emergencyprocedures and operate equipment safely and sensibly. 熟悉和掌握財(cái)物安全、急救、火災(zāi)及緊急程序，并確保能夠安全的使用相關(guān)設(shè)備。 ·???????Maintainspositive guest and colleague interactions with good working relationships. 與客人和同事保持基于良好工作關(guān)系的接觸。 ·???????Learn to seek feedback on guest satisfaction and resolves problems inaccordance with our Mission Statement and philosophy of talent empowerment. 學(xué)習(xí)尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來解決問題。 ·???????Being good at work summing up, sharing working experience with team andbring up the suggestions to improve work skills.? 善于做工作總結(jié)，與同事分享工作體驗(yàn)并提出改進(jìn)的建議。 MainComplexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項(xiàng) ·????????Efficiency of check in/check outprocess, accuracy in retrieval of guest data and billing 保證客人入住及離店手續(xù)的效率性，同時(shí)保證客人信息與賬目的準(zhǔn)確性。 ·????????Honesty to all accounting proceduresis adhered to throughout the department, including monitoring guest balance andcity ledger accounts. 誠(chéng)信的保證在部門工作中嚴(yán)格執(zhí)行酒店所有財(cái)務(wù)制度。 ·????????Maintaining good customerrelationship. Implement for the provision of friendly and efficient service toall guests. 與客人建立并保持良好的關(guān)系。負(fù)責(zé)提供給客人友善、有效的服務(wù)。 ·????????Knowledgeable about all events and information of the immediate andsurrounding area, provide an efficient and accurately information to guest whenguest inquired. 熟知酒店周邊區(qū)域所有各項(xiàng)活動(dòng)和信息，并在客人詢問時(shí)，高效和準(zhǔn)確的回復(fù)客人。 ·????????Implementon daily upsell goal and member enrollment goal. 完成每日房間房間銷售升級(jí)和雅高樂雅會(huì)會(huì)員招募的目標(biāo)。 ·????????Complies with all hotel policiesrelating to Front Office, such as room key police, etc. 遵守酒店關(guān)于前廳部的所有制度，例如鑰匙管理制度等。 ·????????Ensures high standards of personalpresentation & grooming. 始終維持高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。

The Front Office Supervisor is primarilyresponsible for supervising all the Receptionists while they are on shift,ensuring all tasks are completed on a daily basis and that the shift runssmoothly, being the main point of communication for Front Desk and all otheroperating departments, such as Housekeeping and Engineering. 前廳部主管主要負(fù)責(zé)督導(dǎo)前臺(tái)接待的日常工作，確保所有日常工作的完成，以及每個(gè)班次的順利運(yùn)轉(zhuǎn)，成為前臺(tái)與客房部、工程部等其他所有運(yùn)營(yíng)部門的主要溝通點(diǎn)。 Primary Responsibilities 主要職責(zé) Maintain the Friendlyand Efficient Service in Front Desk 保持友善和高效前臺(tái)服務(wù) ·???????Co-ordinate all arrivals and departures, monitoring waiting times,always keeping every guest informed and ensuring that they are as comfortableas possible. Meet and greet VIP guests. 協(xié)調(diào)所有入住和離店的辦理，關(guān)注客人等房時(shí)間，保持客人被告知各種狀況并確保每一位客人盡可能的舒適和滿意。接待貴賓。 ·???????Ensure LQAstandards are implemented and delivered to every guest. 掌握LQA在對(duì)客服務(wù)中被遵守和執(zhí)行。 ·???????Handles guest and talent enquiries ina courteous and efficient manner, reporting complaints or problems if noimmediate solution can be found. 禮貌且高效地處理客人及人才的要求，遇到投訴或問題，如不能馬上找到解決辦法，要向上級(jí)報(bào)告。 ·???????Ensures the receptionist operate withsuitable sales attitude, and that all talents are aware of the Hotel’sfacilities, services and focal selling points to professional present to guestat every appropriate opportunity. 確保前臺(tái)接待都有很好的銷售意識(shí)，并熟知酒店的設(shè)施、服務(wù)和賣點(diǎn)，并在合適的機(jī)會(huì)以專業(yè)的態(tài)度展現(xiàn)給任何一個(gè)潛在的客人。 ·???????Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel and the destination. 掌握酒店產(chǎn)品知識(shí)，確保貴賓及活動(dòng)信息的時(shí)效性和準(zhǔn)確性。 ·???????Oversees group business, reviewing and ensuring details of conferenceresumes are met and serve as a liaison with the conference conveners. 參與團(tuán)隊(duì)接待，檢查并確保團(tuán)隊(duì)預(yù)訂的細(xì)節(jié)達(dá)到要求，并與會(huì)議/團(tuán)隊(duì)組織者保持聯(lián)系。 ·???????Ensure that there is adequate talent coverage at the Front Desk at alltimes; and be present at the Front Desk whenever possible. 確保前臺(tái)隨時(shí)都有充足的人手，并隨時(shí)在前臺(tái)處理所有對(duì)客事宜。 ·???????Ensure that the entire Front Office and the surrounding areas andincluding Lobby, Concierge and Front Desk is continuously clean and tidy. 確保整個(gè)前廳部及其周邊區(qū)域，包括大堂、禮賓部和前臺(tái)區(qū)域，從始至終干凈整潔。 ·???????Be fully competent in all reception and cashier duties, and cover allshifts if required. 完全勝任所有前臺(tái)接待職責(zé)；如需要，可以承擔(dān)所有班次的職責(zé)。 ·???????Deal with room moves and other special guest requirements, maintainamicable and co-operative working relations with all other departments, andensure seamless communication. 處理諸如換房等客人特殊訴求，與其他部門保持友好合作的工作關(guān)系，以確保溝通順暢。 ·???????Follow up on cancellations and no shows and late charge when appropriate. 適時(shí)跟進(jìn)預(yù)訂取消、預(yù)訂未到及延時(shí)收款等相關(guān)事宜。 ·???????Liaise with Concierge to ensure swift baggage dispatch and collection. 與禮賓部保持溝通以確保迅捷的行李送達(dá)和收取。 ·???????Ensure enough supplies of all stationary items are in storage. 確保前臺(tái)各項(xiàng)文具備品充足。 ·???????Ensure and maintain the PSB upload is accurately. 掌握和保持前臺(tái)外事傳輸?shù)恼_性。 ·???????Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately. 保持嚴(yán)格遵守并實(shí)行由當(dāng)?shù)貓?zhí)法部門所要求的全部事項(xiàng)。 ·???????Maintains informationsecurity standards compliance of Front Office at 100%. 確保所有信息安全標(biāo)準(zhǔn)都被百分之百的執(zhí)行。 ·???????The Front Office Supervisor may be required to carry out other duties,directed by the Assistant Front Office Manager. 根據(jù)前廳部副經(jīng)理指導(dǎo)，前臺(tái)主管可能被要求執(zhí)行其他職責(zé)。 ·???????The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment. 如有必要，該部門有權(quán)更改或補(bǔ)充該職位描述。 ·???????Carries out any other reasonable duties and responsibilities asassigned. 完成任何其他合理的職責(zé)和被指派的職責(zé)。 Provide Guests’ Experiences that ExceedGuests’ Expectations 為客人帶來超越期待的入住體驗(yàn) ·???????Leads the Front Desk shift to personalize the guestarrival/departure experience. 帶領(lǐng)前臺(tái)每個(gè)班次為客人提供個(gè)性化的到店及離店體驗(yàn)。 ·???????Anticipate guests’ needs, collects guests preferences, and ensure theneeds and preferences will be met during current stay and future stays. 預(yù)知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會(huì)被一直滿足。 ·???????Fullutilization of all kinds of systems to embrace guest experience. 充分利用各類酒店管理系統(tǒng)和軟件以提高賓客體驗(yàn)。 ·???????Accuracy inlink of reservations requirement to room allocation/guest needs. 根據(jù)預(yù)訂信息準(zhǔn)確地為客人安排房間及滿足合理需求。 ·???????Seeks feedback on guest satisfaction and resolves problems in accordancewith our Mission Statement and philosophy of talent empowerment. 尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來解決問題。 ·???????Focuses onthe stay experience for LCAH members. 致力于提升雅高樂雅會(huì)會(huì)員的入住體驗(yàn)。 Supervision of Front Desk Team 督導(dǎo)前臺(tái)團(tuán)隊(duì) ·???????Supervise Receptionists, assisting them with issues that may arise andensuring that all tasks are completed up to standards. 督導(dǎo)前臺(tái)接待，協(xié)助其處理相關(guān)事宜，并確保所有任務(wù)都按照品牌標(biāo)準(zhǔn)完成。 ·???????Responsible for guide and tracing the Front Desk team to complete dailyup-selling and LCAH member enrollment target. 負(fù)責(zé)引導(dǎo)和跟蹤前臺(tái)團(tuán)隊(duì)完成前臺(tái)房間銷售升級(jí)和雅高樂雅會(huì)會(huì)員招募計(jì)劃的每日目標(biāo)。 ·???????Implement all Front Desk Policies and Procedures are adhered. 執(zhí)行前臺(tái)各項(xiàng)政策與程序都被嚴(yán)格執(zhí)行。 ·???????Conduct a handover at the end of each shift with relieving talent,informing them of any special requirements or problems. 在每個(gè)班次結(jié)束之后都與同事進(jìn)行交接，確保其知曉任何特殊需求和問題。 ·???????To be responsible for identifying any training needs of Front Deskcolleagues and communicating these to the Front Office Training Manager andAssistant Front Office Manager. 負(fù)責(zé)確認(rèn)前臺(tái)同事的培訓(xùn)需求，并將其轉(zhuǎn)述給部門培訓(xùn)師和前廳部副經(jīng)理。 ·???????Adheres toand promotes the health & safety policies to ensure a safe workenvironment and knowledgeable all safety & emergency procedures. 執(zhí)行健康與安全政策，以確保安全的工作環(huán)境；同時(shí)確保所有同事都熟悉了解安全及緊急程序。 ·???????Ensure allaccounting procedures are adhered to throughout the department. 保證所有財(cái)務(wù)制度在部門內(nèi)被嚴(yán)格執(zhí)行。 ·???????Liaisonbetween Front Office departments and rest of hotel effective for guestexperience. 在前廳部與酒店其他部門之間有效的溝通來提高賓客體驗(yàn)。 ·???????Carry outdisciplinary actions in line with hotel procedures. 按照酒店規(guī)章制度對(duì)不合適的行為采取相應(yīng)措施。 Involvement in Wider JobFunction Actions/Relationships 進(jìn)一步拓展工作職能 ·???????Initiate action to correct a hazardous situation and notify ERT ofpotential dangers. 在發(fā)現(xiàn)安全隱患時(shí)采取行動(dòng)并通知危機(jī)處置團(tuán)隊(duì)。 ·???????Check the next day’s arrivals correspondence, confirming car- andrestaurant-bookings. Ensure that all guest needs are dealt with satisfactory. 檢查次日到店情況，確認(rèn)車輛、用餐等預(yù)訂情況。確保所有客人需求都被滿意的處理。 ·???????Guide and encourage the Front Desk Team to be improve the serviceattitude and efficient to maximize productivity. 引導(dǎo)和激勵(lì)人才工作態(tài)度和效率，將人才的生產(chǎn)力最大化。 ·???????Attend any courses Management may deem beneficial. 參與任何管理層認(rèn)為有益于工作的培訓(xùn)。 MainComplexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項(xiàng) ·???????Efficiency of check in/check outprocess, accuracy in retrieval of guest data and billing. 確保入住及離店手續(xù)的效率性，確?？腿诵畔⑴c賬目的準(zhǔn)確性。 ·???????Management of the guest serviceexperience / personalization. 確保個(gè)性化服務(wù)以提升客人體驗(yàn) ·???????Ensure thecredit card date safety & guest information data safety. 保證信用卡信息安全及客人信息安全。 ·???????Ensures high standards of personalpresentation & grooming. 確保始終都有高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。

Majorly focuses in lobby, supports Front Desk, ServiceCenter, Executive Floor and Concierge during daily operation，also assists the management team in the daily managerialtasks for the Front Office, ensuring a seamless experience for the guest in allareas. Recognizes and maintains relationship with guests, also need solve guestcomplaint or request in a professional way.?? 賓客服務(wù)經(jīng)理主要專注于大堂，同時(shí)為前臺(tái)、總機(jī)、行政樓層和禮賓部的日常運(yùn)營(yíng)提供工作支持，并通過協(xié)助管理層完成部門日常管理工作來確保客人在所有區(qū)域內(nèi)的體驗(yàn)。同時(shí)需要認(rèn)知和維護(hù)與客人之間的關(guān)系，并以專業(yè)的方式處理客人的投訴或要求。 Primary Responsibilities 主要職責(zé) Maintain and Manage the Daily LobbyOperations 維護(hù)和管理大堂日常運(yùn)營(yíng) ·???????Conductsdaily walk-through to ensure LQA standards are implemented and delivered to everyguest. 進(jìn)行每日巡視以確保LQA在對(duì)客服務(wù)中被遵守和執(zhí)行。 ·???????Attends to referred and handles guestenquiries in a courteous and efficient manner and reports guest complaints orproblems to next level supervisor for necessary action and assure follow upwith guests. 主動(dòng)關(guān)注并禮貌高效的處理客人的要求及投訴，需要時(shí)要向上一級(jí)主管匯報(bào)，并且確保及時(shí)跟進(jìn)。 ·???????Ensureloyalty/VIP procedures are being met or exceeded on a daily basis for allloyalty /VIP guests. 確保對(duì)所有忠實(shí)會(huì)員和貴賓都執(zhí)行其相關(guān)接待程序和標(biāo)準(zhǔn)。 ·???????Detailedhotel product knowledge, up-to-date with VIP arrivals & events within thehotel and the destination. 明晰酒店產(chǎn)品知識(shí)，確保貴賓及活動(dòng)信息的時(shí)效性和準(zhǔn)確性。 ·???????Presence inthe lobby area all the time, support Front Desk or Concierge operation initiatively, and ensureboth colleagues and facilities/equipment are in good condition. 工作期間保持在大堂區(qū)域巡視，主動(dòng)協(xié)助前臺(tái)和禮賓部的日常運(yùn)營(yíng)，并確保所有同事和運(yùn)營(yíng)設(shè)備的工作狀態(tài)良好。 ·???????Ensure cleanliness, atmosphere and appearance of lobby and related areas. 確保大堂及相關(guān)區(qū)域的清潔、氛圍和外觀符合品牌標(biāo)準(zhǔn)。 ·???????Check potential room revenue for any discrepancies and do necessarycorrections. 檢查有可能產(chǎn)生的任何房費(fèi)差異，并跟進(jìn)解決。 ·???????To take afull and accurate handover from the previous shift ensuring that all necessaryfollow-up is recorded and auctioned. 與上一個(gè)班次進(jìn)行完整而準(zhǔn)確的交接，以確保所有待跟進(jìn)事項(xiàng)都被記錄和解決。 ·???????To ensurethat an accurate Service Center and Department guest logbook, providing awritten log of the day’s guest related issues, is maintained to report toGeneral Manager and Executive Team. 確?？倷C(jī)和部門日志的準(zhǔn)確性，將當(dāng)日發(fā)生的與客人相關(guān)的時(shí)間整理并記錄，并將值班經(jīng)理日志每日發(fā)送給總經(jīng)理和行政團(tuán)隊(duì)。 ·???????Adheres to promotethe health & safety policies to ensure a safe workenvironment. ?Knowledgeablefor all safety & emergency procedures, and act as key contact personnel ofEmergency Response Team during certain situation. 堅(jiān)持并推行健康與安全政策，以確保安全的工作環(huán)境；熟悉掌握安全及緊急程序， 并在危機(jī)情況作為危機(jī)處置小組的主要聯(lián)絡(luò)人參與危機(jī)處理。 ·???????Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately. 確保由當(dāng)?shù)貓?zhí)法部門所要求的全部事項(xiàng)都被嚴(yán)格遵守并實(shí)行。 ·???????Maintains all information security standards compliance of FrontOffice at 100%. 確保所有信息安全標(biāo)準(zhǔn)被百分之百的執(zhí)行。 ·???????Maintains ‘Safe Food & Hygiene Standards’ are implemented withinFront Office at 100%. 確?！妒称钒踩c衛(wèi)生標(biāo)準(zhǔn)》被百分之百的執(zhí)行。 ·???????The management reserves the right to change / extend this jobdescription if necessary at any point of time during her / his employment. 如有必要，該部門有權(quán)更改或補(bǔ)充該職位描述。 ·???????Carries out any other reasonable duties and responsibilities asassigned. 完成任何其他合理的職責(zé)和被指派的職責(zé)。 Provide Guests’ Experiences that ExceedGuests’ Expectations 為客人帶來超越期待的入住體驗(yàn) ·???????Seeks feedback on guest satisfaction and resolves problems in accordancewith our Mission Statement and philosophy of talent empowerment. 尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來解決問題。 ·???????Coordinatethe Arrival, Stay and Departure experience for all loyalty/VIP guests to ensurea seamless experience. 為所有忠誠(chéng)會(huì)員和貴賓提供完美無瑕的到店、居住和離店體驗(yàn)。 ·???????Involvementin the arrival, rooming, and departure of key/VIP guests. 親自負(fù)責(zé)貴賓的入住、房間介紹以及離店。 ·???????Be recognize with frequent guest and provide individually welcoming. 認(rèn)知常住客人并提供個(gè)性化的歡迎。 ·???????Anticipate guests’ needs, collects guests preferences, and ensure theneeds and preferences will be met during current stay and future stays. 預(yù)知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會(huì)被一直滿足。 ·???????Fullutilization of all kinds of systems to embrace guest experience. 充分利用各類酒店管理系統(tǒng)和軟件以提高賓客體驗(yàn)。 ·???????Accuracy inlink of reservations requirement to room allocation/guest needs. 根據(jù)預(yù)訂信息準(zhǔn)確地為客人安排房間及滿足合理需求。 ·???????Liaisonbetween Front Office departments and rest of hotel effective for guestexperience. 在前廳部與酒店其他部門之間有效的溝通來提高賓客體驗(yàn)。 ·???????Focuses onthe stay experience for LCAH members. 致力于提升雅高樂雅會(huì)會(huì)員的入住體驗(yàn)。 Supervision of Departmental Daily Operation 監(jiān)督部門日常運(yùn)營(yíng) Conducts daily pre-shift briefings to talents on room occupancy, arrival and departures, functions/ event and special attention that is needed. 組織每天所在班次的例會(huì)，宣布每天的住房率、到店客人、離店客人、發(fā)生的各種事件或活動(dòng)以及需要特別注意的事件。 ·???????Responsible for guide the Front Desk team to complete daily up-sellingand LCAH member enrollment target. 負(fù)責(zé)指導(dǎo)前臺(tái)團(tuán)隊(duì)完成前臺(tái)房間銷售升級(jí)和雅高樂雅會(huì)會(huì)員招募計(jì)劃的每日目標(biāo)。 ·???????Ensures that all Front office Policies and Procedures are adhered followup by every section. 確保前廳部各分部門都嚴(yán)格執(zhí)行各項(xiàng)政策與程序。 ·????????Accomplish a set of administrative duties such as attending meeting,writing reports and other specific duties related to the job function. 完成出席會(huì)議、撰寫報(bào)告以及與工作職能有關(guān)的其他職責(zé)的一整套行政職責(zé)。 ·???????Ensure allaccounting procedures are adhered to throughout the department. 確保所有財(cái)務(wù)制度在部門內(nèi)被嚴(yán)格執(zhí)行。 ·???????Ensuresclear communication within departments. 確保部門內(nèi)的溝通順暢。 ·???????Carry outdisciplinary actions in line with hotel procedures. 按照酒店規(guī)章制度對(duì)不合適的行為采取相應(yīng)措施。 Involvement in Wider JobFunction Actions/Relationships 進(jìn)一步拓展工作職能 ·???????Coordinates management of the Front Desk, Executive Floor, Concierge andService Center to ensure a smooth operation and the highest level of guestsatisfaction. 協(xié)調(diào)前臺(tái)、行政樓層、禮賓部和總機(jī)等部門的工作，以確保運(yùn)營(yíng)順暢及客人滿意度。 ·???????Communicatesthrough pre-shift, logs, emails and departmental operational meetings allpertinent information for the respective shift and areas of operation. 通過交班會(huì)、日志、電子郵件和部門運(yùn)營(yíng)會(huì)議等形式，為各個(gè)班次和運(yùn)營(yíng)提供相關(guān)信息。 ·???????UnderstandsSOP and PNP of other operation departments to oversee the hotel operation during absence of hotel management team. 理解并掌握其他運(yùn)營(yíng)部門的操作程序與規(guī)章制度以便在酒店管理層不在的情況下監(jiān)督其他部門的運(yùn)營(yíng)。 ·???????Develop ownknowledge and skills as a contributing member of the Front Office management team. 發(fā)展個(gè)人的知識(shí)與技能成為前廳部管理團(tuán)隊(duì)的一員。 MainComplexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項(xiàng) ·???????Well patrol lobby, monitor all servicein lobby within standard and polite way. 良好管理大堂區(qū)域，確保所有服務(wù)按照服務(wù)標(biāo)準(zhǔn)并禮貌有序。 ·???????Master all emergency procedures andwell handle crisis management. 掌握各種應(yīng)急程序，有效進(jìn)行各種危機(jī)處理。 ·???????Management of the guest service experience / personalization. 確保個(gè)性化服務(wù)以提升客人體驗(yàn)。 ·???????Professioal tohandle guest complaints and record. 專業(yè)的處理賓客投訴并記錄匯報(bào)。 ·???????Maintain the close relationship with guest and ensure the guest is satisfy consistently. 維護(hù)與客人之間親近的關(guān)系，確?？腿耸冀K如一的滿意。 ·???????Ensures high standards of personalpresentation & grooming. 確保始終都有高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 ·???????Ensure wherever possible that colleagues are provided with a work placefree of discrimination, harassment and victimization. 確保提供給同事們一個(gè)沒有歧視、騷擾和危險(xiǎn)的工作環(huán)境。