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1.???????? Completes the registration process by inputting and retrieving information from a computer system , confirming pertinent information including number of guests and room rate . Makes appropriate selection of rooms based on guest needs . Codes electronic keys . Non –verbally confirms the room number and rate . Promotes and administers Hilton Marketing programs such as Hilton Honors , for arriving guests . Ensures guests knows location of room , containing room keys , tokens of our appreciation ,gifts , etc ,to guest . 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。向客人介紹酒店各種宣傳促銷活動(dòng)及推銷希爾頓榮譽(yù)客會(huì)給非會(huì)員，吸引新會(huì)員的加入。指引去房間的方向并解釋房卡的使用方法，向客人分發(fā)禮物等。 2.???????? Ensures rooms and services are correctly accounted for within guest statement Properly accounts for service provided by the hotel. Assists guests with check out payments or charges . Accepts and records vouchers, credit, traveler’s checks and other forms of payment , converts foreign currency at current posted rates . 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.???????? Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice , listens to understands requests , responds with appropriate action and provide accurate information such on outlet hours , special VIP programs , events , etc . 熱情友好的問(wèn)候客人，對(duì)客人的合理需求予以積極恰當(dāng)?shù)幕貞?yīng)。準(zhǔn)確提供各種信息如：酒店?duì)I業(yè)場(chǎng)所的營(yíng)業(yè)時(shí)間及VIP促銷計(jì)劃等。 4.???????? Receives special requests from guests , and responds appropriately or forwards requests to appropriate team members for decisions and actions. 對(duì)自己權(quán)限范圍內(nèi)不能予以解決的問(wèn)題和需求，及時(shí)反饋給相應(yīng)部門和人員予以解決。 5.???????? Promptly answers the telephone and email inquires . inputs messages into the computer and advises other team members of special guest needs . retrieves messages and communicates the content to the guest . Retrieves mail , packages and facsimiles or other special items for customers as requested . 禮貌的接聽(tīng)所有來(lái)電，及時(shí)恰當(dāng)?shù)奶幚砀鞣N郵件、傳真和包裹，對(duì)于客人的特殊要求予以交接班。 6.???????? Fields guest complaints , conducting thorough research to develop the most effective solutions and negotiate results . Listens and extends assistance in order to resolve problems such as price conflicts , insufficient heating or air conditioning , etc . Remains calm and alert especially during emergency situations and heavy hotel activity . Plans and implements detailed steps by using experienced judgment and discretion . 成著冷靜的應(yīng)對(duì)和處理各類客人投訴，如：客人對(duì)價(jià)格不滿，空調(diào)或供暖系統(tǒng)的不足等。 7.???????? Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 積極的工作，友好的為客人提供服務(wù)。 8.???????? Actively takes part in training where and when required, attending formal training sessions and on the job training to ensure standards and develop skills and abilities. 積極參加所需的各種培訓(xùn)，提高工作能力。 9.???????? Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests. 致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。 10.???? Takes an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets. 在團(tuán)隊(duì)中起到積極作用，有效的溝通，確保達(dá)到目標(biāo)。 11.???? Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive. 為顧客提供熱情周到的服務(wù)，有賓至如歸感。 12.???? Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured. 依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，希爾頓榮譽(yù)客會(huì)號(hào)及航空公司會(huì)員號(hào)，確保入住登記表的完整性及付款方式安全有效。 13.???? Ensuring that guests are escorted to their room and the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner. 將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。 14.???? Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution. 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。 15.???? Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation. 維護(hù)顧客檔案和信息，確保預(yù)訂的有效性和準(zhǔn)確性。 16.???? Ensures that VIP guests are treated personally and recognized as an individual. 確保VIP客人個(gè)性化服務(wù)待遇。 17.???? Assists the Guest Service Manager by blocking rooms according the guests preferences. 協(xié)助賓客服務(wù)經(jīng)理按客人喜好分配房間。 18.???? Prints Welcome letters and for 1st time stay HHonours guests, arranges welcome cards and ensure that they are placed in guest rooms or handed over at the time of arrival. 打印希爾頓榮譽(yù)客會(huì)會(huì)員卡，并確保歡迎卡及時(shí)置于會(huì)員入住的房間。 19.???? Coordinates with Amenity Butlers to arrange in-room amenity set-ups according to VIP level and for special occasions – ie. Birthday’s and Honeymoon’s. 為VIP客人或特殊場(chǎng)合安排活動(dòng)，例如：過(guò)生日和度蜜月的賓客。 20.???? Facilitate the operation of the VIP gift amenity menu, by offering it to guests, and ensuring that VIP’s receive their chosen amenity item. 提供VIP賓客禮遇的單頁(yè)，確保賓客享用到所有禮遇。 21.???? Liaises with Sales, Reservations and the Business Development team to handle corporate guests. 協(xié)助銷售、預(yù)定和業(yè)務(wù)發(fā)展團(tuán)隊(duì)共同為公司客人提供服務(wù)。 22.???? Promotes and drives enrollment for Hilton HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received. 引入榮譽(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專業(yè)的服務(wù)。 23.???? Provides extra services for VIP guests including offering refreshments, cold towels and other courtesies upon arrival. 為VIP賓客提供額外的服務(wù)，包括點(diǎn)心，飲料，毛巾等。 24.???? Carries out ticket reconfirmation, tour bookings and makes guest reservations when required. 如有需求，協(xié)助客人完成機(jī)票確認(rèn)和旅行預(yù)訂等。 25.???? Ensures a prompt and efficient departure, by settling guests accounts as per billing and reservation instructions and ensuring that all guests folios are correct. 確保所有帳單消費(fèi)的正確性，為客人提供高效快捷的結(jié)帳服務(wù)。 26.???? Inputs information in to OnQ system regarding guests, ensuring accuracy and that all details are completed and that the information can be clearly understood by other team members. 將準(zhǔn)確的信息錄入酒店管理系統(tǒng)，以便大家分享。 27.???? Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting. 遵循希爾頓品牌標(biāo)準(zhǔn)。 28.???? Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International and other Hilton properties in China. 掌握希爾頓酒店集團(tuán)及希爾頓在中國(guó)其他項(xiàng)目的基本概況。 29.???? Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.. 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。 30.???? Ensures that the overall appearance of the Executive lounge is neat and tidy at all times. 確保行政酒廊的整潔。 31.???? Effectively communicates, coordinates and cooperates with Housekeeping, F&B, Engineering and .IT 與餐飲部，客房部，工程部，IT等進(jìn)行有效的溝通。 32.???? Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken. 對(duì)酒店設(shè)施設(shè)備的非正常運(yùn)轉(zhuǎn)予以及時(shí)報(bào)告，并跟進(jìn)直至問(wèn)題解決。 33.???? Prepares the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards. 為行政酒廊提供餐飲服務(wù)，監(jiān)督管理使行政酒廊隨時(shí)都處于很好的狀態(tài)。 34.???? Ensures that the Excutive Floor Manager is kept aware and up to date of operational issues. 匯報(bào)最新的工作進(jìn)展，確保行政樓層經(jīng)理對(duì)部門營(yíng)運(yùn)狀況的了解。 35.???? Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis. 確保信息的有效傳遞，尚未完成的事情逐一移交至有關(guān)人員，讓賓客滿意。參加日常例 會(huì)及其他會(huì)議。 36.???? Ensures that the day-to-day functions of the Executive Lounge are completed. Including but not limited to checklist, trace reports, credit limit checks, and online back-up. 確保完成行政酒廊每日的任務(wù)，其中包括但不僅限于工作的監(jiān)督，房間分配，報(bào)告，信用額度核對(duì)，電腦數(shù)據(jù)備份及主帳的核對(duì)等。 37.???? Monitors inventory of the Executive Lounge’s stock to ensure that all items provided to guests are returned and are accounted for. 對(duì)所有行政樓層客用物品予以管理，確保狀態(tài)完好，租借的各種物品得以及時(shí)返還。 38.???? Checks Registration cards, meeting and function information, billing instructions, and reservation backup to ensure that all information received is actioned accordingly. 核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。? 39.???? Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. Takes part in the fire team when and where directed. 按照健康安全，危機(jī)管理部門，災(zāi)難處理方法，救火程序執(zhí)行。必要的時(shí)候加入救火。? 40.???? Adheres strictly to standard cash handling procedures, ensuring to balance float and drop the required amount. Manages cash, credit card, city ledger, voucher and all other forms of payment correctly. 嚴(yán)格遵守現(xiàn)金收付手續(xù)，收取現(xiàn)金，信用卡，轉(zhuǎn)帳，代金券等。 41.???? Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests. 收取現(xiàn)金，信用卡，代金券，公司或第三方付費(fèi)等服務(wù)時(shí)要嚴(yán)格遵守酒店規(guī)定。 42.???? Provides safety deposit boxes to guests, ensuring that guests valuables are safe and secure at all times. 為客人提供保險(xiǎn)箱，保證他們的財(cái)物安全。 43.???? Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations. 跟進(jìn)擔(dān)保預(yù)訂及付款方式，確保酒店收入。 44.???? Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges. 確保所有帳單消費(fèi)的精準(zhǔn)性，為客人提供高效快捷的結(jié)帳服務(wù)。 45.???? Upsells rooms to higher room and rate categories, ensuring the maximum revenue generation from each guest. 促銷高價(jià)房，確保利潤(rùn)。 46.???? Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards. 抓住商機(jī)，用合理的方式提高酒店收入，確?？腿宋镉兴?。 47.???? Attempt to communicate with guest in guest’s native language , if applicable . 如有可能用客人的母語(yǔ)與其交流。 48.???? Remains calm alert , especially during emergency and heavy hotel activity , and resolve complications such as location changes or credit issues . 沉著冷靜應(yīng)對(duì)各種突發(fā)問(wèn)題，如換房，信用額度等。 49.???? Adhere to the hotel’s security and emergency policies and procedures. 堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序。 50.???? To ensure that all team members have a complete understanding of and adhere to the Hotel’s Team member Rules and Regulations. 確保員工充分的理解并遵守員工手冊(cè)內(nèi)容。 51.???? The management reserves the right to change / extend this job description 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。 52.???? Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責(zé)和被指派的職責(zé)。

1.????????Communicateseffectively both orally and in writing to provide clear direction to teammember. Observes performance and encourages improvement. Interviews, selects,trains, supervises, evaluates, counsels, and administers disciplinaryprocedures for front office team member. Monitors lobby traffic and makes teammembering adjustments as required. 與員工有效的溝通，提供明確指示，關(guān)注員工的表現(xiàn)并給予激勵(lì)。依相關(guān)程序面試，挑選，培訓(xùn)，督導(dǎo)，評(píng)估，管理前廳部所有員工。留意大堂交通狀況，根據(jù)需求進(jìn)行人員調(diào)配。 2.????????Reviews VIPreservations and ensures proper handling of VIPs and groups, administersamenity orders, and resumes for incoming guests. Updates system by inputtinginventory and non-inventory groups. Monitors special reservation requestshandling and oversees rate changes on in-house guests. 關(guān)注VIP及有特殊要求的預(yù)訂，及時(shí)更新系統(tǒng)相關(guān)信息，確保VIP及團(tuán)隊(duì)預(yù)訂的良好運(yùn)作。監(jiān)督住店客人房?jī)r(jià)變更情況。 3.????????Computesdaily payroll, schedules, and other reports. Analyzes data and makes decisionsbased on prior experiences and knowledge of circumstances to prepare daily andweekly forecast of expected arrivals and departures. 關(guān)注VIP及有特殊要求的預(yù)訂，及時(shí)更新系統(tǒng)相關(guān)信息，確保VIP及團(tuán)隊(duì)預(yù)訂的良好運(yùn)作。監(jiān)督住店客人房?jī)r(jià)變更情況。 4.????????Managesfront office team member, resolves guest concerns, and implements resolutionsby using discretion and judgment. 對(duì)前臺(tái)進(jìn)行日常管理，用敏銳的判斷力和決斷力解決客戶的問(wèn)題。 5.????????Leads andmotivates team members by leading by example and employing competent andconsistent management practices. 通過(guò)訓(xùn)練及一致的管理，領(lǐng)導(dǎo)和激勵(lì)團(tuán)隊(duì)員工。 6.????????Takesresponsibility of the hotel as the Duty Manager in the absence of the AssistantFront Office / Front Office Manager. 在前廳經(jīng)理/前廳副經(jīng)理不在的情況下，作為值班經(jīng)理負(fù)起責(zé)任。 7.????????CompletesNight Shift Duties acting as the Night Manager while on duty. 當(dāng)班期間完成夜班經(jīng)理職務(wù)。 8.????????Activelytakes part in training the team, facilitating formal training sessions and onthe job training to ensure that all team members are of the same standard. Alsoattends training where and when required. 積極地參加職業(yè)培訓(xùn),讓員工保持水平一致。 9.????????Acts as acoach and mentor to team members, reinforcing standards and expectations andmotivating team members to strive for established targets. 做隊(duì)員的導(dǎo)師，提高員工水平，促進(jìn)他們完成所設(shè)立的目標(biāo)。 10.???? Maintainsdiscipline amongst team members, ensuring consistency in accordance with theteam member handbook, Chinese Labour Law and HR guidelines. Distributesappropriate discipline when and where required. 確保員工手冊(cè)，相關(guān)勞動(dòng)法，HR相關(guān)政策的一致性，必要的時(shí)候提供培訓(xùn)。 11.???? ConductsPDR’s, 1:1 meetings throughout the year, ensuring that the feedback given toteam members is fair, unbiased and provides a platform for continued improvement,according to the Hilton standards. 根據(jù)希爾頓PDR標(biāo)準(zhǔn)，進(jìn)行1：1的面談，確保對(duì)每個(gè)員工的公平，為員工提供繼續(xù)發(fā)展的平臺(tái)。 12.???? Isinvolved with succession planning and development of high potential teammembers to ensure that all team members are trained to progress to the nextlevel of their career. 培訓(xùn)部門高潛能員工，促進(jìn)工作水平的提高及進(jìn)一步的職業(yè)規(guī)劃。 13.???? Contributesto the hotel and team by sharing new ideas and suggestions for improvements,being innovative and creative to provide quality service and customer care toteam members and guests. 致力于酒店工作，為酒店發(fā)展提供創(chuàng)造性的建議，為顧客和整個(gè)團(tuán)隊(duì)提供高品質(zhì)服務(wù)。 14.???? Responsiblefor the smooth induction and facilitation of training for new team members,ensuring that they are trained to the minimum level standard and that they cancompetently complete their job and that they know what is expected of them. 簡(jiǎn)單易懂的培訓(xùn)新員工，使其盡快達(dá)到勝任工作的最低標(biāo)準(zhǔn),了解公司的期許與要求。 15.???? Creatinga warm and welcoming arrival for guests, ensuring that they feel expected andimmediately “at-home” when they arrive. 為顧客提供熱情周到的服務(wù)，有賓至如歸感。 16.???? Checking-inguests in accordance with their reservation details, ensuring that theregistration card is completed, reservation information confirmed, Honours andFrequent Flyer Number enquired about, and method of payment secured. 依照預(yù)訂為客人辦理入住，核對(duì)預(yù)訂信息，希爾頓榮譽(yù)客會(huì)號(hào)及航空公司會(huì)員號(hào)，確保入住登記表的完整性及付款方式安全有效。 17.???? Ensuringthat guests are escorted to their room and the hotel facilities and roomfeatures are explained, and that luggage is delivered in a prompt manner. 將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)等。 18.???? Handlescomplaints promptly and efficiently, taking the necessary action; track on DMlog objectively, share case and guest information with related department;Inform FOM and MOD if necessary. Follows up with all guests to ensuresatisfaction with problem resolution. 采取必要行動(dòng)，及時(shí)有效的處理顧客的不滿;客觀地記錄在值班經(jīng)理日志，講案例與客人信息與相關(guān)部門進(jìn)行分享，如有必要需告知前廳經(jīng)理或當(dāng)值經(jīng)理。回訪客人，確?？腿藢?duì)解決方法滿意。 19.???? Maintainsawareness of guest’s profile and specific preferences, ensuring that they areacted upon for each reservation. 將客人送至客房，介紹客房布局，確保行李及時(shí)送達(dá)。 20.???? Actsas the first point of contact and liaison for VIP guests, ensuring that theyare treated personally and recognized as an individual. 作為VIP客人最先聯(lián)系到的部門，要確保他們的個(gè)性化服務(wù)。 21.???? Allocatesrooms in accordance to the guests reservation, preference and remarks,maintaining a systemized and sales focused approach to room inventorymanagement. 按照客人的預(yù)定或喜好安排房間，并做詳細(xì)目錄管理。 22.???? PromotesHHonours and its associated benefits to guests who are not already enrolled inthe program. Ensures that existing HHonours members receive personal andprofessional service that recognizes them as important guests and that theirbenefits are received. 引入新的榮譽(yù)客會(huì)會(huì)員，確保會(huì)員應(yīng)得利益，為會(huì)員提供優(yōu)質(zhì)專業(yè)的服務(wù)。 23.???? Liaiseswith Sales, Reservations and the Business Development team to handle corporate. 協(xié)同銷售，預(yù)訂及業(yè)務(wù)發(fā)展團(tuán)隊(duì)共同為客人提供服務(wù)。. 24.???? Ensuresthat guests profiles and information is input in to the Police Report system ina timely and accurate way. 確保賓客檔案信息及時(shí)錄入公安申報(bào)系統(tǒng)。 25.???? AppliesHilton Brand Standards in each and every action, acting as a role model andexample of how the standards should be carried out in a practical setting. 遵循希爾頓品牌服務(wù)標(biāo)準(zhǔn)并貫徹到實(shí)際的運(yùn)作當(dāng)中。 26.???? Hasknowledge of the hotels facilities and services as well as basic knowledge ofHilton International, MEAP & other properties in China. 掌握希爾頓酒店集團(tuán)的基本概況。 27.???? Isup to date with information on facilities, attractions, places of interest,sights and activities in and around hotel. 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。 28.???? Ensurescommunication, coordination and cooperation between the front desk and otheroperating departments, specifically Housekeeping, F&B and Accounts. 確保前臺(tái)和其他部門間的溝通交流，特別是客房部，餐飲部和財(cái)務(wù)部等。 29.???? Maintainsthe hotel systems to ensure accuracy of information and data, and that it iseasy to use and operated in an organized and systemized way. Also Ensures thatthe Front Desk equipment and systems are functioning at all times, and that thearea is maintained in a clean, tidy and organized way. 維護(hù)酒店電腦系統(tǒng)信息數(shù)據(jù)的準(zhǔn)確性，便于系統(tǒng)操作，確保前臺(tái)運(yùn)營(yíng)設(shè)備的正常運(yùn)轉(zhuǎn)以及工作區(qū)域的整潔清潔。 30.???? Passeson information effectively, ensuring that all necessary details arecommunicated to the intended person and that any pending action is completedand guest satisfaction confirmed. Conducts daily briefings, shift handovers,attends meetings and effectively communicates information to team members. 確保信息的有效傳遞，尚未完成的事情逐一移交至有關(guān)人員，讓賓客滿意。參加日常例會(huì)及其他會(huì)議。 31.???? Ensuresthat the Front Office Manager is kept aware and up to date of operationalissues. 匯報(bào)最新的工作進(jìn)展，確保前廳經(jīng)理對(duì)整個(gè)部門營(yíng)運(yùn)狀況的了解。 32.???? Ensuresthat the day-to-day functions of the front desk are completed. Including butnot limited to Guest Services Manager’s checklist, trace reports, credit limitchecks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discountand rate discrepancies, and registration cards. 確保完成行政樓層每日的任務(wù)，包括核對(duì)，報(bào)告，信用額度核對(duì)，網(wǎng)上備份等。 33.???? ChecksRegistration cards, meeting and function information, billing instructions,financial records and reservation backup to ensure that all informationreceived is actioned upon. 核對(duì)入住登記表，會(huì)議及活動(dòng)信息，預(yù)訂備份等。 34.???? Completesreports where and when requested, ensuring that they are complete and deliveredon time to the respected party. 如有要求，提供完整的報(bào)告，并及時(shí)送至所需部門。

營(yíng)運(yùn)管理 Operational ? §? 協(xié)助前廳部副理確保部門按照既定的理念順暢運(yùn)作，并始終提供禮貌、專業(yè)、快捷、靈活的服務(wù)。 Assists the Assistant Manager in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times. §? 在日常運(yùn)營(yíng)中與客房部及其他各部門保持緊密的聯(lián)系。 Liaises with Housekeeping and other related departments on daily operations. §? 禮貌而高效的處理客人和員工詢問(wèn)，對(duì)不能立即解決的投訴和問(wèn)題進(jìn)行匯報(bào)。 Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found. §? 與客人建立并保持良好的賓客關(guān)系。 Establishes a rapport with guests, maintaining good customer relationship. §? 確保嚴(yán)格遵守收銀及信用卡程序。 Ensures that the cashiering and credit procedures are strictly adhered to. §? 與客房部配合，確保嚴(yán)格執(zhí)行既定的清潔計(jì)劃。 Organizes and liaises with Housekeeping Department to ensure that the established cleaning schedules are strictly adhered to. §? 確保正確處理所有客人的留言、郵件、傳真及包裹。 Ensures that all guests’ messages, mail, fax and parcels are handled and distributed properly. §? 確保按照部門運(yùn)營(yíng)手冊(cè)的要求為客人辦理入住及離店手續(xù)。 To ensure that all guests check in/ out are being handled according to the Departmental Operations Manual requirements. §? 確保以正確的方式處理客人的信息及文件，以確?？腿诵畔⒌臋C(jī)密性。 Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information. §? 確保不將客人的房間號(hào)提供給未被授權(quán)的人員，最大限度地確保住店客人的安全。 To ensure that guest’s room number is not given to unauthorized person as to ensure maximum security for the in-house guests. ? ? ? 行政 Administration ? §? 維護(hù)前廳部的日志。 Maintains the Front Office Daily Log Book. §? 及時(shí)提交所有客人/員工事故報(bào)告。 Submits all guest/ associate incident reports. §? 依照酒店的“失物招領(lǐng)”程序，處理并上報(bào)“失物招領(lǐng)”物品。 Handles and reports “Lost and Found” items according to Hotel’s “Lost and Found” procedure. §? 確保所有管理層需要的報(bào)告都按照已定的程序被準(zhǔn)確完成及處理。 Ensures all reports required by the authority are accurately completed and handled according to the set procedures.? ? ? 薪資和生產(chǎn)力管理 Payroll & Productivity Management ? §? 通過(guò)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 efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), 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)餐飲部營(yíng)運(yùn)手冊(cè)的要求。 Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Rooms Operations Manual requirements. §? 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 on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency 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 new technology & equipment are embraced, improving productivity whilst taking work out of the system. ? ? 人員管理 People Management ? §? 協(xié)助引導(dǎo)前廳部員工在工作中遵循經(jīng)營(yíng)、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。 Assists in the development of Front Office associates to work following the operational, financial, administrative philosophies and ensuring associates are multi-skilled and perform multi-tasks. §? 通過(guò)參與管理，根據(jù)酒店制度和程序以及相關(guān)適用法律，對(duì)所有前廳部員工進(jìn)行緊密督導(dǎo)。 Through hands-on management, supervises closely all Front Office associates in the performance of their duties in accordance with Policies & Procedures and applicable laws. §? 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(yíng)運(yùn)標(biāo)準(zhǔn)和安全。 Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation 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)，并和前廳部副、進(jìn)修及培訓(xùn)發(fā)展部經(jīng)理、部門培訓(xùn)員密切合作培養(yǎng)和發(fā)展員工。 Embraces and supports the Training initiatives and philosophies of the company and works closely with the Assistant Manager-Front Office, Learning and Development Manager and Departmental Trainers for the development of his/ her subordinates as well as self-development. ? ? §? 發(fā)展及協(xié)助針對(duì)提高技能和知識(shí)的培訓(xùn)活動(dòng)。 Develops and assists with training activities focused on improving Front Office associates’ skills and knowledge. §? 確保員工完全理解酒店的規(guī)章制度并遵照?qǐng)?zhí)行。 Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies. §? 監(jiān)督員工士氣并提供工作表現(xiàn)及發(fā)展的反饋。 Monitors associate morale and provides mechanism for performance feedback and development. §? 進(jìn)行員工年度表現(xiàn)發(fā)展評(píng)估，提供真實(shí)和準(zhǔn)確的回饋。 Conducts annual Performance Development, providing honest 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(jí)的員工。 Effectively communicates guiding principles and core values to subordinates. ? ? 總則 General ? §? 確保所有員工對(duì)酒店產(chǎn)品知識(shí)、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 all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication. §? 確保部門的服務(wù)一貫按照部門營(yíng)運(yùn)手冊(cè)的標(biāo)準(zhǔn)，高效、一致和禮貌的完成。 Ensures services provided by the Front Office associates are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual. §? 按要求出席所有會(huì)議并作出貢獻(xiàn)。 Attends and contributes to all meetings as required. §? 確保所有員工始終提供禮貌和專業(yè)的服務(wù)。 Ensures all Guest Service Agents provide courteous and professional service at all times §? 禮貌而高效的處理客人和員工詢問(wèn)，對(duì)不能立即解決的投訴和問(wèn)題進(jìn)行匯報(bào)。 Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found. §? 確保前廳部員工按照政府部門的要求執(zhí)行所有程序。 Ensures all Front Office associates adopt and practice all procedures as required by the Government bureaus. §? 對(duì)當(dāng)?shù)丨h(huán)境具有扎實(shí)及最新的了解，如城市的餐廳、購(gòu)物區(qū)。 To have a sound knowledge of the local environment such as restaurants and shopping areas within the city. §? 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(cè)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。 Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook 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(dòng)，并給予建議、咨詢和真實(shí)、恰當(dāng)?shù)姆答仭?Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback. §? 確保所有賓客服務(wù)員準(zhǔn)時(shí)到崗。 Ensures all Guest Service Agents report for duty on time. §? 確保所有賓客服務(wù)員始終有高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 Ensures all Guest Service Agents maintain a high standard of personal presentation & grooming at all time. §? 與客人和同事保持基于良好工作關(guān)系的接觸。 Maintains positive guest and colleague interactions with good working relationships. §? 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 responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation. ? ? §? 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 requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company. ? ? 其它方面 Other Comments ? §? 職位屬“領(lǐng)班”級(jí)并享有相應(yīng)的福利。 Position is ranked as a “Team Leader” with related benefits provided.

主要職責(zé) Main Duties     行政 Administration   §  定期更新餐廳、酒店設(shè)施、緊急電話號(hào)碼、名勝古跡和其他的信息。 Updates all information on restaurants, hotel facilities, emergency telephone numbers, places of interests and other miscellaneous information periodically.     賓客服務(wù) Customer Service   §  確保遵循品牌承諾并始終提供優(yōu)異的對(duì)客服務(wù)。 Delivers the brand promise and provide exceptional guest service at all times. §  適時(shí)的為其他部門員工提供同樣優(yōu)質(zhì)的服務(wù)。 Provides excellent service to internal customers as appropriate. §  熟悉掌握酒店的產(chǎn)品知識(shí)、服務(wù)及酒店政策。 Be familiar with the hotel’s products and services and policies. §  禮貌并有效地處理客人和員工的投訴或詢問(wèn)，并將客人投訴立即匯報(bào)至禮賓部副理。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, Feedback guests’ complaints to Assistant Manager Concierge immediately. §  與客人和同事保持基于良好工作關(guān)系的接觸。 Maintains positive guest and colleague interactions with good working relationships. §  確保客人信息的歷史記錄得到精確的維護(hù)。 Ensures that guest history records are accurately maintained.     財(cái)務(wù) Financial     §  確保留存所有與酒店、公司和地方規(guī)定、政策和法規(guī)相關(guān)的財(cái)務(wù)記錄；遵循財(cái)務(wù)記賬、資金處理的規(guī)定；及時(shí)準(zhǔn)確的匯報(bào)財(cái)務(wù)信息。 Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.     營(yíng)運(yùn) Operational   §  確保服務(wù)符合品牌標(biāo)準(zhǔn)的基本要求，適時(shí)提供更多可供選擇的品牌服務(wù)。 Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. §  負(fù)責(zé)整理顧客意見(jiàn)調(diào)查結(jié)果，確保所有改進(jìn)措施的貫徹執(zhí)行。 Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented. §  確保全部的顧客留言、信件、傳真和包裹正確迅速地分類及分發(fā)。 Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly. §  確保所有顧客需求和要求得到及時(shí)關(guān)注并以正確的方式處理，按照客人要求提供取送服務(wù)。 Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner. Runs errand for guest as and when required. §  確保將所有客人意見(jiàn)轉(zhuǎn)達(dá)給禮賓副理，以便繼續(xù)跟進(jìn)。 Ensures guest comments are channelled to Assistant Manager Concierge for follow up. §  始終確保迅速、準(zhǔn)確和高效的電話和留言服務(wù)。 Ensures speedy, accurate and efficient telephone and message service at all times. §  確保店內(nèi)店外特殊會(huì)議和促銷活動(dòng)信息的準(zhǔn)確。 Ensures accurate information of special events and promotions inside and outside of the hotel. §  負(fù)責(zé)為客人提供打包服務(wù)。 Handles parcel wrapping for guests. §  以支持和靈活的態(tài)度與其他禮賓部同事密切合作，關(guān)注酒店的整體成功和客人的滿意度。 Works closely with other Concierge personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. §  擁護(hù)和支持“群策群力”的精神。 Supports and embraces the spirit of “We work through Teams”. §  確保熟知鎮(zhèn)江酒店、餐廳及旅游信息。 Ensures accurate knowledge of hotels, restaurants and the tourism in Zhenjiang.     人事 Personnel   §  支持并貫徹“以人為本”的理念， 體現(xiàn)并發(fā)揚(yáng)凱悅價(jià)值觀。 Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values.     其他 Other Duties   §  確保高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 Ensures high standards of personal presentation and grooming. §  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和凱悅酒店集團(tuán)。 Exercises responsible behaviour at all times and positively representing the hotel and Hyatt Hotels Cooperation. §  隨著行業(yè)、公司和酒店的變化，對(duì)禮賓部的職能作出相應(yīng)調(diào)整。 Responds to changes in the Concierge function as dictated by the industry, company and hotel. §  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(cè)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。 Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety. §  按照要求參加培訓(xùn)和會(huì)議。 Attends training sessions and meetings as and when required. §  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 requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.    

【崗位職責(zé)】 1.提升客人住店期間整體體驗(yàn)滿意度； 2.管理和引導(dǎo)前臺(tái)團(tuán)隊(duì)成員； 3.確保前臺(tái)工作流程符合酒店操作流程和標(biāo)準(zhǔn)； 4.監(jiān)督并跟進(jìn)每日入店、離店信息，團(tuán)隊(duì)及VIP信息等； 5.當(dāng)班期間保證前臺(tái)的正常運(yùn)轉(zhuǎn)。 【崗位要求】 1.同類型酒店崗位工作經(jīng)驗(yàn)； 2.熟練的前臺(tái)業(yè)務(wù)能力和問(wèn)題處理能力； 3.良好的溝通能力、領(lǐng)導(dǎo)力和專注力； 4.在處理賓客關(guān)系方面有經(jīng)驗(yàn)和服務(wù)技巧； 5.知道如何與賓客維護(hù)長(zhǎng)期良好的關(guān)系。

主要職責(zé) Main Duties ? ? 營(yíng)運(yùn)管理 Operation ? §? 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、會(huì)議宴會(huì)以及需要特別注意之處。 Conducts daily pre-shift briefings to associates on room occupancy, arrival and departures, functions/ event and special attention that is needed. §? 在日常運(yùn)營(yíng)中與客房部及其他各部門保持緊密的聯(lián)系。 Liaises with Housekeeping and other related departments on daily operations. §? 禮貌并高效的處理客人的要求及投訴，需要時(shí)要向前廳部經(jīng)理匯報(bào)，并且確保及時(shí)跟進(jìn)。 Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Front Office Manager for necessary action and assure follow up with guests. §? 與客人建立并保持良好的賓客關(guān)系。 Establishes a rapport with guests, maintaining good customer relationship. §? 確保收銀程序能按照嚴(yán)格的標(biāo)準(zhǔn)執(zhí)行，確保每一個(gè)程序符合酒店內(nèi)部及財(cái)務(wù)部所制定的政策及程序要求。 Ensures that the cashiering procedures are strictly adhered to and that all floats are used appropriately in accordance to Policies & Procedures set by the Hotel and personnel with access to floats comply with internal Policies & Procedures established by Finance. §? 協(xié)調(diào)好各種修葺及維護(hù)工作以確保酒店財(cái)產(chǎn)的正常維護(hù)。 Coordinates all Repair and Maintenance and issues repair and maintenance job orders to ensure proper maintenance. §? 在團(tuán)隊(duì)的接待工作中發(fā)揮主動(dòng)性及創(chuàng)造性，協(xié)調(diào)好與銷售部、餐飲部及其他部門之間的合作。 To exercise initiative and resourcefulness in all aspects of group handling and to co-ordinate and co-operate with Sales, Rooms and F&B departments in all arrangements. §? 積極地宣傳并為酒店獲取業(yè)務(wù)，如：會(huì)議宴會(huì)、促銷、餐廳和其他業(yè)務(wù)。 To promote and secure business for our hotel, special events, promotions, Outlets and other business. ? §? 向員工灌輸時(shí)刻保持主人翁精神，把握每次對(duì)客的銷售機(jī)會(huì)，并在傳授的過(guò)程中身體力行。 To exemplify and instil upon the associate entrepreneurship/ ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel. §? 確保每一個(gè)員工能時(shí)刻掌握本酒店及各其他姐妹酒店的實(shí)事動(dòng)態(tài)、服務(wù)/促銷和設(shè)施，以實(shí)現(xiàn)交叉銷售。 To ensure that all staff is constantly updated on accurate information about the Hotel and all sister properties, their services/ promotions and facilities in order to cross sell the Hotels. ? ? 薪資及生產(chǎn)力管理 Payroll & Productivity Management ? §? 通過(guò)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 efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), 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)餐飲部營(yíng)運(yùn)手冊(cè)的要求。 Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Rooms Operations Manual requirement. §? 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 on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment. §? 通過(guò)“靈活處理工作”（適當(dāng)情況下）和簡(jiǎn)化工作流程，來(lái)回顧和不斷探索所有員工的生產(chǎn)力水平改善。 Reviews and constantly seeks productivity level improvements of all associates through the process of “taking work out of the system” (when appropriate) and through streamlining of work process. ? ? 人員管理 People Management ? §? 協(xié)助錄用、挑選并發(fā)展前廳部員工，引導(dǎo)他們?cè)诠ぷ髦凶裱?jīng)營(yíng)、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。 Assists with the recruitment, selection, motivation and development of Front Office associates to work following the operational, financial, administrative philosophies and willing to become multi skilled and perform multi tasks. §? 通過(guò)參與管理，根據(jù)酒店制度和程序以及相關(guān)適用法律，對(duì)所有前廳部員工進(jìn)行緊密督導(dǎo)。 Through hands-on management, supervises closely all Front Office associates in the performance of their duties in accordance with Policies & Procedures and applicable laws. §? 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(yíng)運(yùn)標(biāo)準(zhǔn)和安全。 Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation 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。 Instills and supports the Training initiatives and philosophies of the company and works closely with the Learning and Development Manager and takes active role in the training and development of associates. §? 發(fā)展及協(xié)助針對(duì)提高技能和知識(shí)的培訓(xùn)活動(dòng)。 Develops and assists with 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?qǐng)?zhí)行。 Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies. ? ? §? 確保所有員工對(duì)酒店產(chǎn)品知識(shí)、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 all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, 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 associate morale and provides mechanism for performance feedback and development. §? 將指導(dǎo)原則及核心價(jià)值有效地傳達(dá)給所有層級(jí)的員工。 Effectively communicates guiding principles and core values to all levels of associates. §? 確保每一個(gè)員工時(shí)刻保持并履行高度保護(hù)客人隱私的意識(shí)。 Ensures all associates practice the utmost protection of guests’ privacy and confidentiality. ? ? 總則 General ? §? 確保部門的服務(wù)一貫按照部門營(yíng)運(yùn)手冊(cè)的標(biāo)準(zhǔn)，高效、一致和禮貌的完成。 Ensures services provided by the Front Office associates are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual. §? 按要求出席所有會(huì)議并作出貢獻(xiàn)。 Attends and contributes to all Meetings as required. §? 確保所有員工始終提供禮貌和專業(yè)的服務(wù)。 Ensures all associates provide courteous and professional service at all times. §? 禮貌而高效的處理客人和員工詢問(wèn)，對(duì)不能立即解決的投訴和問(wèn)題進(jìn)行匯報(bào)。 Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found. §? 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(cè)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。 Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook 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(dòng)，并給予建議、咨詢和真實(shí)、恰當(dāng)?shù)姆答仭?Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback. §? 確保高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 Ensures high standards of personal presentation & grooming. §? 與客人和同事保持基于良好工作關(guān)系的接觸。 Maintains positive guest and colleague interactions with good working relationships. §? 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 responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation. §? 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 requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.

崗位職責(zé) 1?處理日志每件工作都得到反饋跟進(jìn) 2?為所有客人提供熱情、真誠(chéng)和個(gè)性化的歡迎服務(wù) 3?深入了解路線、旅行時(shí)間、費(fèi)用和各種交通方式，提供有關(guān)城市亮點(diǎn)的廣泛信息 4 確保對(duì)酒店所有營(yíng)業(yè)地點(diǎn)、營(yíng)業(yè)時(shí)間及服務(wù)范圍有全面透徹的了解 任職要求 1 能夠用英語(yǔ)日常對(duì)話及開(kāi)展對(duì)客服務(wù) 2 良好的溝通和交際能力 3 優(yōu)秀的組織管理能力

崗位職責(zé) 1?Ensure that Legendary Quality Experiences, policies, and procedures are properly understood and followed through. 2 To ensure that all Front Office employees deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times. 3 To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. 4 Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions. 5 To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including tour operators and local travel agents. 6 To respond to changes in the Rooms function as dictated by the industry, company, and hotel. 任職要求 1?Must possess a good verbal command of the English (and Mandarin) Language? 2 Possess a pleasant and outgoing personality? 3?Minimum?5 years Hotel Management experience in a hotel of similar deluxe standing and minimum 2 years of experience in the same position 4 Experience dealing with all levels including owners, corporate officers, support staff and all hotel employees 4 Excellent overall communication skills 5 Able to multitask 6 The ability to work well in a team environment

崗位職責(zé) 1 計(jì)劃并協(xié)調(diào)為客人提供友好、高效的服務(wù)。 2 迎接客人的到來(lái)，并向部門經(jīng)理提供客人反饋，以便采取行動(dòng)。 3 對(duì)完成部門目標(biāo)和業(yè)績(jī)表現(xiàn)出積極和熱情的態(tài)度。 任職要求 1 良好的組織能力及解決問(wèn)題的能力。 2 流利的俄語(yǔ)溝通能力。 3 熟悉賓客關(guān)系部的日常工作流程。

崗位職責(zé) 1?處理客人的所有反饋和意見(jiàn) 2?為所有客人提供熱情、真誠(chéng)和個(gè)性化的歡迎服務(wù) 3?深入了解路線、旅行時(shí)間、費(fèi)用和各種交通方式，提供有關(guān)城市亮點(diǎn)的廣泛信息 4 協(xié)助首席禮賓司管理團(tuán)隊(duì)? 任職要求 1 能夠用英語(yǔ)日常對(duì)話及開(kāi)展對(duì)客服務(wù) 2 良好的溝通和交際能力 3 優(yōu)秀的組織管理能力

崗位職責(zé) 1 熟練酒店產(chǎn)品知識(shí)和技能，做好對(duì)客服務(wù)。 2 熟悉預(yù)訂資料，了解客情，熱忱地歡迎每一位到店的客人。 3 熟練掌握店內(nèi)及周邊活動(dòng)及城市信息，提供準(zhǔn)確的問(wèn)訊服務(wù)。 4 熟悉酒店客房詳情，適當(dāng)進(jìn)行增銷，爭(zhēng)取卓越的經(jīng)濟(jì)效益。 任職要求 1 熟練的普通話及英文溝通技巧。 2 性格開(kāi)朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)和責(zé)任感。 3 同等級(jí)別酒店工作或?qū)嵙?xí)經(jīng)驗(yàn)優(yōu)先考慮。

崗位職責(zé) 1.為到店客人辦理入住及退房，清楚各房間種類在不同時(shí)間的房?jī)r(jià)，密切留意可售房情況。? ? ? 2.快速接聽(tīng)客人的電話，為客人提供熱情、周到的服務(wù)，能夠有禮貌、友善的接待客人。 3.認(rèn)真細(xì)致地將客人的預(yù)訂要求記錄、復(fù)述和輸入電腦使其他服務(wù)部門順利完成服務(wù)流程。 4.保持整潔、良好的形象，對(duì)客人態(tài)度友好。 5.與所有同事保持有效的聯(lián)系并在交班日志上做精確的記錄。 6.記錄所有客人意見(jiàn)、建議、投訴或反映的任何問(wèn)題，轉(zhuǎn)交上司審閱。 7.服從及執(zhí)行上司在上述職務(wù)及職責(zé)范圍各條款以外的任務(wù)指令。 崗位要求 1.中?；蛞陨蠈W(xué)歷，掌握酒店管理相關(guān)專業(yè)知識(shí)； 2.熟悉前廳部管理工作，熟悉使用西軟系統(tǒng)，有前臺(tái)接待工作經(jīng)驗(yàn)； 3.通曉退房程序和有關(guān)部門信用卡的規(guī)定。 4.熟練操作電腦，熟練的文字輸入操作、熟悉Word， Excel 等軟件的使用。

1.???Control the availability of rooms, room types,accuracy of room count and rate categories together with Revenue Manager ?? 與收益經(jīng)理一起控制待用房間、房間類型，確認(rèn)房間數(shù)量與房?jī)r(jià)類別。 2.???Maximize occupancy, revenue and average rate whilemaintaining high service standards. ?? 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?jī)r(jià)。 3.???Review arrival information on a daily basis, VIPs,regular guests, Marriott member Guest, long staying guests, groups, specialrequests etc. Follow up with relevant department. ?? 上崗前查看當(dāng)日VIP貴賓、常住客人、萬(wàn)豪會(huì)員顧客、長(zhǎng)住客人、團(tuán)隊(duì)客人以及特 ?? 別要求，并通知有關(guān)部門。 4.???Approve upgrades and special amenities ?? 批準(zhǔn)升級(jí)和特別贈(zèng)品。 5.???Adhere to complimentary rooms procedures ?? 堅(jiān)持免費(fèi)房程序。 6.???Liaise with the Housekeeping Department to ensureroom image is maintained and the “? RoomReady on Arrival” policy is adhered to ?? 與客房部協(xié)調(diào)以確保房間形象和“待用房”政策得到保持。 7.???Ensure Front Office personnel handle guestregistration efficiently, promptly and courteously ?? 確保前廳部員工高效、快速、禮貌地處理客人登記。 8.???Be aware of all establishment credit policies andprocedures 清楚明確地建立信用政策和程序。 9.???Liaise closely with Finance Department to ensurethat credit procedures are properly carried out ?? 與財(cái)務(wù)部門建立緊密聯(lián)系，確保信用政策正確合適地執(zhí)行 10. Ensure correctforeign currency exchange procedure 確保正確的外幣兌換程序。 11. Ensure correcthandling of safe deposit boxes 確保正確使用保險(xiǎn)箱。 12. Know systemrecovery procedures 了解系統(tǒng)恢復(fù)程序 13. Conduct guestroom inspections together with the Executive Housekeeper 與行政管家一起查房。 14. Responsible forthe compilation of statistics for Front Office and the provision of reportsrelation to that area 負(fù)責(zé)前廳部資料和其他相關(guān)報(bào)告編制。 15. Ensuredepartmental reports are prepared accurately and distributed on schedule 確保部門報(bào)告準(zhǔn)確準(zhǔn)備并準(zhǔn)時(shí)呈交。 16. Set up Systemsto monitor achievement of departmental goals and objectives 建立系統(tǒng)監(jiān)督以便達(dá)到部門的目標(biāo)。 17. Managedepartment strategic planning and development 負(fù)責(zé)部門戰(zhàn)略規(guī)劃與發(fā)展。 18. Manage thedevelopment of department operating plans and reports in order to improvestrengths, overcome weaknesses and capture opportunities 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)，從而尋找改進(jìn)的機(jī)會(huì)。 19. Set up systemsto capture guest feedback and present to?Management on a regular basis 建立顧客反饋系統(tǒng)，定期向上級(jí)匯報(bào)。 20. Institutesuitable processes to allow for introduction of managed change within thedepartment 建立恰當(dāng)?shù)某绦蛞源龠M(jìn)本部門管理創(chuàng)新。 21. Design internalreporting systems required by the department 按部門需要建立內(nèi)部報(bào)告系統(tǒng)。 22. Manage thedevelopment of new products and services 負(fù)責(zé)開(kāi)發(fā)新產(chǎn)品與服務(wù)。 23. Manager qualityimprovement 負(fù)責(zé)質(zhì)量改進(jìn)。 24. Handle andstore stock according to stock control procedures 按照庫(kù)存管控程序處理和儲(chǔ)備庫(kù)存。 25. Coordinate workoperations within the department 進(jìn)行部門內(nèi)部工作協(xié)調(diào)。 26. Developperformance standards for operations in the department 建立部門標(biāo)準(zhǔn)服務(wù)程序 27. Assess workoperations and prepare plans to implement change when required 評(píng)估工作表現(xiàn)，并在必要時(shí)制定調(diào)整計(jì)劃 28. Prevent andresolve grievances 調(diào)解和避免矛盾。 29. Recruitassociates together with Human Resources Manager 與人事部經(jīng)理一起招聘新員工。 30. Disciplinestaff when applicable 約束員工遵守紀(jì)律。 31. Provide ongoingadvice and support to staff under your supervision 給予所管轄的員工以不斷的建議和支持。 32. Implementappropriate management practices that provide staff motivation andcommunication 實(shí)施合適的管理方式給予員工動(dòng)力和溝通。 33. Ensure on-goingdepartmental training 負(fù)責(zé)部門培訓(xùn)。 34. Manage thedelivery of high quality service to guests 負(fù)責(zé)向客人提供高質(zhì)量的服務(wù)。 35. Manage thedevelopment and implementation of guest service strategies 負(fù)責(zé)建立并完成對(duì)客服務(wù)戰(zhàn)略。 36. Ensure guestneeds and reasonable requests are met 確保滿足客人需求和合理要求。 37. Seekopportunities to continually improve guest service 不斷地尋找機(jī)會(huì)提高對(duì)客服務(wù)質(zhì)量。 38. Identify VIP,Marriott member, regular and long staying guest, develop rapport to offerpersonalized service and assistance 確認(rèn)VIP貴賓、萬(wàn)豪會(huì)員、常規(guī)客人和長(zhǎng)住客人，并建立和諧的關(guān)系以提供個(gè)性化的服務(wù)與幫助。 39. Takeappropriate action to resolve guest complaints 采取恰當(dāng)?shù)姆绞教幚砜腿送对V。 40. Promote thehotel and Marriott Lin an product and service 促進(jìn)銷售酒店和萬(wàn)豪產(chǎn)品與服務(wù)的銷售。 41. ?Maintain a high level of product and serviceknowledge in order to explained sell services and facilities to guests 熟悉產(chǎn)品和服務(wù)知識(shí),以便向客人介紹和銷售服務(wù)和酒店設(shè)施。 42. Adhere to thehotel’s security and emergency policies and procedures 堅(jiān)持酒店安全制度、緊急情況處理規(guī)定和程序。 43. Log securityincidents and accidents in accordance with hotel requirements 按照酒店要求記錄安全日志和事故記錄。 44. Ensure a highlevel of cleaning is maintained in work area 保持維護(hù)所在工作區(qū)域的高度整潔。 45. Set team goalsin consultation with team members according to hotel / department goals,policies and practices 根據(jù)酒店/部門目標(biāo)、政策和實(shí)際情況與工作小組成員一起制定小組目標(biāo)。 46. Prepare andmaintain files, reports, letters, memorandums and other relevant businessdocumentation 準(zhǔn)備和維護(hù)檔案、報(bào)告、信函、備忘錄和其他相關(guān)業(yè)務(wù)資料。 47. Ensure allreporting and servicing deadlines are met on a timely basis 確保所有報(bào)告和服務(wù)都按時(shí)完成。 48. Abide by theservice standards 在工作中遵循服務(wù)標(biāo)準(zhǔn)。 49. Abide by theHotel’s Policies and Procedures, Marriott Code of Business Conduct and thehotel’s Associate Handbook. 遵守飯店的工作政策及程序，遵守萬(wàn)豪的商業(yè)行為規(guī)范以及員工手冊(cè)中的條款 50. Carry out othertasks as directed by your supervisors 完成你上級(jí)交待的其他任務(wù)。 51. Buildrelationship with local PSB officer. 跟當(dāng)?shù)爻鋈刖彻芾硭３至己霉ぷ麝P(guān)系。 52. Holding monthlyFO associates representative meeting, get feedback to all section managers forFO team’s spirit. 組織每月前廳各部門代表會(huì)議，并把相關(guān)建議和意見(jiàn)反饋給部門經(jīng)理。 53. Holding theweekly FO operation meeting with all section heads. 每周組織前廳各部門經(jīng)理營(yíng)運(yùn)會(huì)議。 54. Communicate andexchange the comments with FO section heads. 與各部門保持溝通和交換建議。

招聘崗位 西廚房實(shí)習(xí)生 崗位職責(zé) 1.熟悉部門工作細(xì)則和流程 2.能適應(yīng)輪班工作 3.執(zhí)行酒店的其他相關(guān)工作

1.確保自己的服飾、發(fā)型整潔、淡妝等方面符合規(guī)定的要求 2.熟悉預(yù)訂資料了解客情，尤其即將來(lái)店的貴賓、常客的姓名 3.為客人辦理登記入住，結(jié)帳離店，寄存領(lǐng)取行李，為客人提供準(zhǔn)確的問(wèn)詢信息 4.熟練前臺(tái)各項(xiàng)業(yè)務(wù)和技能，為客人提供優(yōu)質(zhì)服務(wù)，積極發(fā)展新會(huì)員以及推銷客房增加酒店收益 5.積極向來(lái)店賓客推銷酒店的產(chǎn)品與服務(wù) 6.詢問(wèn)客人入住體驗(yàn)，記錄客人意見(jiàn)和反饋并向上級(jí)匯報(bào) 7.完成領(lǐng)導(dǎo)交辦的其他事務(wù) 任職要 1.學(xué)歷大專及以上，形象氣質(zhì)佳，良好的英語(yǔ)口語(yǔ)能力 2.能接受夜班，工作積極主動(dòng) 3.性格開(kāi)朗，相貌端正，具有較強(qiáng)的服務(wù)意識(shí)和責(zé)任感

在對(duì)客服務(wù)時(shí)，首席禮賓司負(fù)責(zé)確保禮賓部團(tuán)隊(duì)服務(wù)的及時(shí)性和無(wú)縫對(duì)接，并為客人提供主動(dòng)且博學(xué)的服務(wù)。首席禮賓司還負(fù)責(zé)創(chuàng)新和推廣增進(jìn)賓客體驗(yàn)的理念，同時(shí)持續(xù)貫徹執(zhí)行酒店標(biāo)準(zhǔn)。確保指引和有效疏導(dǎo)進(jìn)出酒店的客人與車輛，對(duì)賓客提供必要的停車協(xié)助與服務(wù)保障所轄區(qū)域安全秩序良好。 崗位職責(zé)： ??酒店管理或相關(guān)專業(yè)的本科或?qū)？茖W(xué)歷 ??在知名國(guó)際酒店內(nèi)從事至少三年類似崗位的經(jīng)驗(yàn) ??熟悉并掌握Opera酒店管理系統(tǒng)和各類辦公軟件 ??優(yōu)秀的中英文聽(tīng)說(shuō)讀寫能力 ??金鑰匙會(huì)員 ??與本地市場(chǎng)有緊密的聯(lián)系

企業(yè)介紹 ? ? ? ?萬(wàn)達(dá)酒店及度假村始于2007年，秉承“以人為本，關(guān)愛(ài)每位員工，溫暖每位客人，盡責(zé)每位合作伙伴”的核心價(jià)值觀，及“務(wù)實(shí)創(chuàng)新，發(fā)揚(yáng)華文化”的公司理念，致力于成為具有價(jià)值、以酒店為核心的資產(chǎn)管理公司。萬(wàn)達(dá)酒店及度假村是打通酒店開(kāi)發(fā)、建設(shè)及管理的全產(chǎn)業(yè)鏈公司，涵蓋酒店設(shè)計(jì)、酒店建設(shè)、酒店管理三大核心板塊。萬(wàn)達(dá)酒店及度假村旗下?lián)碛猩萑A酒店-萬(wàn)達(dá)瑞華酒店、豪華酒店-萬(wàn)達(dá)文華酒店、超高端酒店-萬(wàn)達(dá)嘉華酒店、高端優(yōu)選酒店-萬(wàn)達(dá)錦華酒店、中高端生活方式酒店-萬(wàn)達(dá)美華酒店等酒店品牌。萬(wàn)達(dá)酒店及度假村目前擁有已開(kāi)業(yè)酒店170余家，籌建及待開(kāi)業(yè)酒店300余家，覆蓋全球200余座城市。 ? ? ? ? 中央呼叫中心是萬(wàn)達(dá)酒店及度假村客戶專屬的服務(wù)部門，業(yè)務(wù)涵蓋酒店預(yù)訂、服務(wù)咨詢、客訴管理等，旨在提升對(duì)客服務(wù)品質(zhì)及滿意度。 工作職責(zé) 1、接聽(tīng)400全國(guó)服務(wù)熱線，回復(fù)在線客服，解答處理會(huì)員及客人咨詢、預(yù)訂和投訴； 2、接聽(tīng)全國(guó)酒店來(lái)電，解答處理酒店一線員工的問(wèn)題和業(yè)務(wù)申請(qǐng)； 3、處理客人的各類疑難問(wèn)題、升級(jí)投訴等，維護(hù)和提高客人滿意度； 4、對(duì)客人的投訴建議進(jìn)行總結(jié)和反饋，跟蹤治理責(zé)任酒店和部門，督促整改； 5、對(duì)客人各類回訪工作，搜集客人意見(jiàn)和建議； 6、其他上級(jí)主管分配的工作。 崗位要求 1、酒店管理相關(guān)專業(yè)優(yōu)先； 2、有酒店業(yè)及客服工作經(jīng)驗(yàn)者優(yōu)先； 3、有較強(qiáng)溝通能力、協(xié)調(diào)能力及抗壓能力； 4、熟練掌握辦公軟件; 5、學(xué)歷大專及以上。

崗位職責(zé)： 1.全面負(fù)責(zé)酒店前臺(tái)日常運(yùn)營(yíng)管理工作，確保前臺(tái)服務(wù)高效、專業(yè)、有序進(jìn)行; 2.制定并優(yōu)化前臺(tái)接待流程與服務(wù)標(biāo)準(zhǔn)，監(jiān)督執(zhí)行情況并持續(xù)改進(jìn)服務(wù)質(zhì)量; 3.處理客人投訴及突發(fā)事件，及時(shí)解決各類問(wèn)題，維護(hù)酒店形象與客戶滿意度; 4.負(fù)責(zé)前臺(tái)員工排班、培訓(xùn)及績(jī)效考核，提升團(tuán)隊(duì)業(yè)務(wù)能力與服務(wù)意識(shí); 5.協(xié)調(diào)與其他部門（如客房、餐飲等）的工作對(duì)接，確保跨部門協(xié)作順暢; 6.監(jiān)督前臺(tái)賬務(wù)管理，確保收銀、發(fā)票開(kāi)具等流程規(guī)范準(zhǔn)確; 7.定期分析前臺(tái)運(yùn)營(yíng)數(shù)據(jù)，提出改進(jìn)建議并落實(shí)執(zhí)行; 8.完成領(lǐng)導(dǎo)安排的其他工作任務(wù)。 任職條件： 1.2年及以上同崗位工作經(jīng)驗(yàn)； 2.具備優(yōu)秀的服務(wù)意識(shí)與職業(yè)素養(yǎng)，能承受高強(qiáng)度工作壓力; 3.具備出色的溝通協(xié)調(diào)能力，能妥善處理客戶關(guān)系及團(tuán)隊(duì)管理; 4.熟練使用酒店管理系統(tǒng)及辦公軟件； 5.具備較強(qiáng)的突發(fā)事件處理能力與應(yīng)變技巧; 6.普通話流利，英語(yǔ)基礎(chǔ)溝通能力良好； 7.形象端正，具備良好的職業(yè)儀表與行為規(guī)范。 8.具有優(yōu)良的服務(wù)意識(shí)和敬業(yè)精神，能夠適應(yīng)倒班工作制。

前臺(tái)接待主要負(fù)責(zé)確保為所有客人提供賓客服務(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。 ?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。 ?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。. ?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)。 ?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(wèn)時(shí)，高效和準(zhǔn)確的回復(fù)客人。 ?完成每日房間房間銷售升級(jí)和雅高心悅界會(huì)員招募的目標(biāo)。 ?遵守酒店關(guān)于前廳部的所有制度，例如鑰匙管理制度等。

崗位職責(zé)： 前臺(tái)接待： 1.在前臺(tái)提供禮貌和高效的服務(wù)； 2.為到達(dá)和離店客人辦理登記和退房手續(xù)； 3.在賬單系統(tǒng)中修正、更新住店客人的活頁(yè)檔案； 4.正確地安排到達(dá)客人所需要的房間； 5.根據(jù)“團(tuán)隊(duì)指引”，為到達(dá)和離店團(tuán)隊(duì)作好所有必需的準(zhǔn)備； 6.保證按管理層要求做好每日?qǐng)?bào)表和統(tǒng)計(jì)表； 7.保證每個(gè)備用金有足夠的流通現(xiàn)金，并經(jīng)常進(jìn)行檢查以免短缺； 8.分別與有關(guān)公司、團(tuán)隊(duì)、客人等再次確認(rèn)所有的到達(dá)預(yù)訂； 9.嚴(yán)格控制所有的客房鑰匙，如有異常應(yīng)向上級(jí)主管匯報(bào)； 10.完成領(lǐng)導(dǎo)安排的其他工作任務(wù)。 任職條件： 1.不超過(guò)35周歲； 2.1年及以上相關(guān)崗位工作經(jīng)驗(yàn)； 3.熟練掌握前臺(tái)業(yè)務(wù)知識(shí)，熟練運(yùn)用前臺(tái)操作系統(tǒng)及辦公軟件； 4.待人熱情友好，在工作中能始終保持微笑服務(wù)，認(rèn)真細(xì)致，有責(zé)任心； 5.普通話流利，英語(yǔ)基礎(chǔ)溝通能力良好； 6.身體健康，精力充沛，形象氣質(zhì)佳； 7.具有優(yōu)良的服務(wù)意識(shí)和敬業(yè)精神，能夠適應(yīng)倒班工作制。

?Responsible for answering and processing all phone calls directed to the Call Centre. All calls must be answered with a smile in your voice and processed with service with poise. Where necessary follow up must be performed to ensure guests tasks are completed within target timelines. A full up to date working knowledge of the hotel services and local information is required. A thorough understanding of the daily use of all information systems including the PMS, Micros, PABX and the FCS is required. 責(zé)任于接聽(tīng)和處理所有服務(wù)中心的電話。接聽(tīng)所有電話必須帶著微笑并提供真誠(chéng)的服務(wù)。執(zhí)行所有需要跟進(jìn)的事宜以確保在規(guī)定時(shí)間內(nèi)完成規(guī)定的任務(wù)。要求擁有充分酒店服務(wù)和當(dāng)?shù)匦畔⒌闹R(shí)。要求全面了解日常信息系統(tǒng)的使用，包括PMS, Micros, PABX和FCS。 ? Ensure the delivery of friendly and efficient guest service with poise while speaking with a smile in your voice. 聲音中帶著微笑，確保提供友好，友善的真誠(chéng)服務(wù)。 ? Be knowledgeable about hotel accommodation, restaurants & bars and other facilities & services. 了解酒店住宿，餐廳酒吧以及其他設(shè)施服務(wù)。 ? Process jobs using FCS and follow up as necessary to ensure tasks are processed to meet target service delivery timelines. 運(yùn)用FCS進(jìn)行工作，在有必要的情況下跟進(jìn)以確保在規(guī)定時(shí)間內(nèi)完成任務(wù)。 ? Handle dissatisfied guests to resolve complaints and request assistance from other departments when necessary. 處理賓客對(duì)于不滿意的投訴并在有必要的情況下向其他部門提出協(xié)助的要求。 ? Participate in the Call Centers weekly audit program to continually improve individual and department performance.

主要負(fù)責(zé)服務(wù)中心日常班次運(yùn)營(yíng)以及預(yù)訂日常工作。同時(shí)服務(wù)中心主管將保證當(dāng)班班次使用所有的軟件為客人提供最滿意的服務(wù)。除此之外，服務(wù)中心主管需要定期維護(hù)和清潔部門設(shè)施設(shè)備。 崗位職責(zé)： ?保持對(duì)客服務(wù)的效率性，并保證滿足客人需求的準(zhǔn)確性。 ?保證為所有電話和房間預(yù)訂需求提供一站式服務(wù)，賓客電話不會(huì)被轉(zhuǎn)接。 ?保證所有客人提供友善和準(zhǔn)時(shí)的叫醒服務(wù)。 ?保證酒店內(nèi)所有客人需求都能被有效并及時(shí)的處理和傳達(dá) ?保證高效協(xié)助客房餐飲、餐廳預(yù)訂、客房部、健身中心預(yù)訂及工程部的職能。 ?保證工作安全，客人和人才信息安全。 ?協(xié)助服務(wù)中心經(jīng)理監(jiān)管部門日常工作的運(yùn)作。 ?高效管理服務(wù)中心辦公室的所有工作流程。 ?安排服務(wù)中心人才每日排班。 ?充分了解酒店產(chǎn)品知識(shí)，包括酒店房間類型、房?jī)r(jià)、餐飲、水療和健身俱樂(lè)部。 ?在任何時(shí)候都有清晰地銷售策略意識(shí)，房?jī)r(jià)和預(yù)訂的情況。 ?和財(cái)務(wù)審計(jì)部門和各個(gè)渠道審計(jì)部門準(zhǔn)時(shí)準(zhǔn)確的核查各個(gè)渠道的預(yù)訂費(fèi)用和傭金。 ?與酒店的各個(gè)部門保持緊密的工作聯(lián)系。

主要專注于大堂，同時(shí)為前臺(tái)、賓客服務(wù)中心、行政俱樂(lè)部和禮賓部的日常運(yùn)營(yíng)提供工作支持，并通過(guò)協(xié)助管理層完成部門日常管理工作來(lái)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。 崗位職責(zé)： ??酒店管理或相關(guān)專業(yè)的本科或?qū)？茖W(xué)歷 ??在知名國(guó)際酒店內(nèi)從事至少兩年類似崗位的經(jīng)驗(yàn) ??熟悉并掌握Opera酒店管理系統(tǒng)和各類辦公軟件 ??優(yōu)秀的中英文聽(tīng)說(shuō)讀寫能力 ??了解如何管理賓客體驗(yàn)系統(tǒng)，并可熟練使用報(bào)表工具對(duì)其進(jìn)行分析

確保對(duì)行政樓層的客人提供最高水準(zhǔn)的服務(wù)，同時(shí)還負(fù)責(zé)在客房和餐飲方面始終如一地提供最個(gè)性化和最完美的服務(wù)并標(biāo)準(zhǔn)的同時(shí)，維護(hù)所有行政樓層客人的服務(wù)和滿意度。 崗位職責(zé)： ?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。 ?保證每日早餐及雞尾酒時(shí)間內(nèi)，行政俱樂(lè)部的食品、飲料需要充足供應(yīng)。 ?確?！妒称钒踩c衛(wèi)生標(biāo)準(zhǔn)》被百分之百的執(zhí)行。 ?完善客戶資料，并始終如一的與客人保持良好關(guān)系，根據(jù)酒店服務(wù)準(zhǔn)則，處理客人的所有投訴,要求和問(wèn)題. ?保持給客人提供個(gè)性化服務(wù)以提升客人體驗(yàn)。 ?掌握行政俱樂(lè)部每日預(yù)抵和預(yù)離的客人，并在客人入住或離店時(shí)提供熱情的歡迎或送別。