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崗位職責/職位描述

Duties and Responsibilities工作職責

·???????? Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition

·???????? 監督前廳部員工，以確保來賓被及時的禮貌接待并得到充分的注意和重視

·???????? Monitor Front Office and particularly Guest Relations personnel, to ensure IHG Rewards Club, known repeat guests and other VIPs receive special attention and recognition

·???????? 監督前廳部，特別是客戶關系人員，以確保IHG優悅會會員、常客和其它貴賓得到特別關照和尊重

·???????? Control the availability of rooms, rooms types, accuracy of room count and rate categories

·???????? 管理房間空余情況、房間類型、房間出租率和價格類型的準確性等

·???????? Maximize occupancy, revenue and average rate while maintaining high service standards

·???????? 在保持服務的高標準的同時將入住率、收益和平均價格最大化

·???????? Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to

·???????? 與客房部聯系，保持客房形象，并遵守“到店即可入住”的政策

·???????? Turn away guests if occupancies deem it necessary ensuring no good-will is lost

·???????? 如無房則婉拒來客，以免喪失信譽

·???????? Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met

·???????? 與行政管家緊密聯系，以確保客人的特殊需要、關于各類用品的需要和其它與客房相關的需要得到滿足

·???????? Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

·???????? 掌握信用政策和程序，并與財務部密切聯系，以確保信用程序的完全執行

·???????? Know system recovery procedures

·???????? 掌握系統復原程序

·???????? Interpret computer reports

·???????? 分析電腦報告

·???????? Compile statistics for front office and provide reports relating to that area

·???????? 為前廳部整編統計數字并提供與之相關的報告

·???????? Continually check the accuracy of room count

·???????? 不斷檢查房間出租率的情況

·???????? Approve upgrades and special amenities in absence of manager

·???????? 批準房間的免費升級及特殊設備的使用

·???????? Maintain inter-departmental relationships to ensure seamless customer service

·???????? 保持各部門之間的關系以確保對客服務暢通

·???????? Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

·???????? 經常到大廳、接待處和收銀臺檢查其整潔情況，并在貴賓到來前對貴賓房進行抽查

·???????? Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

·???????? 在考慮項目入住情況和預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為前廳部員工準備高效的工作計劃，安排節日和假日

·???????? Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

·???????? 保持部門員工的行為、裝束、衛生、制服穿著、外表和儀態標準

·???????? Provide input for Front Office Departmental Meetings and deputizes in cases of absence

·???????? 參加前廳部部門會議并在缺席的情況下負責代理

·???????? Promote Inter-hotel sales and in house facilities

·???????? 促進店際銷售及完善內部設施

·???????? Works with Superior and Human Resources on manpower planning and management needs

·???????? 與上級領導和人力資源部一起進行人力規劃和管理需求。

·???????? Works with Superior and Director of Finance in the preparation and management of the Department’s budget.

·???????? 與上級領導和財務總監一起編制和管理部門預算。

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QUALIFICATIONS AND REQUIREMENTS任職要求

·???????? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

·???????? 擁有在與他人交往時大多數時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。

·???????? Good writing skills

·???????? 具有良好寫作技能

·???????? Proficient in the use of Microsoft Office and Front Office System

·???????? 熟練使用微軟辦公軟件和前臺系統

·???????? Problem solving, reasoning, motivating, organizational and training abilities

·???????? 具有解決問題，推理，號召，組織和培訓能力

·???????? Strong Leadership skills in managing teams

·???????? 在管理隊伍中有具很強的領導技能

·???????? Ability to manage complex relationships

·???????? 管理復雜關系的能力