崗位職責/職位描述

To supervise the Front Office all units activities during the shift and handle guest relations and requests. Act as Duty Manager in the absence of senior management and department heads.當班時管理前廳部各崗位工作，并處理賓客關系和要求；當酒店高級管理人員和部門經理不當班時承擔值班經理角色。
1.Be responsible for night duties; carry out hotel night audit according procedure.負責夜間值班，根據具體操作程序完成夜間審計工作。
2.Familiar with Front Office Policy and Procedures.熟悉前廳部各部門服務標準及操作程序。
3.Maintain good knowledge of Hilton HHonors program, ensuring correct handling and actively participates in enrolling new members.熟悉希爾頓榮譽客會計劃，確保正確處理并積極發展新會員。
4.Maintain good working relations with all departments.與所有部門保持良好的工作關系。
5.Review arrival information on a daily basis; VIP, Hilton HHonors, Regular guests, Groups, special requests etc.檢查當日抵店客人信息，包括VIP貴賓、希爾頓榮譽客會、常住客、團隊以及其他特別要求的預定。
6.Conduct VIP room inspections with particular emphasis on cleanliness and standard set up. Make sure the amenity was property set up. 負責檢查貴賓房間，確保房間清潔并按照標準布置房間，確保歡迎品送至房間。
7.Meet VIPs, HH, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory.接待VIP貴賓、希爾頓榮譽客會、常住客和長住客，并確保他們滿意入住。
8.Well handling claimed reservations and turn-away.處理好無法發現預訂記錄和酒店客滿時婉拒客人入住的情況。
9.Carry out inspection of other hotel areas regularly, including lobby cleanness,負責檢查酒店區域，包括大堂清潔，燈光，音樂以及正門車輛疏導。
10.Ensure that all associates comply with the grooming and uniform standards.確保員工儀容儀表符合標準。
11.Checks discrepancies and out-of-order rooms, to ensure correct room status at all the times.檢查房態差異報告以及維修房狀態，始終確保房態的準確性。
12.Handling due out room.處理預退房間。
13.Conduct department briefing.組織部門交班會。
14.Assist in resolving accounting matters, disputes, missing back-ups etc.協助解決帳目問題、爭議、丟失的備份等。
15.Represent Management in all guest related issues in the best possible way.以最 佳的狀態代表酒店管理層處理與客人相關的一切事宜。
16.Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments.處理客人要求并親自協調相關部門，保證滿足客人的合理要求。
17.Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed.做好賓客投訴記錄并采取措施避免賓客帶著不滿的情緒離開酒。必要時從上級管理者尋求幫助。
18.Manage guests’ communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Brand Standard timings. Make sure all guest complaints can be solved within 24 hours.及時有效的和賓客溝通，確保給顧客及時的答復。每個客人的投訴要求必須要在二十四小時內解決。
19.Log all incidents of importance and guest comments in GSM Log for Management.在賓客服務經理記錄簿上記錄所有重要事件和客人評論并上報上級管理者。
20.Assist in investigating and resolving written guest complaints.協助調查和解決客人的書面投拆。

任職資格：

1.Coordinate night shift staff, safety, customer complaints and emergency response, ensure service quality and operational safety during night shifts, adapt to night shift schedule, with strong emergency handling and stress resistance capabilities.能夠統籌夜間人員、安全、客訴及應急處理，保障夜班期間服務質量與運營安全，適應夜班作息，具備較強應急處置與抗壓能力。
2.Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.能有效的用英語溝通交流。
3.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.擅長于處理賓客關系，能快速有效的應對各種問題。
4.Interpersonal skills to provide overall guest satisfaction.
以較強的人際交往能力提高客人滿意度。
5.Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.優越的數據理解性，能對日常營運的數據給予合理恰當的解釋。
6.Thorough organization and supervisory skills proficient in accomplishing the task.組織管理與督導技能。
7.Ability to work under pressure and deal with stressful situations during busy periods.能在強壓下勝任工作。