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崗位職責(zé)/職位描述

Primary Responsibilities主要職責(zé)

• Coordinates management of the Front Desk, Executive Floor, Concierge to ensure a smooth operation and the highest level of guest satisfaction.
• Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
• Understands SOP and PNP of other operation departments to oversee the hotel operation during absence of hotel management team.
• Develop own knowledge and skills as a contributing member of the Front Office management team.
• Conducts daily pre-shift briefings to talents on room occupancy, arrival and departures, functions/ event and special attention that is needed.
• Ensure all accounting procedures are adhered to throughout the department.
• Ensures clear communication within departments.
• Carry out disciplinary actions in line with hotel procedures.
• Well patrol lobby, monitor all service in lobby within standard and polite way.
• Master all emergency procedures and well handle crisis management.
• Management of the guest service experience / personalization.
• Professional to handle guest complaints and record.

• Maintain the close relationship with guest and ensure the guest is satisfy consistently.

• 協(xié)調(diào)前臺、行政樓層、禮賓部等部門的工作，以確保運(yùn)營順暢及客人滿意度。
• 通過交班會、日志、電子郵件和部門運(yùn)營會議等形式，為各個班次和運(yùn)營提供相關(guān)信息。
• 理解并掌握其他運(yùn)營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。
• 發(fā)展個人的知識與技能成為前廳部管理團(tuán)隊的一員。
• 組織每天所在班次的例會，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以及需要特別注意的事件。

• 確保所有財務(wù)制度在部門內(nèi)被嚴(yán)格執(zhí)行。
• 確保部門內(nèi)的溝通順暢。
• 按照酒店規(guī)章制度對不合適的行為采取相應(yīng)措施。
• 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。
• 掌握各種應(yīng)急程序，有效進(jìn)行各種危機(jī)處理。
• 確保個性化服務(wù)以提升客人體驗。
• 專業(yè)的處理賓客投訴并記錄匯報。
• 維護(hù)與客人之間親近的關(guān)系，確保客人始終如一的滿意。

Knowledge and Experience知識和經(jīng)驗

• Diploma or Degree preferably in hospitality or related field.
• Minimum two (2) years relevant experience in a similar position in a renown international hotel brand.
• PMS and Office software knowledge.
• Excellent oral and written skills in Mandarin and English.
• How to manage guest experience, understands and can use reporting RPS, etc.
• Strong organizational & leadership skills.
• Excellent interpersonal & communication skills.
• Service oriented with an eye for details.
• Confidently able to resolve problems and make decisions.
• Effective management style, hands-on and approachable.
• Proven effective development of others, great motivator.
• 酒店管理或相關(guān)專業(yè)的本科或?qū)？茖W(xué)歷。
• 在知名國際酒店內(nèi)從事至少兩年類似崗位的經(jīng)驗。
• 熟悉并掌握Opera酒店管理系統(tǒng)和各類辦公軟件。
• 優(yōu)秀的中英文聽說讀寫能力。
• 了解如何管理賓客體驗系統(tǒng)，并可熟練使用報表工具對其進(jìn)行分析。
• 優(yōu)秀的組織能力和領(lǐng)導(dǎo)能力。
• 優(yōu)秀的人際關(guān)系和溝通能力。
• 以服務(wù)為導(dǎo)向的敏銳洞察。
• 自信的解決問題與決策的能力。
• 有效的管理風(fēng)格，親力親為，平易近人。
• 善于發(fā)展他人及卓越的激勵能力。