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崗位職責/職位描述

Primary Responsibilities主要職責

·Coordinates management of the Front Desk, Executive Floor, Concierge and Service Center 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.

·Professioal to handle guest complaints and record.

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

• 協調前臺、行政樓層、禮賓部和總機等部門的工作，以確保運營順暢及客人滿意度。
• 通過交班會、日志、電子郵件和部門運營會議等形式，為各個班次和運營提供相關信息。
• 理解并掌握其他運營部門的操作程序與規章制度以便在酒店管理層不在的情況下監督其他部門的運營。
• 發展個人的知識與技能成為前廳部管理團隊的一員。
• 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。

• 確保所有財務制度在部門內被嚴格執行。
• 確保部門內的溝通順暢。
• 按照酒店規章制度對不合適的行為采取相應措施。

• 良好管理大堂區域，確保所有服務按照服務標準并禮貌有序。
• 掌握各種應急程序，有效進行各種危機處理。
• 確保個性化服務以提升客人體驗。
• 專業的處理賓客投訴并記錄匯報。
• 維護與客人之間親近的關系，確保客人始終如一的滿意。

Knowledge and Experience知識和經驗

• 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
• 酒店管理或相關專業的本科或專科學歷。
• 在知名國際酒店內從事至少兩年類似崗位的經驗。
• 熟悉并掌握Opera酒店管理系統和各類辦公軟件。
• 優秀的中英文聽說讀寫能力。
• 了解如何管理賓客體驗系統，并可熟練使用報表工具對其進行分析。

• 優秀的組織能力和領導能力。
• 優秀的人際關系和溝通能力。
• 以服務為導向的敏銳洞察。
• 自信的解決問題與決策的能力。
• 有效的管理風格，親力親為，平易近人。
• 善于發展他人及卓越的激勵能力。