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崗位職責/職位描述

Primary Responsibilities主要職責

·Prepares duty rosters for the Resort Hosts.  Ensure the Reception and Switchboard are properly manned at all time.

·Able to perform all duties as highlighted in the Job Descriptions and Job Specifications of the Resort Hosts and Telephone Operators.

·Co-ordinate group movements, preparations and maintaining correct billings.

·Constant monitoring of the mise-en-place (forms, stationeries etc.), service procedures, standards of cleanliness and hygiene, repair and maintenance, and employee grooming.

·To carry out administrative requirements as directed.

·To maintain safe and hygiene work places.

·Must be visible in the lobby during busy periods (check-in/out, high occupancy).

·Handles and follow through any guests complaints, and take corrective measures to avoid repetition.

·Act as a link between Management and line staff in order to ensure efective communication.

·Coaches, counsels, disciplines and develops Resort Hosts and Telephone Operators.

·Assists in the selection, training and evaluation of Resort Hosts and Telephone Operators.

·Continuously seeking for initiatives to improve operational procedures and service standards.

·To maintain all records for the purpose of legal and governmental purposes.

·安排員工上班班次，以確保前臺和總機任何時候都有員工為客人服務。

·能夠讓前臺接待和總機話務員履行自己的職責。

·對賬調賬確保賬單的正確。

·工作布置到位（表格，文具等），做好服務程序，清潔衛生，維修保養和員工的培養。

·落實行政要求指示。

·維護工作場所的安全和衛生。

·在繁忙時段必須在大堂堅守自己的崗位。（抵離時間，高住房率）。

·處理客人投訴，并采取補救措施，以避免重復投訴。

·做好管理層與前線員工之間的聯系，以確保有效的溝通。

·以科學的方法教授與勸勉下屬員工的發展。

·協助甄選，對員工進行培訓和評估。

·不斷尋找方法，改善運作程序和服務標準。

·保證各種記錄符合法律及政府的規定。

Knowledge and Experience知識和經驗

·More than 2 years experience in the FD

·Good mandarin and English language skills 

·Good communication skills 

·Good knowledge of Front Office, OPERA Reservation Systems and Microsoft Office are essential

·Ability to cope with pressure 

·Able to lead, motivate, develop and train the team

·2年以上前臺崗位工作經驗

·良好的中英文語言技能

·良好的溝通能力

·前廳系統和軟件使用等方面實踐知識豐富

·抗壓力強

·有能力領導，激勵，培訓部門員工