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崗位職責/職位描述

Duties and Responsibilities工作職責

· Perform all duties as Senior Lobby host, including additional duties as follows::

完成所有Senior Lobby host的工作職責，及以下工作職責

· Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

直接向前廳部經理匯報并就所有與賓客服務及酒店運作相關的問題進行溝通

· Provides functional assistance and direction to all departments.

向所有部門提供功能性支持和指導

· Cooperates, coordinates and communicates with other hotel departments as required.

按需要與酒店其它部門進行合作、協調和溝通

· Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

對各種狀況做出反應，以確保來賓被及時的禮貌接待并得到充分的注意和重視

· Responds to guest needs and resolves related problems

就客人的需求做出反應并解決相關問題

· Supervises and directs lobby personnel.

對接待部和預訂部工作人員進行監督和指導

· Supports and assists Front Office personnel and all departments at peak periods.

在高峰期向前廳部工作人員和其它所有部門提供支持和協助

· Ensures VIPs and priority club guests receive special attention

保證貴賓和優悅會會員受到特別關照

· Assist Lobby Host in greeting, rooming, and sending off VIP guests.

協助客戶關系主任，迎接客人，安排客人到房間并送重要客人離開。

· Inspects front office and back of house regularly for cleanliness.

定期檢查一線各部門和二線各部門的清潔狀況

· Assists in greeting, rooming, and sending off VIP guests.

協助客戶關系部門迎接貴賓，為其安排房間并在其離店時送行

· Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

監督員工的行為、制服穿著、衛生和外表形象

· Provides input for Front Office meetings.

為前廳部會議提供信息

· Promotes inter-hotel sales and in-house facilities.

促進店際銷售及推銷酒店內的設施

· Checks billing instructions and monitors guest credit

檢查結帳說明并監督客人信用情況

· Analyses and approves discounts and rebates.

分析和批準打折相關事宜

· Analyses the rate variance report to ensure rooms revenue control

分析房價差異報告以保證控制客房收入

· Takes action with the Property Management Systems (PMS) in emergency situation.

在緊急情況下使用酒店管理系統（PMS）

· Fully conversant with all hotel emergency procedures.

熟知酒店緊急情況所有處理程序

· Night staff check mail, message of expected guests against the system/computer and expected arrivals

夜班時，查看預期抵達客人的郵件、信息。

· Handle all Complaints 

處理所有投訴。

· Ensure working of all Front Office Policies and Procedures when night staff

夜班時，確保所有前廳接待工作的政策和程序

· Ensure effective shift hand-over

確保有效的交接工作。

· Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures

掌握前廳接待系統的知識和技能程序備份和系統恢復程序。

· Efficient check in and check out process

提供有效的登記和退房程序。

· Review and monitor early morning wake up procedures

檢查清早叫醒程序。

· Post room charges

入房帳。

· Maintain correct guest registration cards

保持正確的住客登記單。

· Maintain current Hotel information 

更新酒店最新消息。

· Review arrival lists

檢查到達客人報表。

· Operate communication equipment

操作通訊設備。

· Conduct Credit card checks

管理檢查行用卡。

Required Skills –

技能要求

· 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; fluent in both written and spoken English

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 and organizational abilities

具有解決問題和組織能力

Qualifications –

學歷

· Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent

具有酒店行政管理，酒店管理或相關的學士學位或大專水平

Experience –

經歷

· 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.  

· 擁有2年前廳或賓客服務工作經驗，包括管理經驗，或與此相當的教育和相關工作經驗結合的背景。