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崗位職責(zé)/職位描述

Deliver Friendly and Efficient Front Desk Service

提供友善高效的前臺(tái)服務(wù)

·?Ensure LQA standards are implemented and delivered to every guest.

在對(duì)客服務(wù)中遵守和執(zhí)行LQA。

·?Implement up-selling and LCAH member enrollment, to maximize room revenue & guest loyalty.

執(zhí)行前臺(tái)房間銷售升級(jí)和雅高樂(lè)雅會(huì)會(huì)員招募計(jì)劃，以擴(kuò)大收益和客人忠實(shí)度。

·?Honesty?is a work basis, ensure implement on work with honesty?all times.

以誠(chéng)信為工作基本，在任何時(shí)候都需要誠(chéng)實(shí)的執(zhí)行酒店所有財(cái)務(wù)制度。

·?Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.

掌握酒店產(chǎn)品知識(shí)，確保貴賓及活動(dòng)信息的時(shí)效性和準(zhǔn)確性。

·?Ensures a high level of product knowledge of hotel and local area to provide an information service for guest.

掌握酒店產(chǎn)品和當(dāng)?shù)厍闆r的高度了解，以便為客人提供信息咨詢服務(wù)。

·?Completed the details of conference or group resumes are met.

完成團(tuán)隊(duì)接待，檢查團(tuán)隊(duì)操作的細(xì)節(jié)需要達(dá)到客人要求。

·?Ensure and maintain the PSB upload is accurately.

掌握和保證前臺(tái)外事傳輸?shù)恼_性。

·?Maintains information security standards compliance of Front Office at 100%.

確保所有信息安全標(biāo)準(zhǔn)都被百分之百的執(zhí)行。

·?The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.

如有必要，該部門(mén)有權(quán)更改或補(bǔ)充該職位描述。

·?Carries out any other reasonable duties and responsibilities as assigned.

完成任何其他合理的職責(zé)和被指派的職責(zé)。

Provide Guests’?Experiences that Exceed Guests’?Expectations

為客人帶來(lái)超越期待的入住體驗(yàn)

·?Provide the personalize the guest arrival/departure experience

為客人提供個(gè)性化的到店及離店體驗(yàn)。

·?Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays.

預(yù)知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會(huì)被一直滿足。

·?Full utilization of?all kinds of systems?to embrace guest experience.

充分利用各類酒店管理系統(tǒng)和軟件以提高賓客體驗(yàn)。

·?Accuracy in link of reservations requirement to room allocation/guest needs

根據(jù)預(yù)訂信息準(zhǔn)確地為客人安排房間及滿足合理需求。

·?Liaison between Front Office departments and rest of hotel effective for guest experience.

在前廳部與酒店其他部門(mén)之間有效的溝通來(lái)提高賓客體驗(yàn)。

·?Focuses on the stay experience for LCAH members.

致力于提升雅高樂(lè)雅會(huì)會(huì)員的入住體驗(yàn)。

Work as Part of the Front Desk Team?

作為前臺(tái)運(yùn)營(yíng)團(tuán)隊(duì)的一員

·?Ensures the Front Desk Supervisor or Duty Manager is kept fully aware of any relevant feedback from wither customers or other departments.

保證將任何來(lái)自客人或其它部門(mén)的反饋及時(shí)并準(zhǔn)確地匯報(bào)給前臺(tái)主管及值班經(jīng)理。

·?Implement all?Front Desk?Policies and Procedures are adhered.

嚴(yán)格執(zhí)行前臺(tái)各項(xiàng)政策與程序。

·?Ensure cleanliness and appearance of lobby and related areas.

保持大堂及相關(guān)區(qū)域的清潔和外觀符合品牌標(biāo)準(zhǔn)。

·?Implement the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.

執(zhí)行健康與安全政策，以確保安全的工作環(huán)境；同時(shí)熟悉了解安全及緊急程序。

·?Verifies that all information requested by the local police authorities are adhered to and prepared accurately.

確保由當(dāng)?shù)貓?zhí)法部門(mén)所要求的全部事項(xiàng)都被嚴(yán)格遵守并實(shí)行。

·?Ensures clear communication within departments.

保持部門(mén)內(nèi)的溝通順暢。

·?Initiate action to correct a hazardous situation and notify ERT of potential dangers.

在發(fā)現(xiàn)安全隱患時(shí)采取行動(dòng)并通知危機(jī)處置團(tuán)隊(duì)。

Involvement in Wider Job Function Actions/Relationships

進(jìn)一步拓展工作職能

·?Handles guest and talent enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.

禮貌且高效地處理客人及人才的要求，遇到投訴或問(wèn)題，如不能馬上找到解決辦法，要向上級(jí)報(bào)告

·?Participate in training activities to improve knowledge & skills.

參加各項(xiàng)培訓(xùn)來(lái)增加自身的知識(shí)和技能。

·?Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.

熟悉和掌握財(cái)物安全、急救、火災(zāi)及緊急程序，并確保能夠安全的使用相關(guān)設(shè)備。

·?Maintains positive guest and colleague interactions with good working relationships.

與客人和同事保持基于良好工作關(guān)系的接觸。

·?Learn to seek feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment.

學(xué)習(xí)尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來(lái)解決問(wèn)題。

·?Being good at work summing up, sharing working experience with team and bring up the suggestions to improve work skills. ?

善于做工作總結(jié)，與同事分享工作體驗(yàn)并提出改進(jìn)的建議。

Main Complexity/Critical Issues In The Job主要復(fù)雜/關(guān)鍵工作事項(xiàng)

·?Efficiency of check in/check out process, accuracy in retrieval of guest data and billing

保證客人入住及離店手續(xù)的效率性，同時(shí)保證客人信息與賬目的準(zhǔn)確性。

·?Honesty to all accounting procedures is adhered to throughout the department, including monitoring guest balance and city ledger accounts.

誠(chéng)信的保證在部門(mén)工作中嚴(yán)格執(zhí)行酒店所有財(cái)務(wù)制度。

·?Maintaining good customer relationship. Implement for the provision of friendly and efficient service to all guests.

與客人建立并保持良好的關(guān)系。負(fù)責(zé)提供給客人友善、有效的服務(wù)。

·?Knowledgeable about all events and information of the immediate and surrounding area, provide an efficient and accurately information to guest when guest inquired.

熟知酒店周邊區(qū)域所有各項(xiàng)活動(dòng)和信息，并在客人詢問(wèn)時(shí)，高效和準(zhǔn)確的回復(fù)客人。

·?Implement on daily upsell goal and member enrollment goal.

完成每日房間房間銷售升級(jí)和雅高樂(lè)雅會(huì)會(huì)員招募的目標(biāo)。

·?Complies with all hotel policies relating to Front Office, such as room key police, etc.

遵守酒店關(guān)于前廳部的所有制度，例如鑰匙管理制度等。

·?Ensures high standards of personal presentation & grooming.

始終維持高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。