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崗位職責/職位描述

Maintain the Friendly and Efficient Service in Front Desk

保持友善和高效前臺服務

·?Co-ordinate all arrivals and departures, monitoring waiting times, always keeping every guest informed and ensuring that they are as comfortable as possible.?Meet and greet VIP guests.

協調所有入住和離店的辦理，關注客人等房時間，保持客人被告知各種狀況并確保每一位客人盡可能的舒適和滿意。接待貴賓。

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

掌握LQA在對客服務中被遵守和執行。

·?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，遇到投訴或問題，如不能馬上找到解決辦法，要向上級報告。

·?Ensures the receptionist operate with suitable sales attitude, and that all talents are aware of the Hotel’s facilities, services and focal selling points to professional present to guest at every appropriate opportunity.

確保前臺接待都有很好的銷售意識，并熟知酒店的設施、服務和賣點，并在合適的機會以專業的態度展現給任何一個潛在的客人。

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

掌握酒店產品知識，確保貴賓及活動信息的時效性和準確性。

·?Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners.

參與團隊接待，檢查并確保團隊預訂的細節達到要求，并與會議/團隊組織者保持聯系。

·?Ensure that there is adequate talent coverage at the Front Desk at all times; and be present at the Front Desk whenever possible.

確保前臺隨時都有充足的人手，并隨時在前臺處理所有對客事宜。

·?Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Front Desk is continuously clean and tidy.

確保整個前廳部及其周邊區域，包括大堂、禮賓部和前臺區域，從始至終干凈整潔。

·?Be fully competent in all reception and cashier duties, and cover all shifts if required.

完全勝任所有前臺接待職責；如需要，可以承擔所有班次的職責。

·?Deal with room moves and other special guest requirements, maintain amicable and co-operative working relations with all other departments, and ensure seamless communication.

處理諸如換房等客人特殊訴求，與其他部門保持友好合作的工作關系，以確保溝通順暢。

·?Follow up on cancellations and no shows and late charge when appropriate.

適時跟進預訂取消、預訂未到及延時收款等相關事宜。

·?Liaise with Concierge to ensure swift baggage dispatch and collection.

與禮賓部保持溝通以確保迅捷的行李送達和收取。

·?Ensure enough supplies of all stationary items are in storage.

確保前臺各項文具備品充足。

·?Ensure and maintain the PSB upload is accurately.

掌握和保持前臺外事傳輸的正確性。

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

保持嚴格遵守并實行由當地執法部門所要求的全部事項。

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

確保所有信息安全標準都被百分之百的執行。

·?The Front Office Supervisor may be required to carry out other duties, directed by the Assistant Front Office Manager.

根據前廳部副經理指導，前臺主管可能被要求執行其他職責。

·?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，該部門有權更改或補充該職位描述。

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

完成任何其他合理的職責和被指派的職責。

Provide Guests’?Experiences that Exceed Guests’?Expectations

為客人帶來超越期待的入住體驗

·?Leads?the Front Desk shift to personalize the guest arrival/departure experience.?

帶領前臺每個班次為客人提供個性化的到店及離店體驗。

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

預知客人需求，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和軟件以提高賓客體驗。

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

根據預訂信息準確地為客人安排房間及滿足合理需求。

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

尋求客人滿意度反饋，并根據我們的使命宣言和人才賦權的理念來解決問題。

·?Focuses on the stay experience for LCAH members.

致力于提升雅高樂雅會會員的入住體驗。

Supervision of Front Desk Team

督導前臺團隊

·?Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed up to standards.

督導前臺接待，協助其處理相關事宜，并確保所有任務都按照品牌標準完成。

·?Responsible for guide and tracing the Front Desk team to complete daily?up-selling and LCAH member enrollment target.

負責引導和跟蹤前臺團隊完成前臺房間銷售升級和雅高樂雅會會員招募計劃的每日目標。

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

執行前臺各項政策與程序都被嚴格執行。

·?Conduct a handover at the end of each shift with relieving talent, informing them of any special requirements or problems.

在每個班次結束之后都與同事進行交接，確保其知曉任何特殊需求和問題。

·?To be responsible for identifying any training needs of Front Desk colleagues and communicating these to the Front Office Training Manager and Assistant Front Office Manager.

負責確認前臺同事的培訓需求，并將其轉述給部門培訓師和前廳部副經理。

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

執行健康與安全政策，以確保安全的工作環境；同時確保所有同事都熟悉了解安全及緊急程序。

·?Ensure all accounting procedures are adhered to throughout the department.

保證所有財務制度在部門內被嚴格執行。

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

在前廳部與酒店其他部門之間有效的溝通來提高賓客體驗。

·?Carry out disciplinary actions in line with hotel procedures.

按照酒店規章制度對不合適的行為采取相應措施。

Involvement in Wider Job Function Actions/Relationships

進一步拓展工作職能

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

在發現安全隱患時采取行動并通知危機處置團隊。

·?Check the next day’s arrivals correspondence, confirming car- and?restaurant-bookings. Ensure that all guest needs are dealt with satisfactory.

檢查次日到店情況，確認車輛、用餐等預訂情況。確保所有客人需求都被滿意的處理。

·?Guide and encourage the Front Desk Team to be improve the service attitude and efficient to maximize productivity.

引導和激勵人才工作態度和效率，將人才的生產力提高。

·?Attend any courses Management may deem beneficial.

參與任何管理層認為有益于工作的培訓。

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

確保入住及離店手續的效率性，確保客人信息與賬目的準確性。

·?Management of the guest service experience?/ personalization.

確保個性化服務以提升客人體驗

·?Ensure the credit card date safety & guest information data safety.

保證信用卡信息安全及客人信息安全。

·?Ensures high standards of personal presentation & grooming.

確保始終都有高標準的個人形象和儀容儀表。