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崗位職責/職位描述

【崗位職責】
1. 協助經理負責預定、總機及賓客服務團隊的招聘、培訓、排班，專項培訓總機接線禮儀、應急處理話術、預定系統操作，提升團隊專業能力。
Assist the manager with the recruitment, training and scheduling of the reservation, switchboard and guest service teams, conduct specialized training on switchboard etiquette, emergency response scripts and reservation system operation, so as to enhance the team's professional capabilities.
2. 禮貌且高效地處理線上的（包括內部及外部）客人的投訴和建議，并跟進確保問題圓滿解決，確保客人的滿意度達到酒店的目標要求。
Handle online complaints and suggestions from guests (both internal and external) politely and efficiently, follow up to ensure satisfactory resolution of issues, and guarantee that guest satisfaction meets the hotel's target requirements.
3. 與外部相關政府職能部門、姐妹酒店及酒店內部其他部門保持良好的溝通和協作，共同推動酒店的發展。
Maintain good communication and collaboration with relevant external government functional departments, sister hotels, and other internal departments of the hotel to jointly promote the development of the hotel.
4. 通過員工綜合技能的運用，綜合工作的分派及靈活的工作時間安排，以優化工作流程，提升員工的工作效率。
By utilizing employees' comprehensive skills, coordinating work assignments, and arranging flexible working hours, the work processes can be optimized and employees' work efficiency can be improved.
5. 有處理突發事件的能力，能根據酒店相關標準及要求，快速處理突發事件。
Having the ability to handle emergencies, and being able to deal with them quickly in accordance with the relevant standards and requirements of the hotel.
6. 密切關注客戶需求和市場動態，根據客人的反饋和需求調整、創新服務內容，提升客人的體驗感。
Pay close attention to customer needs and market dynamics, adjust and innovate service content based on customers' feedback and demands, so as to enhance customers' sense of experience.
7. 監督部門所有員工的按時出勤和儀容儀表，確保他們根據酒店的儀容儀表規范，著裝整齊并保持高標準的個人衛生及形象。
Supervise the punctual attendance and appearance of all employees in the Front Office, ensuring that they are neatly dressed and maintain a high standard of personal hygiene and image in accordance with the hotel's grooming regulations.
8. 進行部門員工的年度職業發展面談，協助他們完成職業發展目標。確保他們同樣對他們的員工進行績效評估。
Conduct annual career development interviews with department staffs, assist them in achieving their career development goals, and ensure that they also conduct performance evaluations for their employees.
9. 領導和激勵團隊，建立積極向上的工作氛圍，提高員工的工作滿意度和忠誠度；鼓勵員工開拓創新的精神，并認可他們所作出的貢獻。
Lead and motivate the team, foster a positive working atmosphere, enhance employees' job satisfaction and loyalty; encourage employees' pioneering and innovative spirit, and recognize their contributions.
10. 執行健康及安全法規、政策及程序。
Implement health and safety regulations, policies and procedures.
11. 執行酒店安全及緊急情況政策及程序。
Implement hotel safety and emergency policies and procedures.
12. 熟悉酒店安全、急救及消防緊急情況程序。
Be familiar with hotel safety, first aid and fire emergency procedures.
13. 確保員工充分的理解并遵守員工手冊內容。
Ensure that employees fully understand and comply with the contents of the employee handbook.

【崗位要求】
1. 大學專科及以上學歷。
College diploma or above.
2. 至少2-3年酒店相關崗位工作經驗。
At least 2-3 years of relevant work experience in hotels.
3. 熟練使用電腦辦公軟件。
Proficiency in using computer office software.
4. 良好的中英文讀寫能力
Chinese and English reading and writing skills is good.? ? ??