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崗位職責/職位描述

職級： 5級副經理

Job Level: Level 5 AM

匯報給: 前廳經理

Report to: Front Office Manager

職位描述 Job Description

1.確保所有前廳部員工遵循品牌承諾并始終提供優異的對客服務。
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.

2.禮貌而高效地處理所有客人和內部的投訴和詢問，確保問題得到圓滿解決。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

3.以協助和靈活的態度與其他管理層員工密切合作，關注酒店的整體成功和客人的滿意度。
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

4.與相關部門經理和前廳部員工合作，通過合理的收益管理，升級促銷和房間安排，達到客房的銷售和收入的最大化。
Maximises rooms’ sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office associates.

5.發揚“群策群力”的精神，確保前廳部員工與其他部門在工作中相互支持、靈活變通。
Ensures that the Front Office associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams".

任職條件 Criteria：

1.具備1年及以上奢華酒店品牌前廳部副理或同級別崗位工作經驗，熟悉奢華酒店前廳運營流程。
Possess at least 1 year of working experience as Assistant Front Office Manager or equivalent position in luxury hotel brands, familiar with the operation process of the front office in luxury hotels.

2.擁有卓越的對客服務意識與服務技巧，善于傾聽賓客需求，能高效解決賓客訴求，維護酒店高端服務形象。
Have excellent customer service awareness and skills, be good at listening to customers' needs, efficiently solve customers' demands, and maintain the high-end service image of the hotel.

3.具備成熟的團隊管理能力，能合理統籌前廳班組工作，指導、激勵團隊成員，提升團隊整體服務效率與專業素養。
Have mature team management capabilities, be able to reasonably coordinate the work of the front office team, guide and motivate team members, and improve the overall service efficiency and professional quality of the team.

4.英語聽說讀寫能力流利，可熟練運用英語與外籍賓客進行無障礙溝通。
Fluent in English listening, speaking, reading and writing, able to communicate with foreign guests smoothly in English.