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崗位職責(zé)/職位描述

職級(jí)： 4級(jí)主管級(jí)別

Job Level: Level 4 Supervisor

匯報(bào)給: 前廳經(jīng)理

Report to: FO Manager

職位描述 Job Description

1. 統(tǒng)籌前廳日常接待工作，把控入住、退房、問(wèn)詢等全流程服務(wù)標(biāo)準(zhǔn)
Manage daily front desk operations, standardize check-in, check-out and guest inquiry services

2. 監(jiān)督前臺(tái)員工儀容儀表、服務(wù)禮儀，班前分配工作并開(kāi)展班前會(huì)
Monitor associate grooming and service etiquette, assign daily tasks and conduct pre-shift briefings

3. 妥善處理賓客投訴與特殊需求，跟進(jìn)問(wèn)題閉環(huán)，提升賓客滿意度
Resolve guest complaints and special requests, follow up to improve guest satisfaction

4. 管控房態(tài)、預(yù)訂、押金及前臺(tái)賬務(wù)，核對(duì)每日營(yíng)收單據(jù)確保準(zhǔn)確
Manage room status, reservations, deposits and front desk accounts, verify daily revenue documents

5. 培訓(xùn)新員工前廳系統(tǒng)操作、服務(wù)流程，督導(dǎo)員工規(guī)范使用酒店系統(tǒng)
Train new associates on PMS system and service procedures, supervise standardized system operation

6. 聯(lián)動(dòng)客房、禮賓、餐飲等部門(mén)協(xié)同配合，保障前廳運(yùn)營(yíng)順暢
Coordinate with housekeeping, concierge, F&B and other departments for smooth operation

任職條件 Criteria：

1. 2 年及以上高端酒店前廳實(shí)操及帶班經(jīng)驗(yàn)，熟練操作酒店前臺(tái)系統(tǒng)
Minimum 2 years front office supervisory experience in luxury hotels, proficient in hotel PMS system

2. 具備良好溝通應(yīng)變能力，可獨(dú)立處理各類(lèi)客訴，熟悉客房及預(yù)訂業(yè)務(wù)
Strong communication & problem-solving skills, able to handle guest complaints independently, familiar with room & reservation management

3. 執(zhí)行力強(qiáng)，有團(tuán)隊(duì)帶教意識(shí)，能適應(yīng)輪班、節(jié)假日及客流高峰工作
Strong execution and team training awareness, able to work shifts and peak holiday periods