- 職位性質：全職
- 工作地區：杭州市蕭山區
- 招聘人數：若干
- 學 歷：大專
- 工作經驗：不限
- 提供食宿：提供食宿
- 年齡要求：不限
- 計算機能力：不限
- 語言要求：不限
- 國際聯號工作經歷：優先
- 薪資待遇：4.9千-7.3千
- 職位有效期：2026-05-25至2026-08-23
職位：前臺主管
崗位職責/職位描述
MAJOR RESPONSIBILITIES 責任概要
1.?Assist Front Office Manager?in daily operation,?providing personalized service?guests?according to Renaissance brand standard.
協助前廳部經理穩定前臺的日常運作，向賓客提供萬麗品牌的個性化服務。
2.?Ensure Front Desk associates are adhering to hotel policies, procedures and standards while striving towards overall guest satisfaction.
確保前臺員工在為賓客提供服務的過程中遵循酒店政策、流程和標準。
3.?Follow up?Mobile Check-in & out, Mobile Key Control according to guest request?and responsible for MTD & YTD performance.
管理Mobile Check-in & out和 Mobile Key完成率，及時響應賓客需求，完成年度和月度目標。
4.?Follow all company policies and procedures.
遵守所有公司政策和流程。
SPECIFIC DUTIES 工作任務
1.?Review arrival details report?on a daily basis?including?VIP, Marriott Bonvoy member, regular guest, groups, special requests, etc. share related information with HSKP and RS to follow up.
查看當天抵店賓客信息，包括貴賓、萬豪旅享家會員、團隊預訂及其它特殊要求。及時將信息通知客房部和送餐部持續跟進。
2.?Identify VIP, Marriott Bonvoy?member, regular and long stay?guest, develop rapport to offer?personalized service and assistance.
識別貴賓、萬豪旅享家會員、常規以及長住客，建立良好關系，提供個性化服務。
3.?Cooperation with HSKP and RSVN?to balance room status, room type and upgrade rooms.
與客房部、預訂部一起平衡房型、房態、房間升級。
4.?Assist in resolving accounting matters: PM rooms, missing back-ups, refund and etc.
協助解決財務問題包括：有爭議的賬目、缺失的附件、退款等。
5.?Review mobile service request?and be responsible for MTD & YTD performance.
處理移動服務請求，始終關注年度和月度表現結果。
6.?Carry out Marriott Bonvoy Member benefits, ensuring correct handling, prepare monthly reports and complete enrollment goals.
執行萬豪旅享家會員禮遇，正確處理會員需求、準備會員報表，完成新會員招募目標。
7.?Ensures Front Desk staff?all complete upsell training, push Front Desk to complete upselling goals.
確保前臺員工掌握銷售技巧，推動促銷目標的完成。
8.?Daily check and assistant P.S.B procedure, especially foreign guests' passports and Exit-Entry Permit for Travelling to and from Hong Kong and Macao.
檢查和協助賓客登記信息程序，特別是外賓護照和港澳通行證。
9.?Organize Front Desk daily?briefing according to R meeting standard, ensure employees?grooming, personal appearance, behavior always meet standard.
組織每日前臺例會，確保員工的儀容儀表、個人形象、言行舉止始終符合酒店標準。
10.?Responsible for correct handling of cash, credit cards, foreign currencies, vouchers and invoices.
正確處理現金、信用卡、外幣兌換業務、付款憑證以及發票。
11.?Ensure Front Desk staff service meet?Marriott?standards during check-in, check-out and other guest service process.
監督前臺員工在辦理入住、退房和其他對客服務過程中，始終遵守集團標準。
12.?Ensure guest complaints are properly logged, ask?assistance from LM or GSM if needed.
記錄與解決賓客投訴，必要時征求賓客服務經理或忠誠客戶經理的幫助。
13.?Follow up?Front Desk?monthly training plan, monthly meeting, case study?and continuously improve service quality.
組織部門的月度培訓計劃，月度會議，案例學習，不斷提升服務質量。
14.?Carry out other tasks as directed by your manager.
在上級指導下執行其它任務。