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崗位職責/職位描述

Primary Responsibilities 主要職責
1.Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.
進行每日巡視以確保領先質量保證標準在對客服務中被遵守和執行。
2.Attends to referred and handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to next level supervisor for necessary action and assure follow up with guests.
主動關注并禮貌高效的處理客人的要求及投訴，需要時要向上一級主管匯報，并且確保及時跟進。
3.Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests
確保對所有忠實會員和貴賓都執行其相關接待程序和標準。
4.Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
明晰酒店產品知識，確保貴賓及活動信息的時效性和準確性。
5.Presence in the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure both colleagues and facilities/equipment are in good condition.
工作期間保持在大堂區域巡視，主動協助前臺和禮賓部的日常運營，并確保所有同事和運營設備的工作狀態良好。
6.Ensure cleanliness, atmosphere and appearance of lobby and related areas meet brand standard.
確保大堂及相關區域的清潔、氛圍和外觀符合品牌標準。
7.Check potential room revenue for any discrepancies and do necessary corrections.
檢查有可能產生的任何房費差異，并跟進解決。
8.To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned.
與上一個班次進行完整而準確的交接，以確保所有待跟進事項都被記錄和解決。
9.To ensure that an accurate Royal Service and Department guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team.
確保皇家服務和部門日志的準確性，將當日發生的與客人相關的時間整理并記錄，并將值班經理日志每日發送給總經理和行政團隊。
10.Adheres to promote the health & safety policies to ensure a safe work environment. Knowledgeable for all safety & emergency procedures, and act as key contact personnel of Emergency Response Team during certain situation.
堅持并推行健康與安全政策，以確保安全的工作環境；熟悉掌握安全及緊急程序，并在危機情況作為危機處置小組的主要聯絡人參與危機處理。
11.Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
確保由當地執法部門所要求的全部事項都被嚴格遵守并實行。
12.Maintains all information security standards compliance of Front Office at 100%.
確保所有信息安全標準被百分之百的執行。
13.Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%.
確保《食品安全與衛生標準》被百分之百的執行。
14.Performs special duties as required by the superior.
執行上級分配的特殊職責。
15.Conducts daily pre-shift briefings to employees on room occupancy, arrival and departures, functions/ event and special attention that is needed.
組織每天所在班次的例會，宣布每天的住房率、到店客人、離店客人、發生的各種事件或活動以及需要特別注意的事件。
16.Responsible for guide the Front Desk team to complete daily up-selling and ALL-Accor Live Limitless member enrollment target.
負責指導前臺團隊完成前臺升賣和雅高心悅界會員招募計劃的每日目標。
17.Ensures that all Front office Policies and Procedures are adhered follow up by every section.
確保前廳部各分部門都嚴格執行各項政策與程序。
18.Accomplish a set of administrative duties such as attending meeting, writing reports and other specific duties related to the job function.
完成出席會議、撰寫報告以及與工作職能有關的其他職責的一整套行政職責。
19.Ensure all accounting procedures are adhered to throughout the department.
確保所有財務制度在部門內被嚴格執行。
20.Ensures clear communication within departments.
確保部門內的溝通順暢。
21.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。

Knowledge and Experience 知識與經驗
1.Diploma or Degree preferably in hospitality or related field
酒店管理或相關專業的本科或專科學歷
2.Minimum of 2 years' experience in the same position in luxury hotel.
至少2年以上奢華酒店同崗位的工作經驗
3.PMS and Office software knowledge
熟悉并掌握Opera酒店管理系統和各類辦公軟件
4.Excellent oral and written skills in Mandarin and English
優秀的中英文聽說讀寫能力
5.Strong organizational & leadership skills
優秀的組織能力和領導能力
6.Excellent interpersonal & communication skills
優秀的人際關系和溝通能力
7.Service oriented with an eye for details
以服務為導向的敏銳洞察力
8.Confidently able to resolve problems and make decisions
自信的解決問題與決策的能力
9.Adaptable and flexible and able to embrace and respond to change effectively
適應性強，靈活并能有效地接受和應對變化
10.Effective management style, hands-on and approachable
有效的管理風格，親力親為，平易近人
11.Proven effective development of others, great motivator
善于發展他人及卓越的激勵能力