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    职位:前厅部经理 Front Office Manager(已停止招聘)

  • 职位性质:全职
  • 工作地区:陕西省西安市
  • 招聘人数:若干
  • 学  历:本科
  • 工作经验:5年以上
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:不限
  • 年龄要求:不限
  • 计算机能力:不限
  • 语言要求:英语(流利)
  • 性别要求:不限
  • 婚姻状况:不限
  • 国际联号工作经历:优先
  • 薪资待遇:面议
  • 职位有效期2017-10-26至2017-11-25

    岗位职责/职位描述

     

    Operational

    营运管理

    §  Ensures the Front Office operates successfully and efficiently in accordance with Hyatt International brand standards.

    确保前厅部能按照凯悦国际的标准顺利并高效的运行

    §  Ensures that all daily VIP rooms, special guest rooms, long stay guest rooms for arrivals are blocked in advance and welcome amenities are appropriately ordered.

    确保每日的贵宾、特殊客人、长住客的房间在客人到店前的封闭状态并保证礼品能适时适当的配置。

    §  Ensures that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.

    确保房间能按照客人的到店时间提前封闭并及时通知客房部

    §  Works closely with Housekeeping and Engineering Departments to ensure that rooms are blocked accordingly for maintenance.

    与客房部及工程部保持紧密的联系以确保房间能得到及时的封闭及维护

    §  Ensures strict control of room keys for guests and other departments.

    确保对客用及其他部门所用客房钥匙的严格管理

    §  Ensures that all floats (Front Desk, Assistant Manager, Concierge etc.) are used appropriately in accordance to Policies & Procedures set by the Hotel and that personnel with access to floats comply with international Policies & Procedures established by Finance.

    确保整个前厅部(包括前台、副理柜、礼宾部等)资金运转能够按照本酒店及酒店财务部所制定的政策及程序实施。

    §  Conducts frequent and thorough inspections together with the Housekeeping Manager, Regency Club Manager and relevant Assistant Managers to ensure standard are met and any faults/ repair are addressed.

    经常与客房部经理、嘉宾轩经理及其相关副理通力合作以确保酒店各种标准能够得到执行,错误能够得以改正。

    §  Liaises with the Reservations Department to ensure the proper market mix to achieve the maximum room average rate.

    与预定部相协调以确保得到正确的市场数据最终使得平均房价最大化。

    §  Ensures that the daily Assistant Managers’ report is properly and clearly updated and all traces are properly followed up in a timely basis.

    确保每日当班副理工作报告能得到清晰及准确的根新,确保各种事项的及时跟进。

    §  Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales.

    确保商业管理技能得到充分发挥以获得房间销售的最大化。

    §  Makes all decisions regarding overbooking the Hotel, ensures all out booking are carried out by a member of management.

    在酒店出现超额预定时做出相应决策并指导管理层实施解决。

    §  Ensures Front Office operates with a sales attitude, and all personnel are aware of sales and opportunities within the Hotel, which will assist, with the maximisation of revenue.

    确保整个前厅部带着销售的态度去运作,使得每个员工都有销售意识,以获得收入的最大化。

    §  Keeps senior management informed of any risk or opportunity in relation to the pre-set performance figures.

    保持高度的对抗风险的预见能力,提前做好预防措施。

    §  Ensures all Front Office personnel are aware of all room sales revenue targets, new procedures and that they are kept informed of performance results and instructions.

    确保前厅部的每一个员工对客房收入目标以及新制定程序要有充分的意识,并保持这种行为的有效性及适时性。

    §  Adheres to company credit policies to ensure all revenue expected will be received.

    坚持酒店的信用政策以确保每笔预期收入的获得。

    §  Monitors competitor performance both past and future to ensure correct selling strategies are applied.

    时时关注竞争对手过去和将来的运作以确保本酒店正确的销售策略能得以实施。

     

     

    Guest Service

    对客服务

    §  Establishes rapport with guests maintaining good customer relationship and handles all guest complaints, requests and enquiries on Front Office services.

    建立并维护良好的宾客关系,在对客服务的过程中满足客人的要求并解决客人的投诉。

    §  Personally and frequently verifies that guests check-in/ out are receiving the best possible service in line with Hyatt International standards.

    时刻依照凯悦标准对客提供专业的办理入住及退房的服务。

    §  Ensures that all VIP’s, Gold Passport Members and Regency Club Guest Rooms are checked prior to the arrival of the guest for 100% readiness. This includes cleanliness, amenities state of repair.

    确保每一间贵宾,金护照会员及嘉宾轩住客的房间在客人到店前经过精心的准备及检查,其中包括清洁度、礼品的配置及房间的工程维修状态。

    §  Ensures that all VIP / Long Staying guests are met on arrival by the Assistant Manager and where appropriate General Manager/ Resident Manager or Director of Rooms.

    确保每一个贵宾及长住客在抵店时得到接待,在可能的情况下通知到酒店的总经理、驻店经理、房务部总监及前厅部经理。

    §  Schedules self to be in the lobby and the Front Desk during peak operation hours, constantly checking on standards of services quality of guest interaction and cleanliness.

    高峰时段的工作日志及程序应置于前台,要时时地检查各种服务的标准和质量以及客人间的相互关联。

    §  Greets and assists at the check in of guests and escorting of VIP, Gold Passport Members and Regency Club Guests, ensuring that needs are addressed and satisfied.

    在客人办理入住时亲切问候客人并协助前台员工工作,亲自护送贵宾、金护照会员及嘉宾轩住客以确保客人的要求能得到及时的传达并满足。

    §  Ensures that luggage is swiftly sent to their rooms.

    确保客人的每件行李能及时地运送到其房间。

    §  Ensures a speedy telephone and message service at all times for guests.

    确保客人的电话及留言服务得到及时的传达。

    §  Ensures all employees maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.

    确保每一个员工及时了解酒店的各种更新的产品知识、促销计划、政策变动,并处理好内部的沟通及联系。

    §  Maintains and promotes excellent working relationships with local Travel Agents and Tour Operators.

    维持并促进与当地旅行社及旅游机构的良好合作。

    §  Ensures that the Front Office responds to guests’ correspondences and enquiries appropriately, professionally and within an appropriate time frame.

    确保前厅部对于客人的要求在适当得时间架构中能给与及时的专业的回馈。

    §  Pro-active in seeking guest comments and feedback, maintaining excellent public relations.

    对于客人的意见及回馈要有前瞻性的意识,时刻保持良好的公共关系。

    §  Ensures that Guest History records are maintained to agree standard at all times.

    确保客史能按照既定的标准纪录。

     

    §  Frequently inspects rooms to ensure satisfactory cleanliness and maintenance.

    经常对房间进行检查以确保令客人满意的清洁度及工程维修状态。

    §  Maintains awareness of new market trends and activities of competitors ensuring that the operation remains preferable in the eye of customer.

    保持对新型市场趋势及竞争对手行为的时时关注以确保部门运行对于客人的持续满意度。

    §  Implements a consistent Guest Recognition Programmes and maintains a relevant Guest Database.

    长期实施对客认知计划并维护相关的客史数据库。

     

     

    Administration

    行政

    §  Assists with the development, maintenance and update of detailed Department Operations Manual that reflects Policies & Procedures, work processes and standards of performance within the Division. Ensures annual review to accurately reflect any changes.

    协助做好部门运行的维护及更新以符合房务部工作政策、流程及标准的需要。确保年度工作流程的及时更新。

    §  Assists with the preparation of the annual Rooms Business Plan ensuring Divisional Objectives fully address the business objectives of the Hotel and needs of employees.

    协助完成房务部年度运行计划的前期准备,确保目标得到充分的传达并能满足酒店及所有员工的需要。

    §  Assists with the preparation and regular update of the Rooms Departmental Budget in close cooperation with the Director of Rooms, ensuring targets are met and costs are effectively controlled.

    协助房务部总监完成既定的年度部门预算,确保目标得到实现,成本得到有效控制。

    §  Ensures that all room related forms and reports are forwarded in time to the Corporate/ Divisional Office.

    确保本部门所有相关的表格及报告能够及时地递交到总部。

    §  Ensures that all Front Office Department reports and correspondence are completed punctually and accurately.

    确保整个前厅部的报告及相互信件能够及时并准确的完成


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