【岗位职责】
1. 全面负责前厅部的日常运营管理,确保入住、退房、预订、问询等流程高效规范。
2. 制定并执行部门服务标准与操作流程,持续提升宾客满意度及服务质量。
3. 监督前台团队的工作表现,组织培训与考核,优化人员排班及工作分配。
4. 处理宾客投诉及突发事件,协调跨部门合作,保障住店宾客体验完美。
5. 监控房间预订及房态信息,配合销售及预订部门完成收益管理目标。
6. 控制部门运营成本,管理前厅物资及设备,确保账务准确无误。
7. 收集并分析宾客反馈数据,持续改进服务细节,提升酒店品牌形象。
8. 协助上级完成其他与部门相关的管理及行政工作。
【岗位要求】
1. 具备出色的沟通协调能力及客户服务意识,能妥善处理各类宾客关系。
2. 具备较强的领导力与团队管理能力,能有效激励并带领团队完成任务。
3. 熟悉酒店前厅运营流程,具备良好的问题解决与应急处理能力。
4. 熟练使用酒店管理软件(如Opera等)及办公软件。
5. 工作严谨细致,责任心强,能适应轮班工作制。 ,具有较好的英语沟通能力。
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The Westin Xian is an international luxury brand hotel, which located in the key area of Yanta District of Xi’an City. The most famous architecture in Xi’an ---- Big Wild Goose Pagoda is facing right to the face of the hotel. It only takes about 10 minutes to get to the ancient wall of Xi’an and 40 minutes to get to the Xi’an & Xianyang International Airport. The Westin Xian is the unique upscale 5 star hotel in China who has an independent museum inside.西安威斯汀酒店是位于西安市雁塔区核心位置的国际奢华品牌酒店。坐落于西安市著名景点大雁塔以南,雁塔区新兴商圈大唐不夜城的中心。西安威斯汀酒店距离城墙仅需十多分钟车程,驱车至咸阳国际机场四十余分钟,至西安众多旅游景点的交通也十分便利,同时是西安唯一一家独立拥有博物馆的豪华五星级酒店。The Westin Xian is managed by Marriott, which is the largest and most upscale international hotels group in the world. Since the Westin history started in 1930, Westin hotels and resorts is infused with the spirit of adventure and is celebrated for its innovations that continue to transform the entire landscape of the hotel industry. Many of the famous services were created by Westin, for example, the electronic booking system, 24 hours meal service etc. Along with this, in order to provide more inspiring experience, the Westin created the Heavenly Bed, Superfood and Westin WORKOUT. 西安威斯汀酒店由全球知名酒店管理集团万豪国际集团管理集团管理。威斯汀酒店品牌自1930年诞生以来,一直都是酒店行业的领导者及创新者。酒店行业诸多耳熟能详的服务项目均由威斯汀首创,比如酒店电子订房系统,24小时客房送餐服务等。随后,为更好的给客人提供焕发活力的全新酒店体验,推出威斯汀独有的Westin Heavenly®(威斯汀天梦)系列,及关注客人健康饮食和焕发自我的SuperFoodsRx™(活力食品方案)及WestinWORKOUT®(威斯汀健身),让威斯汀的宾客在旅途中保持健康。The Westin Xian is a solely foreign-owned enterprise whose owner is Yungao International Hotel Company. There are 6 floors in the hotel which is divided into 4 in the ground and 2 underground. 329 guest rooms and suites will provide you a quiet & personal space; all different restaurants and bars serve you all kinds of great food from all over the world. As for the business use, we offer one Grand Ballroom covers 1490 square meter and 10 function rooms. At last but not the least, we surely prepared well for the Heavenly SPA and WORKOUT for an inspiring journey.西安威斯汀酒店是由运高国际酒店有限公司全额投资设立的外商独资企业。酒店共有六层,包括地下两层地上四层,共有329间客房,多个风格迥异的餐厅及酒吧,让宾客尽享全球美食。酒店还拥有十个多功能会议厅和一个1490㎡无柱大宴会厅以及一流的设备供商旅客人选择,并拥有威斯汀品牌独有的Heavenly SPA及WestinWORKOUT®让宾客尽享焕发活力之旅。Westin is far more than a hotel brand, there’s where let you know the true meaning of “this is how it should feel”…威斯汀远远不止是一个酒店品牌,更是让宾客体会贴心服务并真正体验“this is how it should feel(美妙感觉莫过于此……)”之所。