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job overview职位概述
· Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition.
· 管理本班的前台工作确保客人得到快速的,专业的服务和个人的关注。
At Crowne Plaza®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success. To help them we need you to stay One Step Ahead and:
· Make it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.
在皇冠假日®酒店,我们希望感觉自己可以做到最好,能够达成他们的目标并因他们的成就而受到认可赞赏。为了帮助他们,我们需要您先行一步,用心服务并:
· 梦想成真 – 观察预见宾客的要求和潜在需求,主动负责地达成宾客所需。善用资源,团队协作,尽力协助宾客获得成功。
Duties and Responsibilities工作职责
· Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
· 直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
· Provides functional assistance and direction to all departments.
· 向所有部门提供功能性支持和指导。
· Cooperates, coordinates and communicates with other hotel departments as required.
· 按需要与酒店其它部门进行合作、协调和沟通。
· Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
· 对各种状况做出反应,以确保来宾被及时的礼貌接待并得到充分的注意和重视。
· Responds to guest needs and resolves related problems
· 就客人的需求做出反应并解决相关问题。
· Supervises and directs Reception and Reservations personnel.
· 对接待部和预订部工作人员进行监督和指导。
· Supports and assists Front Office personnel and all departments at peak periods.
· 在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
· Ensures VIPs and priority club guests receive special attention
· 保证贵宾和优悦会会员受到特别关照。
· Inspects front of house and back of house regularly for cleanliness.
· 定期检查一线各部门和二线各部门的清洁状况。
· Assists Guest Relations in greeting, rooming, and sending off VIP guests.
· 协助客户关系部门迎接贵宾,为其安排房间并在其离店时送行。
· Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
· 监督员工的行为、制服穿着、卫生和外表形象。
· Provides input for Front Office meetings.
· 为前厅部会议提供信息 。
· Promotes inter-hotel sales and in-house facilities.
· 促进店际销售及推销酒店内的设施。
· Checks billing instructions and monitors guest credit
· 检查结帐说明并监督客人信用情况。
· Analyses and approves discounts and rebates.
· 分析和批准打折相关事宜。
· Analyses the rate variance report to ensure rooms revenue control
· 分析房价差异报告以保证控制客房收入。
· Takes action with the Property Management Systems (PMS) in emergency situation.
· 在紧急情况下使用酒店管理系统(PMS)。
· Fully conversant with all hotel emergency procedures.
· 熟知酒店紧急情况所有处理程序。
· Ensures front line staff complies with FIT marketing techniques and maximize sales.
· 确保一线员工遵从散客市场技巧并最大化的进行销售。
· Works with Superior and Human Resources on manpower planning and management needs
· 与上级领导和人力资源部一起进行人力规划和管理需求。
· Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
· 与上级领导和财务总监一起编制和管理部门预算。
人生不上张家界,阅尽千山也枉然;土韵苗风似玉露,索溪河畔舞蹁跹! 张家界纳百利皇冠假日酒店坐落于世界自然遗产地——武陵源风景名胜区核心地带,坐拥719间豪华舒适的客房,是洲际酒店集团(Intercontinental Hotel Group)旗下全球体量最大的皇冠假日品牌酒店!酒店地理位置优越—*距离汽车站步行10分钟*距离武陵源购物中心仅5分钟车程*距离世界级森林公园步行10分钟*距离荷花机场30分钟车程*距离高铁站20分钟车程 体现关爱是我们的核心价值观,酒店为每位员工营造良好的工作环境及提供具有竞争力的福利待遇—*试用期间即开始为正式员工缴纳涵盖养老及医疗保险在内的社会保险*免费提供每日四餐的员工餐食*免费提供设备齐全、环境优美的员工宿舍,步行上班仅需两分钟*每周双休,8小时工作制,法定假日加班3倍付薪*带薪年假,工龄工资,年终福利及奖金*丰富的员工活动及各节日特殊礼品*酒店免费提供各种形式的交流培训及洲际酒店集团的培训项目*集团姐妹酒店交流学习及内部调转机会 我们期待带才华横溢、充满激情的您及身在异乡漂泊的湖南乡子加入我们的大家庭,与我们一起“劲”炫自我,为家乡的更加灿烂增添一抹绚丽的色彩! 每周一至周五9:00AM-5:00PM是我们的面试接待日,欢迎您的莅临及垂询!本酒店求职过程中不收取押金不扣留任何证件,广大求职者请谨防第三方冒用酒店信息进行诈骗。