招聘前台领班 Front Desk Team Leader_上海康莱德酒店招聘信息-最佳东方

我的具体职责是什么? 职位概述(要点)

· 主张对客服务的中心是永远记住客人是你工作的中心。

· 保持一个积极的态度，履行个人的职责和主动权去解决问题，永远和你的客人和员工进行清晰明了的沟通。

· 目的明确地，坚定地，热情洋溢地执行所有工作任务，把握时机去学习新的工作技巧和知识，以改进和提高你个人的绩效。

· 灵活性地，积极地进行反应，清晰明确地改变职位需求，这包括一些工作对你工作表现的要求。

· 主张团队的中心，是展示团结协作和支持同事达成团队目标。

· 贡献自己的观点和意见，强化酒店操作运作的、环境周围的程序。

· 积极地推销希尔顿酒店的服务和设备给客人和酒店的供应商。

· 以确保你的安全和你工作场合里其他人的安全为前提，执行和完成所有的工作职责和任务

· 同意并实施以行动去提高对客服务的质量。

· 必要时及时有效的处理客人的投诉，知会前台主管、宾客服务经理继续跟进并回访客人，确保客人对解决方法满意（服务补救）。

· 和客房部团队建立良好的沟通，确保房间清洁到位。

· 记录保持客人历史记录，以便更好地给再次入住的客人提供优质的服务。

· 出席和参加定期的前厅部及相关的会议。

· 与团队针对目标进行沟通。

· 了解城市周边地区的最新信息，名胜，风景地等，为顾客提供方便。

· 根据希尔顿品牌的标准要求，确保所有的客人要求和问题都迅速和有效地响应和处理。

· 确保各个轮班得以被评估和交接，以及简报会议得以执行实现。

· 成员之间的团队协作。

· 创造一个“所有人都在销售”的环境。

· 保证团队能一直获取部门、酒店和公司的最新的活动信息，通过定期的沟通会议和备忘录。

· 提前计划和确保有充足的可用资源。

· 明白酒店和部门的目标并实现它们。

· 如有必要，该部门有权更改或补充该职位描述。

· 如有可能用客人的母语与其交流。

· 完成任何其他合理的职责和被指派的职责。

· 全面了解前厅部所用的系统。

我们寻找什么样的人才?

希尔顿前厅部经理始终要以宾客的利益为重并与其他团队成员密切合作。若要成功地应聘这一职位，您的态度、行为、技能和价值观应符合下列标准:

· 能运用计算器材准确无误的进行各种数据运算。

· 能用英语有效的倾听和进行沟通。

· 熟练操作酒店电脑系统。

· 擅长于处理宾客关系，能有效快速的应对处理各种问题。

· 以较强的人际交往能力提高客人满意度。

· 能在强压下胜任工作。

· 一至两年相关工作经验者优先。

What will I be doing? Position Summary (bullet points)

As the Front Desk Team Leader, you will be responsible for performing the following tasks to the highest standards:

· Maintain high customer service focus by approaching your job with the customers always in mind.

· Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

· Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

· Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

· Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.

· Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.

· Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.

· Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

· Agree and implement actions to make improvements to customer service.

· Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.

· Coordinate with the Housekeeping department to ensure cleaning is followed-up.

· Maintain guest histories to assist with returning guests.

· Attend and participate in regular operational and hotel meetings.

· Communicate goals to the team.

· Provide city information to guests.

· Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.

· Ensure the shift is reviewed, and handovers and briefings are carried out.

· Getting members of the team to work cooperatively with others.

· Create an environment where “everyone sells”.

· Keep the team up-to-date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.

· Plan ahead and ensure adequate resources are available.

· Set and agree to departmental objectives for self and team.

· Attempt to communicate with guests in guest’s native language if applicable.

· Have complete knowledge of operational systems at the Front Office.

· Carry out any other reasonable duties and responsibilities as assigned.

· The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Front Desk Team Leader serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

· Able to perform moderately complex mathematical calculations without error.

· Able to read, listen and communicate effectively in English, both verbally and in writing.

· Able to access and accurately input information using a moderately complex computer system.

· Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

· Good interpersonal skills to provide overall guest satisfaction.

· Able to work under pressure and deal with stressful situations during busy periods.

1 to 2 years of related working experience preferred.

上海康莱德酒店坐落上海市中心的南京东路和人民广场地带，交通便捷，连接1/2/8地铁线。著名的南京路步行街，人民广场，上海博物馆，上海大剧院等亦在信步之间；步行亦可到达外滩、新天地、豫园、城隍庙等知名旅游景点；距外滩咫尺之遥，毗邻人民广场地铁站。酒店作为人民广场地标建筑，楼高66层，设计时尚典雅，餐厅和酒吧供应丰富的创意美食和特色饮品。728间客房及套房雅致舒适，均设有宽大的落地窗，人民广场和外滩的迷人景色尽收眼底。酒店40 层及以上为行政楼层，可居高临下俯瞰繁华城市及外滩景观，于此下榻尊享诸多希尔顿会员专属礼遇。