招聘前台主管 Front Desk Supervisor_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)

· 督促管理当值期间前台接待工作确保提供优质高效的服务。

· 与员工有效的沟通提供明确指示关注员工的表现并给予激励。

· 在遵循酒店规章制度维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。

· 管理前台用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。

· 友好诚挚的问候耐心倾听沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用能应酒店需求调整工作时间。

· 通过训练及一致的管理领导和激励团队员工。

· 积极地参加职业培训,让员工保持水平一致。

· 做员工的导师提高员工水平促进他们完成所设立的目标。

· 确保员工手册中国的劳动法HR指南的一致性必要的时候提供培训。

· 培训部门高潜能员工促进工作水平的提高及进一步的职业规划。

· 致力于酒店工作为酒店发展提供创造性的建议为顾客和整个团队提供高品质服务。

· 简单易懂的培训新员工使其尽快达到胜任工作的最低标准,了解公司的期许与要求。

· 为顾客提供热情周到的服务有宾至如归感。

· 依照预订为客人办理入住核对预订信息希尔顿荣誉客会号及航空公司会员号确保入住登记表的完整性及付款方式安全有效。

· 将客人送至客房介绍客房布局确保行李及时送达。

· 采取必要行动及时有效的处理顾客的不满适当的时候告知值班经理或宾客关系经理。回访客人确保客人对解决方法满意。

· 维护顾客档案和信息确保预订的有效性和准确性。

· 作为VIP客人最先联系到的部门要确保他们的个性化服务。

· 协销售预定和商业发展团队共同为客人提供服务。

· 引入新的荣誉客会会员确保会员应得利益为会员提供优质专业的服务。

· 按照客人的预定或喜好安排房间并做详细目录管理。

· 确保宾客档案信息及时录入公安申报系统。

· 遵循希尔顿品牌标准。

· 掌握希尔顿酒店集团的基本概况。

· 了解酒店周边地区的最新信息名胜风景地等为顾客提供方便。

· 确保前台和其他部门间的沟通交流特别是客房部餐饮部财务部等。

· 维护酒店电脑系统信息数据的准确性便于系统操作确保前台运营设备的正常运转以及工作区域的整洁清洁。

· 确保信息的有效传递尚未完成的事情逐一移交至有关人员让宾客满意。参加日常例会及其他会议。

· 汇报最新的工作进展确保前厅副经理和宾客服务经理对部门营运状况的了解。

· 确保前台的日常管理包括但不局限于工作的监督房间分配报告信用额度核对电脑数据备份及主帐的核对等。

· 核对入住登记表会议及活动信息预订备份等。

· 如有要求提供完整的报告并及时送至所需部门。

· 确保日常设设施备用品的维护保养和必需库存所有物品记录有序。

· 警惕商业竞争行为促进积极的市场发展。

· 根据价格要求向客人提供相应物有所值的物品。

· 按照健康安全危机管理部门灾难处理方法救火程序执行。在宾客关系经理不在场的情况下参与救助行动。

· 严格遵守现金收付手续确保所有收银员的现金帐目准确无误收支平衡。

· 收取现金信用卡代金券公司或第三方付费等服务时要严格遵守酒店规定。

· 为客人提供保险箱保证他们的财物安全。

· 跟进担保预订及付款方式确保酒店收入。

· 确保所有帐单消费的精准性为客人提供高效快捷的结帐服务。

· 控制花费节约成本。

· 抓住商机用合理的方式提高酒店收入确保客人感受到物有所值。

· 帮助客人解决换房间事宜。

· 如有必要该部门有权更改或补充该职位描述。

· 完成任何其他合理的职责和被指派的职责。

· 熟悉和掌握前台各项系统。

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:

· 能有效的用英语沟通交流。

· 能快速有效的运用电脑操作系统包括希尔顿自有的管理系统。

· 以较强的人际交往能力提高客人满意度。

· 优越的数据理解性能对日常营运的数据给予合理恰当的解释。

· 擅长于处理宾客关系能快速有效的应对各种问题。

· 能在强压下胜任工作。

两至三年相关工作经验者优先。

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

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

· Supervise front desk staff to ensure smooth and efficient operation during the assigned shift.

· Communicate effectively both verbally and in writing to provide clear directions to staff.

· Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.

· Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.

· Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.

· Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice.

· Listen to and understand requests, issues and situations from both guests and team members.

· Regular attendance in conformance with the standards established by Hilton from time to time.

· Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.

· Support and motivate front desk team members by leading by example and employing competent and consistent management practices.

· Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.

· Attend training where and when required.

· Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.

· Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.

· Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.

· Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them.Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

· Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired, and method of payment is secured.

· Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.

· Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.

· Follows-up with all guests to ensure satisfaction with problem resolutions.

· Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.

· Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.

· Liaise with Sales, Reservations and the Business Development team to handle corporate guests.

· Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

· Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.

· Ensure that guests’ profiles and information is input into the Police Report system in a timely and accurate way.

· Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.

· Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.

· Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel.

· Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.

· Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.

· Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.

· Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.

· Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.

· Ensure that the Assistant Front Desk and Guest Service Managers are kept aware and up to date with operational issues.

· Ensure that the day-to-day functions of the front desk are completed, including but not limited to Guest Service Manager’s checklists, trace reports, credit limit checks, online back-ups, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards.

· Check registration cards, meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.

· Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.

· Ensure that the front desk is kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.

· Keep up to date and aware of competitor activities in order to be proactive and create market advantage.

· Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

· Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations. In the absence of the Guest Relations Manager, be a part of the Fire Team and take action accordingly.

· Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.

· Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

· Maintain safety deposit boxes, ensuring that guests’ valuables are safe and secure at all times.

· Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

· Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.

· Manage costs effectively by minimizing and controlling expenses.

· Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhere to Hilton brand standards and ensuring that guests receive value for money.

· Handle guest relocations as required.

· Familiar with and master the front desk system.

· 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?

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 read, write, speak and understand the English language to communicate effectively with guests and employees.

· Able to access and accurately input information using a moderately complex computer system, including Hilton property management systems.

· Good interpersonal skills to provide overall guest satisfaction.

· Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

· 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 and analyse accurate information and resolve conflicts.

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

2 to 3 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。