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主要职责
Job Summary
工作概述
Responsible for the operational efficiency of all front desk areas during shift and the service delivery of those areas.
负责管理所有前台的运营效率和服务工作
Essential Duties and Responsibilities – (Key Activities of the role)
主要职责 ﹣(职务的主要工作)
· Familiar with Front Office Standards and Procedures.
熟悉前厅部工作服务标准及操作程序
· Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs
熟悉酒店所有计划,同时确保接待员熟悉掌握
· Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same
全面了解掌握酒店房价、折扣、包价、酒店设施及特别事件;同时保证接待员同样了解
· Maintain good knowledge of the WYN rewards, ensuring correct handling, prepares reports and actively participates in enrolling new members
熟悉温德姆奖赏计划,确保正确处理、准备相关报告并积极发展新会员
· Maintain good working relations with all departments, especially Housekeeping and Reservations. Make sure conduct well room control.
与所有部门保持良好的协作关系,特别是客房部与预订部,确保做好房间控制工作
· Familiar with full house situation and front desk manual operation process.
熟悉满房及前台手工操做程序
· Review arrival information on a daily basis; VIP, long stay, Regular guest, Groups, special requests, etc. Follow up with Housekeeping. Assign room for the guest.
检查当日抵店客人信息,包括VIP贵宾、长住客、常住客、团队客人以及其他特别要求;及时将相关信息通知客房部。为客人分配房间
· Responsible for correct registration procedure; registration card, room allocation, credit policy, etc.
负责正确执行登记程序;如填写登记卡、分配房间、信用担保等
· Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices
负责正确处理现金和支票、信用卡、外币兑换、付款凭证以及发票等收银相关事宜
· Responsible for correct handling of safe deposit boxes
负责正确处理保险箱业务
· Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges
负责团队抵店前的准备工作,确认团队总帐单以确保正确收款
· Responsible for correct check-out procedure following hotel’s policies and procedures
遵守酒店政策与服务操作操作程序,正确办理客人退房离店手续
· Responsible for correct selling status in the Reception at all times, by close liaison with Reservations
与预订部保持紧密联系,确保前台随时处于良好的销售状态
· Responsible for reservations, changes and cancellations when Reservation Office is closed
预订部下班后,负责预订、预订变更及预订取消等相关工作
· Take appropriate action to resolve guest complaints
采取恰当方式处理客人投诉
· Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Duty Manager or Front Office Manager if needed
做好宾客投诉记录并采取措施避免宾客带着不满的情绪离开酒店;必要时寻求值班经理或前厅部经理的帮助
· Assist in resolving accounting matters; disputes, missing back-ups etc
协助解决财务问题,包括有争议的帐目问题及丢失的信息备份等
· Maintain a high level of the hotel product and service knowledge in order to explain services and facilities to guests
熟悉产品和服务知识以便向客人介绍并销售服务和设施
· Ensure all the working equipment in good condition.
确保前台设备处于良好的工作状态
· Assistant Front Desk Manager on duct departmental training plan and assessments.
协助前台经理制定部门培训与计划
· Arrange new associate training plan and attention performance.
安排新员工培训计划,并时刻关注其表现
· Carry out other tasks as directed by your managers
在上级指导下执行其它任务
2. REQUIRED QUALIFICATIONS
资格
Required Skills
专业知识技能要求
· Good knowledge and very familiar with all front office area operation
掌握前厅部工作知识并且熟悉前厅各岗工作
· Good English language skill
良好的英语能力
· Good supervisory skill
良好的管理技能
· Good communication skill
良好的沟通技巧
· Be good at organize and problem solving
良好的组织以及解决问题的能力
· Good finance knowledge
良好的财务知识
· Good PSB knowledge
熟悉PSB政策
· Good Opera knowledge
熟悉Opera系统
Additional Skill required
其它技能要求
· Facility in written and verbal communication
良好的口头表达和书面表达能力
· Positive attitude under pressure
良好的心理承受能力,积极的工作态度
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