招聘前厅部经理_南京金鹰国际实业有限公司金鹰皇冠假日酒店招聘信息-最佳东方

Job overview职位概述

· Managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

· 管理前厅部各方面工作，包括但不限于注册客人，行李服务，礼宾服务，商务中心，电话服务，客人预订来确保客人的满意度，使酒店利润最大化。遵守品牌规范。在前台经理缺席时代理其职位。

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:

· Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do.

· Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.

· 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：

· 建立信任 – 成为您所在领域的专家；言行得体，随机应变，应宾客的需求提供量身定做式的服务。

· 鼓舞成就 – 尊重和了解宾客的需求和他们追求的目标，认可赞赏他们，确保宾客得到尊重和重视，并体验到他们的非凡地位。提供周详方案，令宾客轻松无忧。

· 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

· Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition

· 监督前厅部员工，以确保来宾被及时的礼貌接待并得到充分的注意和重视

· Monitor Front Office and particularly Guest Relations personnel, to ensure ICHG members, known repeat guests and other VIPs receive special attention and recognition

· 监督前厅部，特别是客户关系人员，以确保优悦会会员、常客和其它贵宾得到特别关照和尊重

· Control the availability of rooms, rooms types, accuracy of room count and rate categories

· 管理房间空余情况、房间类型、房间出租率和价格类型的准确性等

· Maximize occupancy, revenue and average rate while maintaining high service standards

· 在保持服务的高标准的同时将入住率、收益和平均价格最大化

· Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to

· 与客房部联系，保持客房形象，并遵守“到店即可入住”的政策

· Turn away guests if occupancies deem it necessary ensuring no good-will is lost

· 如无房则婉拒来客，以免丧失信誉

· Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met

· 与行政管家紧密联系，以确保客人的特殊需要、关于各类用品的需要和其它与客房相关的需要得到满足

· Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

· 掌握信用政策和程序，并与财务部密切联系，以确保信用程序的完全执行

· Know system recovery procedures

· 掌握系统复原程序

· Interpret computer reports

· 分析电脑报告

· Compile statistics for front office and provide reports relating to that area

· 为前厅部整编统计数字并提供与之相关的报告

· Continually check the accuracy of room count

· 不断检查房间出租率的情况

· Approve upgrades and special amenities in absence of manager

· 批准房间的免费升级及特殊设备的使用

· Maintain inter-departmental relationships to ensure seamless customer service

· 保持各部门之间的关系以确保对客服务畅通

· Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

· 经常到大厅、接待处和收银台检查其整洁情况，并在贵宾到来前对贵宾房进行抽查

· Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

· 在考虑项目入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为前厅部员工准备高效的工作计划，安排节日和假日

· Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

· 保持部门员工的行为、装束、卫生、制服穿着、外表和仪态标准

· Provide input for Front Office Departmental Meetings and deputizes in cases of absence

· 参加前厅部部门会议并在缺席的情况下负责代理

· Promote Inter-hotel sales and in house facilities

· 促进店际销售及完善内部设施

· 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。

Required Skills –

技能要求

· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

· 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

· Good writing skills

· 具有良好写作技能

· Proficient in the use of Microsoft Office and Front Office System

· 熟练使用微软办公软件和前台系统

· Problem solving, reasoning, motivating, organizational and training abilities

· 具有解决问题，推理，号召，组织和培训能力

· Strong Leadership skills in managing teams

· 在管理队伍中有具很强的领导技能

· Ability to manage complex relationships

· 管理复杂关系的能力

Qualifications –