• 岗位晋升
• 帅哥多
• 美女多

Duties and Responsibilities 工作职责
l Work alongside guest contact colleagues ensuring the delivery of on brand guest service with poise.
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验。
l Ensure appropriate manning levels for the anticipated daily work flow in all managed sections.
确保所有监管部门有足够的人手参与日常营运。
l Supervise the work and operation of the Front Office team. Ensure colleagues are executing their respective job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook.
监督前厅各部门的日常运作。确保团队员工根据拟定的规定条例以及公司员工手册执行其职责范围内的工作。 
l Handle dissatisfied guests during their stay or after they have departed to resolve complaints and identify and rectify any processes which lead to the service shortfall.
处理入住期间宾客所遇的不满意之处和解决他们离店后的投诉并确认及改进服务中的不足之处。
l Conduct inspections of all guest public areas and ensure all areas are up to standard and all operating equipment is well-maintained.
确保宾客区域符合标准,所有营运设备运作正常.
l Be able to perform all subordinates’ duties.
熟悉并能承担部门所有班次工作。
l Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour.
展现诚实，可靠，规范及专业的工作礼仪。
l Gather and analyse relevant facts and data to establish the root cause of reoccurring problems; make timely and sound decisions with regard to appropriate course of action.
汇总和分析相关事实及资料从而确定发生问题的根源。 根据所需采取的行动做出及时并合理的决定。
l Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behaviour in others.
与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。
l Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
l Foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words.
以身作则，并以正确和正面的事例引导其他同事。
l Collect and analyse data to make customer focused business decisions; ensure associates understand and exceed customer expectations.
收集并分析资料使客源更接近商业目标；确保同事们理解并超越宾客的期望。
l Responsible for keeping standards and procedures up to date, developing training plans, career development, mentoring and motivation of all Front Office colleagues.
遵守条例及规定，及时制定培训计划和职业发展规划，向所有前厅部同事展示专业的领导力。
l Drive the performance appraisal process, and ensure all appraisals have clear and accurate feedback and SMART objectives for the next 6 – 12 months.
完成同事表现评估，确保所有的评估都得到清晰准确的回馈，并能客观地制定跟进计划。
l Ensure a smooth co-ordination between the individual sections of Front Office and Rooms Division.
确保与前厅各部门及房务部建立良好的合作关系。
l Liaise and work closely with other departments to resolve any operational issues. 
与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。
l Promote the free flow of information; encourage the open expression of ideas and opinions.
促进信息的流通，鼓励开放的思想和看法。
l Build a team with different opinions, skills, experiences, and backgrounds; leverage personal, cultural, and functional differences to optimize team performance.
以不同看法，技能，经验和背景建立团队。运用个人，文化，功能的不同来优化团队。
l Work collaboratively with others to achieve common goals and objectives; serve effectively in both team member and team leader roles; promote collaboration & teamwork in others.
共同协作以达到共同的目标和目的。为团队成员和主管展现有效的领导作用，促进协作。
l Encourage and empower the success of others; create enthusiasm, investment, and a desire to excel; gain support and commitment from others; promote a healthy life balance.
通过沟通，鼓励和授权他人在工作中体现价值，并创造平衡，和谐的工作环境。
l Commit the resources and time needed to train and develop people, both for their personal growth and to meet organizational needs; identify and pursue your own learning opportunities.
利用资源和时间来培训及发展别人，包括他们的个人发展以及满足组织的需要;确定和实现自己的学习机会。
l Align plans with business strategy; understand short- and long-term impact of business decisions; demonstrate knowledge of and educate others about how one's work aligns with the overall business/brand strategy, and ultimately shareholder value.
制定与商业策略一致的计划；理解短期和长期商业决策的影响力。指导其他同事如何工作从而与整体业务与品牌战略保持一致，最终体现股东价值。
l Understand the meaning and implications of key internal and external financial indicators; manage overall financial performance; use sound financial analysis to evaluate strategic and investment options.
理解内部和外部财务指标的意义及影响；处理整体财政表现；运用合理的财务分析去评价战略及投资选择。
l Add value through revenue growth and operational efficiency through process improvement; understand and focus on the key drivers of sales, associate and customer satisfaction, profitability, and quality.
通过收入的增长和有效的运作提升价值；理解并关注销售，同事和宾客的满意度，收益和质量的关键。
l Manage and redesign processes for optimal value by encouraging and actively participating in process improvement methods while measuring results.
当评估结果时，通过鼓励和积极参与过程的改进方法实现对于生产价值的管理和计划。
l Fully understand hotel PMS - Opera, FCS, and Miwa Key Systems.
理解酒店西软系统和爱迪尔钥匙系统以确保有效地处理工作事务。
l Be familiar with hotel emergency procedures e.g. fire alarm and take charge during emergency situations.
熟悉酒店对于紧急情况的程序，例如：遇火警时，并能负责紧急情况的处理。
l Respond to guest correspondence or feedback within 24 hours.
在24小时内回复宾客的信件及反馈意见。
l Actively participate in department head, daily crossover, KPI, Mice, section head and Rooms Division meetings as requested and any other relevant meetings as required. Attendance must always be on time.
积极参加房务部门交叉会议，KPI，Mics等会议，以及根据需要参加其他相关会议并必须准时出席.
l Maximize daily hotel occupancy and average rate through effective room status control and driving up sell opportunities.
通过对房态的有效控制以及创造通过销售更高等级房间并提高房价销售机会从而最大化地提升客房率及平均房价。
l Maintain and enhance Guest Satisfaction Index of Front Office – GSI
保持并提高有关前厅范围内的顾客满意度。
l Maintain and enhance Colleague Satisfaction Index of Front Office – CSI
保持并提高有关前厅范围内的员工满意度。
l Monitor departmental Key Performance Index – KPI
监管部门关键绩效指标。
l Monitor Front Office P&L
监管前厅部收益和亏损。
aCCOUNTABILITY责任范围
Number of employees supervised –
管理的员工
Direct  	Guest Service Manage/ Butler/ Concierge Supervisor/ Call Center Manager/ Front Desk Supervisor
直接       宾客服务经理 / 贴身管家/ 礼宾部主管/ 宾客服务中心经理/ 前台接待主管
Indirect   Call Center Supervisor/ Driver/ Bellboy/ Call Center Clerk/ Receptionist
间接        宾客服务中心主管/ 司机/ 行李员/ 宾客服务中心职员/前台接待员
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
· Well organized.
良好的组织能力。
· Independent & ability to work under pressure.
独立并能承受压力。
· Good interpersonal skills.
良好的人际关系。
· Team player & able to develop sound working relationships with colleagues.
有团队精神并能够发展员工关系。
· Excellent communication skills in both written and spoken English and Mandarin. Other languages would be an advantage.
优秀的英语和普通话的书写及会话能力，懂其他语言为佳。
Qualifications –
学历
· Certificate / Diploma / Bachelor in Hotel Management 
酒店管理证书、文凭、学位 
Experience –
经验
· A minimum of 5 years Front Office operation experience with minimum 2 years at supervisory or assistant 
五年相关的前厅营运的工作经验，至少两年相关管理或协助经验

该酒店是按五星级标准投资兴建的酒店，酒店位于美丽的热带海滨旅游度假区神州半岛。如果您有一颗不甘平凡，且勇于挑战的心，这里将是您的目的地，欢迎加入我们一起来创造一个新的奇迹。