[Job Responsibilities]
【岗位职责】
Assist Front Desk Manager in overall daily operation of front desk. Ensure efficient, accurate guest check-in, check-out and all procedures in compliance with hotel service standards.
1、协助前台经理全面负责前台日常运营，确保宾客接待、入住登记、退房结账等流程高效、准确、符合酒店服务标准。
Supervise and coach front desk associates to follow service standards; handle guest complaints and emergencies to improve guest satisfaction.
2、监督并指导前台员工执行服务规范，处理宾客投诉及突发事件，提升客户满意度。  
Manage front desk scheduling, attendance and staff training to ensure team professional skills and service awareness.
3、负责前台排班、考勤管理及员工培训，确保团队具备专业的业务技能与服务意识。  
Coordinate with Housekeeping, Concierge, Engineering and other departments to guarantee smooth arrangement of room allocation, luggage service and facility maintenance.
4、协调与客房部、礼宾部、工程部等部门的沟通，保障房间分配、行李服务、设施维护等环节顺畅衔接。  
Regularly review front desk reports (occupancy, revenue data, guest feedback); assist manager to formulate and implement improvement plans.
5、定期审核前台报表（如入住率、营收数据、客户反馈），协助经理制定改进计划并落实执行。 
Maintain relationships with hotel members and VIP guests, promote member recruitment & upgrade to increase repeat stay rate.
6、维护酒店会员及贵宾客户关系，推动会员招募与升级，提升复住率。  
Manage front desk inventories including room keys, printing supplies, petty cash, control costs and ensure rational utilization of resources.
7、管理前台库存（如房卡、打印耗材、备用金等），控制成本，确保资源合理使用。  

[Job Requirements]
【岗位要求】  
Strong customer service awareness; capable of handling guest requests and complaints with good affinity.
1、具备良好的客户服务意识，能妥善处理宾客需求及投诉，亲和力强。  
Excellent team management and communication skills to guide frontline staff effectively.
2、拥有较强的团队管理与沟通协调能力，能有效指导前线员工。  
Familiar with hotel PMS system and basic office software (Word, Excel).
3、熟悉酒店前台操作系统及基础办公软件（Word、Excel）。  
Able to work rotating shifts including night shifts, weekends and public holidays; strong stress tolerance.
4、能适应轮班工作制（包括夜班、周末及节假日），抗压能力强。  
Basic oral English communication; candidates with advanced foreign language ability are preferred.
5、能用英语进行基本的日常交流，具备外语沟通能力者优先。  
Previous hotel front desk experience or minimum 1 year relevant supervisory experience preferred. Quick learners without related experience are also welcome.
6、有酒店前台工作经验或至少1年同等岗位管理经验者优先，但欢迎无经验但学习能力强者应聘。

舟山英冠瑞士酒店隶属于法国雅高酒店集团，以“瑞意心旅，莫负时光”为理念，传承瑞士匠心待客之道的高端品牌酒店，将法式轻奢和瑞士精工等理念与舟山海洋文化、禅意风情深度融合。酒店坐落于舟山普陀区核心区域，东临“海天佛国”普陀山，是集商务会议、滨海度假、禅意休闲于一体的国际品质酒店