[Job Responsibilities]
【岗位职责】
Assist the Front Office Manager in being fully responsible for the daily operation and management of the Front Office Department, ensuring all service standards meet the requirements of the Swiss hotel brand.
1、协助前厅经理全面负责前厅部的日常运营与管理，确保各项服务标准符合瑞士酒店品牌要求。
Supervise and guide the work of front desk receptionists, concierges, telephone operators and other staff, optimize check-in and check-out procedures, and improve guest satisfaction.
2、监督并指导前台接待、礼宾、总机等岗位员工的工作，优化入住/退房流程，提升宾客满意度。
Handle guest complaints and emergencies, coordinate communication between departments, and safeguard the hotel’s reputation and customer relations.
3、处理宾客投诉及突发事件，协调跨部门沟通，维护酒店声誉及客户关系。  
Be responsible for staff scheduling, attendance checking, training and performance evaluation of the Front Office Department, organize team-building activities to enhance team cohesion.
4、负责前厅部员工排班、考勤、培训及绩效评估，组织团队建设活动，提升团队凝聚力。  
Monitor room reservations, arrange room allocation reasonably, and properly resolve problems such as overbooking.
5、监控客房预订情况，合理控制房间分配，确保超额预订等问题的妥善处理。  
Regularly inspect facilities, environmental hygiene and safety conditions in front office areas to comply with operational specifications.
6、定期检查前台区域设施设备、环境卫生及安全状况，确保符合运营规范。  
Assist the Front Office Manager in completing monthly and quarterly operation analysis reports, and put forward suggestions for service improvement and cost control.
7、协助前厅经理完成月度/季度经营分析报告，提出服务改进及成本控制建议。  

[Job Requirements]
【岗位要求】  
No restrictions on academic background, working experience and age, yet sound professionalism and service awareness are required.
1、学历不限，工作经验不限，年龄不限，但需具备良好的职业素养与服务意识。  
Familiar with the operation procedures of hotel front office; candidates with relevant management experience (front desk supervisor or foreman experience) are preferred.
2、熟悉酒店前厅运营流程，有相关管理经验者优先考虑（如具备前台主管或领班经验）。  
Possess outstanding communication and coordination skills, stress resistance and problem-solving ability, capable of properly handling all types of guest relations.
3、具备优秀的沟通协调能力、抗压能力及问题解决能力，能妥善处理各类宾客关系。  
Be proficient in hotel front office operating systems and office software (Word, Excel).
4、熟练使用酒店前台操作系统及办公软件（Word/Excel）。  
Neat appearance and elegant demeanor, standard Mandarin; candidates capable of basic daily work communication in English are preferred.
5、形象气质佳，普通话标准，能使用英语进行基本工作交流者优先。  
Have team management capabilities, able to motivate employees, assign tasks reasonably and maintain working enthusiasm.
6、具备团队管理能力，能够激励员工、合理分配任务并保持工作积极性。  
Identify with the service culture of Swissotel,be detail-oriented and responsible, and be able to work on a shift schedule.
7、认同瑞士酒店服务文化，注重细节，有责任心，能适应轮班制工作。

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