岗位职责
- 严格遵循万豪集团服务标准与运营体系,负责宾客到店全流程接待,完成入住、退房手续办理,核对宾客身份信息,落实房态核查、押金收取、结账开票等全套前台业务操作,保障服务符合万豪品牌规范。因酒店处于筹备开业阶段,需参与开业前各项前台筹备、流程梳理、物资盘点、模拟演练相关工作。
- 接听前台各类咨询来电,妥善处理宾客咨询、预订变更、留言登记、客诉反馈,联动各部门快速响应宾客诉求,践行万豪服务理念,打造高品质宾客入住体验。
- 规范完成前台各类台账登记工作,妥善保管收银现金、票据及发票,做到账款日清日结,确保前台账务数据准确无误,符合集团财务管控要求。
- 维护前台公区环境整洁有序,定期盘点前台物资、客用物料,做好领用登记,保障前台日常运营物资充足;配合完成开业前物资清点、物料就位工作。
- 积极向宾客推广万豪旅享家会员权益,讲解酒店各类营销活动,配合落实集团及酒店线下营销活动落地执行,参与开业活动前期筹备。
- 高效联动酒店各业务部门,同步宾客特殊需求与重要信息;规范填写交接班日志,完整传递班次业务、待办事项,保障跨班次服务连续性,契合外资连锁酒店标准化管理要求。
- 协助回复线上平台宾客咨询,配合人事完成平台招聘宣传发布等临时工作。
任职要求
- 大专及以上学历,酒店管理、旅游管理相关专业优先;有酒店开业筹备经验优先,拥有国际连锁 / 外资高端酒店前台工作经历优先,认同万豪集团服务理念,优秀应届生亦可培养。
- 形象气质佳,仪容仪表符合万豪品牌员工着装礼仪规范;普通话标准流利,具备基础英语会话能力,可接待外籍宾客者优先。
- 熟悉高端酒店前台完整业务流程,能够熟练操作 PMS 酒店管理系统,掌握 Office 办公软件;有万豪系酒店系统操作经验优先。
- 具备外资酒店服务意识,善于沟通共情,心理素质与抗压能力强;酒店筹备阶段工作任务繁杂,可适应倒班、轮班工作制(含夜班)。
- 做事细致严谨,责任心强,面对现场突发客诉具备良好应变处置能力,愿意投入参与开业各项筹备事务。
- 认同集团管理制度,遵守万豪各项规章制度,具备良好团队协作精神。
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