招聘前台主管 Front Desk Supervisor_广州粤海喜来登酒店招聘信息-最佳东方

1. Review arrival information on a daily basis; VIP, Regular guest, Groups, special requests, etc. Follow up with Housekeeping，Room Service and other concerned departments.

2. Responsible for correct registration procedure; registration card, room allocation, credit policy, etc.

3. Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out-of-order rooms, to ensure correct room status at all times

4. Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices

5. Responsible for correct handling of safe deposit boxes

6. Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges

7. Responsible for correct check-out procedure following hotel’s policies and procedures

8. Responsible for reservations, changes and cancellations when Reservation Office is closed

9. Handle claimed reservations and turn-away according to Sheraton’s policies and procedures

10. Report to management on deficiencies and irregularities noted in the operation

11. Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same

12. Responsible for correct selling status in the Reception at all times, by close liaison with Reservations

Complete the Scanning and sending guest` s ID/Passport information by shift according to the policy by local PSB.

13. Complete the scanning and sending guest`s ID/Passport information by shift according to the policy by local PSB. Ensure all CO guest`s data was check out in PSB system upon departure day .

14. Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Guest Service Manager or Front Office Manager if needed

15. Assist in preparing staff schedules, ensuring adequate staffing to meet business demands

16. Assist in preparing payroll information on the due dates, to ensure correct payments

17. Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs

18. Maintain good knowledge of the Preferred Guest program, ensuring correct handling, prepares reports and actively participates in enrolling new members

19. Assist in resolving accounting matters; disputes, missing back-ups etc

20. Ensure that all guest comments are logged and forwarded to the Front Office Manager

21. Be familiar with SGSS standards and is guided in daily work by these. Monitors staff performance continuously in this respect

22. Assist in departmental training and assessments

23. Be alive to new ideas and system which could benefit the department and hotel

24. Assists in departmental training plan

25. Deliver high quality service to guests

26. Ensure guest needs and reasonable requests are met

27. Seek opportunities to continually improve guest service

28. Identify VIP, member, regular and long staying guest, develop rapport to offer personalized service and assistance

29. Take appropriate action to resolve guest complaints

30. Promote the hotel and Sheraton product and service knowledge in order to explain services and facilities to guests

31. Ensure a high lever of cleaning is maintained in your work area

32. Responsible for distributes daily work

33. Ensure the sharing and follow up of the FD mail box properly.

34. Guard hotel secrets

35. Abide by the Sheraton Guest Satisfaction System (SGSS).

36. Abide by the Hotel’s Policies and Procedures, Sheraton Code of Business Conduct and the hotel’s Associate Handbook.

37. Handle cash, Pool House Bank , cheques, credit cards, bills, overages/shortages in accordance with hotel and Marriott policy compliance. Follow all company policies and procedures.

38. Carry out other tasks as directed by your supervisors.

1. 上岗前查看当天抵店客人信息，包括贵宾，万豪国际集团优先顾客，团队预订及其它相关的特殊要求。及时将相关信息通知客房部和送餐部及其它相关部门

2. 负责正确使用登记程序、填写登记卡、房间分配、信用方针等

3. 与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，确保随时保持正确的房间状态信息

4. 负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票

5. 负责正确处理保险箱业务

6. 负责团队抵店前的准备工作，确认团队总帐单以确保正确收款

7. 负责遵守酒店政策与服务程序，正确完成客人离店手续

8. 负责预订部下班后的预订服务、预订变更及取消预订

9. 根据喜来登原则与服务程序处理无法发现预订与超预订时婉拒服务

10. 向上级报告饭店在营业中存在的不足与缺陷

11. 熟悉房费、折扣、包价、饭店设施和特殊活动等相关知识，同时确保接待员正确掌握

12. 与预订部保持紧密联系，确保前台始终处于正确销售状态

13. 严格按照当地公安机关的要求做好入住客人证件扫描和上传。确保每日退房的客人资料要在PSB系统中退房。

14. 确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开饭店。必要时征求宾客服务经理或前厅部经理帮助

15. 负责准备员工排班表以确保有足够员工满足运作需要

16. 负责在指定日期准备工资信息报告以确保正确支付员工工资

17. 熟练掌握饭店所有合作促销计划，同时确保接待员熟悉掌握

18. 熟悉万豪国际集团优先顾客计划，确保正确处理、准备报表以及积极参与发展新会员

19. 协助解决财务问题，包括有争议的帐目问题及丢失的信息备份等

20. 确保记录所有客人意见，并向前厅部经理汇报

21. 熟悉喜来登顾客满意标准并贯彻于日常工作中。不断监督员工在这方面的表现

22. 协助部门培训与评估

23. 鼓励有利于部门与饭店发展的意见与系统

24. 协助制定部门培训計划

25. 向客人提供优质服务

26. 确保客人需求和合理要求被满足

27. 通过记录客人的评论并以此为实践，不断寻找机会提高对客服务水平

28. 确认贵宾，万豪国际集团优先顾客、常规以及长住客人。建立良好关系并提供个性化和超值服务

29. 采取合适的行动解决客人的投诉

30. 通过不断向客人介绍饭店服务与设施，从而促销饭店与喜来登的产品与服务

31. 确保所在工作区域的高度整洁

32. 分派下級做其他工作

33. 确保前台邮箱所受到的信息被很好的传达及跟进。

34. 保守饭店机密

35. 在工作中遵循喜来登对客服务满意标准(SGSS)

36. 遵守饭店的工作政策及程序，遵守喜来登的商业行为规范以及员工手册中的条款。

37. 按照酒店万豪政策合规处理现金、备用金、支票、信用卡、账单、长短款等，遵守所有公司政策和程序。

38. 在上级指导下执行其它任务

广州粤海喜来登酒店是由广东天河城（集团）股份有限公司投资兴建，世界著名的万豪国际集团管理的国际商务酒店。酒店毗邻广州最大购物中心－天河城，举步可达多家商场、餐厅及娱乐场所。酒店还位于2条主要地铁线（一号线和三号线）的交汇处，乘坐地铁至酒店员工宿舍仅两站，前往广州东站仅一站，同时地铁还直达广州白云国际机场，优越的地理位置为员工的生活及工作带来了便利。酒店拥有 445 间客房与套房，每间宽敞明亮的房间都配备独有的喜来登甜梦之床；超过 1300 平米的会议空间以及先进一流的宴会和视听设施，满足各式会议和宴会需求。除此之外，3家风格别致的餐厅（盛宴全日餐厅、采悦轩中餐厅、班妮意大利餐厅）与1间大堂吧为客人提供多种选择。我们的宾客服务设施还包括：24小时客房送餐服务，礼宾服务，商务中心，喜来登俱乐部，设施一流的喜来登健身中心，户外度假式恒温泳池，以及独具特色的喜来登炫逸水疗中心。我们为每位员工提供优厚的福利待遇：缴纳社会保险和住房公积金，工作餐每日三餐，带薪年假，全球姐妹酒店入住及餐饮员工优惠价，外地员工还提供免费员工宿舍（配空调、热水器和独立卫生间）。我们坚信员工是最宝贵的财富，我们将为您提供在充满活力的团队中拓展个空间的专业培训和发展机会！每一位新员工入职一个月内，酒店为其提供为期三天的入职培训，包括集团介绍、酒店介绍、品牌及品牌标准、服务文化等，让员工能更好地了解集团及酒店，为客人带来更好的服务。此外，我们还免费提供英语培训、部门技能培训；对于表现优异的员工，我们还提供广阔的职业发展机会，包括：酒店内部交叉培训，国内外姐妹酒店短期支援工作机会，国内外姐妹酒店工作调转机会，及万豪人才发展计划。我们渴望优秀人才加入我们的团队，相信你的潜力可以在这里得到最大程度的激发！欢迎加入粤海喜来登酒店，您的万豪之旅从此启程！