【職位描述】 Majorly focuses in lobby, supports Front Desk, Executive Floor and Concierge during daily operation，also assists the management team in the daily managerial tasks for the Front Office, ensuring a seamless experience for the guest in all areas. Recognizes and maintains relationship with guests, also need solve guest complaint or request in a professional way. 值班經理主要專注于大堂，同時為前臺行政樓層和禮賓部的日常運營提供工作支持，并通過協助管理層完成部門日常管理工作來確保客人在所有區域內的體驗。同時需要認知和維護與客人之間的關系，并以專業的方式處理客人的投訴或要求。 Maintain and Manage the Daily Lobby Operations 維護和管理大堂日常運營 Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest. 進行每日巡視以確保LQA在對客服務中被遵守和執行。 Attends to referred and handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to next level supervisor for necessary action and assure follow up with guests. 主動關注并禮貌高效的處理客人的要求及投訴，需要時要向上一級主管匯報，并且確保及時跟進。 Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests. 確保對所有忠實會員和貴賓都執行其相關接待程序和標準。 Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination. 明晰酒店產品知識，確保貴賓及活動信息的時效性和準確性。 Presence in the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure both colleagues and facilities/equipment are in good condition. 工作期間保持在大堂區域巡視，主動協助前臺和禮賓部的日常運營，并確保所有同事和運營設備的工作狀態良好。 Ensure cleanliness, atmosphere and appearance of lobby and related areas. 確保大堂及相關區域的清潔、氛圍和外觀符合品牌標準。 Check potential room revenue for any discrepancies and do necessary corrections. 檢查有可能產生的任何房費差異，并跟進解決。 To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned. 與上一個班次進行完整而準確的交接，以確保所有待跟進事項都被記錄和解決。 To ensure that an accurate Front Office guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team. 確保前廳部部門日志的準確性，將當日發生的與客人相關的時間整理并記錄，并將值班經理日志每日發送給總經理和行政團隊。 Adheres to promote the health & safety policies to ensure a safe work environment. Knowledgeable for all safety & emergency procedures, and act as key contact personnel of Emergency Response Team during certain situation. 堅持并推行健康與安全政策，以確保安全的工作環境；熟悉掌握安全及緊急程序， 并在危機情況作為危機處置小組的主要聯絡人參與危機處理。 Verifies that all information requested by the local police authorities are adhered to and prepared accurately. 確保由當地執法部門所要求的全部事項都被嚴格遵守并實行。 Maintains all information security standards compliance of Front Office at 100%. 確保所有信息安全標準被百分之百的執行。 Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%. 確保《食品安全與衛生標準》被百分之百的執行。 The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment. 如有必要，該部門有權更改或補充該職位描述。 Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的職責和被指派的職責。 Provide Guests’ Experiences that Exceed Guests’ Expectations 為客人帶來超越期待的入住體驗 Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment. 尋求客人滿意度反饋，并根據我們的使命宣言和人才賦權的理念來解決問題。 Coordinate the Arrival, Stay and Departure experience for all loyalty/VIP guests to ensure a seamless experience. 為所有忠誠會員和貴賓提供完美無瑕的到店、居住和離店體驗。 Involvement in the arrival, rooming, and departure of key/VIP guests. 親自負責貴賓的入住、房間介紹以及離店。 Be recognize with frequent guest and provide individually welcoming. 認知常住客人并提供個性化的歡迎。 Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays. 預知客人需求，收集客人喜好，并確保這些需求和喜好在客人入住期間會被一直滿足。 Full utilization of all kinds of systems to embrace guest experience. 充分利用各類酒店管理系統和軟件以提高賓客體驗。 Accuracy in link of reservations requirement to room allocation/guest needs. 根據預訂信息準確地為客人安排房間及滿足合理需求。 Liaison between Front Office departments and rest of hotel effective for guest experience. 在前廳部與酒店其他部門之間有效的溝通來提高賓客體驗。 Focuses on the stay experience for ALL members. 致力于提升雅高心悅界會員的入住體驗。 【任職要求】 Diploma or Degree preferably in hospitality or related field 酒店管理或相關專業的本科或專科學歷 Minimum two (2) years relevant experience in a similar position in a renown international hotel brand 在知名國際酒店內從事至少兩年類似崗位的經驗 PMS and Office software knowledge 熟悉并掌握Opera酒店管理系統和各類辦公軟件 Excellent oral and written skills in Mandarin and English 優秀的中英文聽說讀寫能力 How to manage guest experience, understands and can use reporting RPS, etc. 了解如何管理賓客體驗系統，并可熟練使用報表工具對其進行分析