崗位職責： 1.協助賓客服務經理進行賓客服務部的運營工作。為所有客人提供優質的服務，創造難忘的體驗，同時盡可能地提高客房收入和入住率；高效地管理前廳部門的運作；監督雅辰榮譽會員計劃的實施質量，確保品牌服務標準的順利執行；確保于其他部門之間的一切必要溝通。 2.協助賓客服務經理確保賓客服務部作為一個獨立的盈利中心而進行有效管理，并通過評估反饋和訪客調查來處理客人問題并監控客人的滿意度。 3.根據“一職多能”的原則，協助部門負責人建立一個靈活的用人機制，協調有效和高效的薪資管理和資源分配。 4.確保賓客服務部符合質量和內部標準。確定流程改進和操作規程。提供反饋和改進流程，以改善客戶體驗。 5.通過使用實施的動態定價策略進行準確預約，提高入住率，每日平均房價和每間夜平均收入。完成增銷計劃。 6.協助賓客服務部經理，編制部門年度運營預算：監測每月費用，重點是工資，差異，協助準備時間表，訂購，庫存管理以及其他需要的行政職責。 7.在夜間沒有任何部門負責人的情況下，監督各部門確保正常運行。 崗位要求： 1. 一年及以上相同崗位任職經驗；熟悉酒店前廳的經營管理工作，具有較強的工作責任感和敬業精神。 2.?熟知五星級商務酒店前廳部整體經營管理質量標準，具備較強的工作責任感和敬業精神，抗壓能力強。 3.具有良好的組織協調能力、應變能力、文字表達能力和信息管理能力。

Job Description 崗位職責： 1. On the day of arrival, ensure all special requests are followed up, for example, mini bar, rollaway, special requests確保所有當天的特殊要求的跟進，例如小酒吧，飯店以及特殊的要求 2. Ensure all information is prepared in advance for the guest. 確保提前為客人準備好所有信息 3. Check arrivals and transportation details ensuring bookings are made. 檢查旅客及交通詳情，以確保做好預定 4. Obtain departure details from the day prior. 在前一天取得離店詳情 5. Send out thank you letters 發送感謝信 6. Send out newsletters發送簡報 7. Send out comment cards. 發送意見卡 8. Greet Hotel guests and visitors promptly and courteously. 及時，禮貌的迎接酒店的客人 9. Communicate Hotel product knowledge and philosophies to visitors and guests. 與客人溝通酒店服務信息 10. Provide hands on support to reception and concierge as required. 對前臺和禮賓部的要求提供支持 11.Be responsible for the complete guest satisfaction and check in procedure for groups. 負責客人滿意度以及團體的入住手續辦理 12. Keep abreast with Hotel product knowledge, activities, banquets, function and special events motivating guests to utilise Hotel facilities and services. 隨時了解酒店的產品知識，活動，宴會，功能和大事件，鼓勵客人運用酒店的服務與設備 13.? Ensure work area is kept neat and tidy. 確保工作區域保持整潔 Job Requirement 崗位要求： 1. Strong computer systems skills including; reservations and reporting systems熟悉電腦操作，包括預定及報表系統 2. Strong financial acumen財務敏銳性 3. Excellent communication skills, ability to influence situations良好的溝通能力 4. Able to collaborate effectively with other hotel employees and managers to ensure teamwork良好的團隊協作能力 5. Strong Microsoft Office suite and reporting system skills熟悉電腦操作系統 6. Ability to work a flexible schedule 愿意倒班

協助前廳經理管理前廳部運作，包括利潤最大化，控制成本和服務質量，確保顧客滿意度，同時有效的協調及領導前臺和賓客關系部每日的任務分配和運作。

【崗位職責】 1、對前臺進行日常管理，用敏銳的判斷力和決斷力解決客戶的問題。 2、為顧客提供熱情周到的服務，有賓至如歸感。 3、協助前廳經理管理前廳部運作，包括利潤最大化，控制成本和服務質量，確保顧客滿意度。 4、采取必要行動，及時有效的處理顧客的不滿。 【崗位要求】 1、大專以上學歷，具有酒店前臺相關工作經驗5年以上。 2、懂得酒店管理一般理論知識和酒店管理制度和工作規范。 3、熟悉各種應急預案的內容和程序，了解接待禮儀、禮節。 4、熟悉外事紀律，了解旅游法規，懂得治安、消防條例等法律、法規等基本知識。 5、具有較強的組織、指揮、協調和控制等方面的管理能力，能處理賓客投訴和突發事件。

l?Drive safely to the destinationGuest/Internal requested. 安全運送客人/酒店人員去任何他想去的目的地。 l? Document allvehicle incidents (i.e., damages, accidents) and provide reports of incidentsto Chief Concierge. 記錄所有車輛的損壞及事故，并向禮賓部經理匯報。 l? To check andmaintain the hotel vehicle, making sure it is always clean and in good working order. 定期檢查維護酒店車輛，確保車輛的整潔與安全性。 l? OtherAssignments or Tasks delegated from Hotel Management. 完成酒店管理層交付的其他任命或任務。

崗位職責 1、代表總經理主持酒店夜間的經營管理活動，對酒店總經理負責，并報告工作。 2、負責協調和督促各部門做好夜間的各種工作。協調夜間各部門的工作關系，處理和解決發生的各種問題和突發的各類事件。 3、代表總經理接待和迎送夜間到離店的重要賓客，檢查有關部門做好服務工作。 4、負責酒店夜間的質量管理工作。 5、編寫“夜間工作日記”，記錄當天工作的重要情況，發現的問題及處理的意見和結果，及時遞交總經理閱示。 崗位要求 1、大專以上學歷，有同崗位工作經驗5年以上。 2、懂得酒店管理一般理論知識和酒店管理制度和工作規范。 3、熟悉各種應急預案的內容和程序，了解接待禮儀、禮節。 4、熟悉外事紀律，了解旅游法規，懂得治安、消防條例等法律、法規等基本知識。 5、具有較強的組織、指揮、協調和控制等方面的管理能力，能處理賓客投訴和突發事件。 6、會撰寫本職范圍內的應用文，語言清晰。 7、能用一種外語與賓客流利交流。

根據預訂優質快速的為客人辦理入住手續，確認相關信息，如:房價，人數等，依客人喜好予以排房。向客人介紹酒店各種宣傳促銷活動及推銷希爾頓榮譽客會給非會員，吸引新會員的加入。指引去房間的方向并解釋房卡的使用方法，向客人分發禮物等。 確保入住期間的各項需求能有效滿足，幫助客人辦理外幣兌換及結帳手續。接收現金，信用卡，旅行支票，公司或第三方付費等付款方式。 熱情友好的問候客人，對客人的合理需求予以積極恰當的回應。準確提供各種信息 對自己權限范圍內不能予以解決的問題和需求，及時反饋給相應部門和人員予以解決。 積極的工作，友好的為客人提供服務。 積極參加所需的各種培訓，提高工作能力。 致力于酒店工作，為酒店發展提供創造性的建議，為顧客和整個團隊提供高品質服務。 依照預訂為客人辦理入住，核對預訂信息，希爾頓榮譽客會號及航空公司會員號，確保入住登記表的完整性及付款方式安全有效。 采取必要行動，及時有效的處理顧客的不滿，適當的時候告知值班經理或賓客關系經理。回訪客人，確保客人對解決方法滿意。 維護顧客檔案和信息，確保預訂的有效性和準確性。 確保VIP客人個性化服務待遇。 協助賓客服務經理按客人喜好分配房間。 為VIP客人或特殊場合安排活動，例如：過生日和度蜜月的賓客。 提供VIP賓客禮遇的單頁，確保賓客享用到所有禮遇。 協助銷售，預定和業務發展團隊共同為公司客人提供服務。 引入新的榮譽客會會員，確保會員應得利益，為會員提供優質專業的服務。 確保所有帳單消費的精準性，為客人提供高效快捷的結帳服務。

Here at the The Middle House, we don't do ordinary things. We thrive on the different and the exciting, and yes perhaps a little quirky and without doubt, fun. With a dynamic culture and an open door for your feedback, you're not just filling a role — you're owning it. We provide the training and the freedom for you to flourish, with leaders who support and encourage you. The difference is you. Everyday is a fresh page in our collective story. Ready to join us at the The Middle House? The Middle House is an ode to modern-day Shanghai in the middle of historic Dazhongli. Designed by Italian architect Piero Lissoni using a mixture of Chinese materials like porcelain, ceramic, bamboo and lacquered textures, our House combines an impeccable sense of style with an eclectic art collection and a flair for dramatic entrances. Job Overview This role leads the Guest Experience team to create authentic and memorable experiences for our guests that distinguish us from other hotels. We prioritise our guests in every aspect of their journey with us. Those who are passionate about meeting new people, making a spontaneous impression, and think out of the box will enjoy this role. Key Responsibilities Welcome to the core of what being a Director of Guest Experience is all about! Here's the quick lowdown on what you'll do day-to-day: As a Director of Guest Experience, you’ll work to create and implement long term goals and strategies that will cause the hotel to succeed and grow. Leadership ?Ensures that team members have the competence, confidence and support to focus on making each guest interaction a pleasurable experience for both parties. ?Gives clear, concise directions, provides support and supervises team members to ensure that directions are properly executed. ?Establishes a climate of motivation and enthusiasm among your team and contributes to same in the Core Team. ?Leads by example, be intimately involved in meeting, greeting and entertaining guests and ensure your team learns from you. ?Looks for ways to refine and improve provision of service continually with your team. Marketing ?Understands our various sources of business and different expectations and has processes in place to deliver appropriate experiences. ?Be alert to business opportunities as they present themselves and share with other Core Team members. ?Ensures that the database of previous guests is accurately and completely maintained. ?Attends revenue management meetings and ensures that agreed upon strategies are implemented on a daily basis. ?Ensures that all team members are succinctly and accurately able to describe the experiences provided in each of our restaurants and bars. Communications ?Conducts regular brief, concise, well prepared weekly meetings and morning briefings and ensures follow-up. ?Ensures that all Core Team members receive a daily briefing on the preferences of all arriving guests. ?Spends time each day communicating with guests and soliciting direct feedback to be shared at the daily hotel meeting. ?Ensures the Guest Experience Managers daily log is completed accurately and to a high level of detail and ensures that this information is shared at the daily hotel service delivery meeting. ?Prepares for and participates fully in daily Service Delivery meetings and Core Team meetings. Operational ?Ensures that guest statistics and preferences are accurately maintained in system and that guest preferences are always acted upon. ?Creates and implements a process of welcome which is completely seamless. ?Maximises the use of available technology and systems to get results. ?Ensures the facilities, equipment and offices under your supervision are maintained in excellent condition. Technical Competency ?Develops ongoing training programmes with People & Culture which focus on the following areas: Confidence and spontaneity, fluent in English, Shanghai/ China knowledge – history, culture and geography, local attractions, restaurants and night spots, HMS Infor (PMS) knowledge. ?Networks within the company and the industry to keep abreast of developments affecting your field of expertise. ?Analyses guest and business partner feedback to assist in service enhancement. ?Protects the hotel’s financial interest by implementing controls for revenues, expenses, protection of assets whilst ensures guests get value for money and excellent service standards. ?Assists in ensuring that hotel provides accurate and timely monthly reports. Requirements Here's exactly what you need to excel in this role: ?Experience: 2-3 years as a Front Office Manager or similar capacity in luxury hotels in various countries. ?Education: College/ University degree in Hospitality Management or Business Management. ?Skills: Solid understanding of hotel accounting. Understanding of compiling and monitoring business plans. Proven skills as a trainer and developer of people. Demonstrated leadership ability. Demonstrate abilities as a strategic thinker. Good interpersonal skills. Sound analytical skills. Experience using hotel computer software Fidelio experience. Excellent computer skills in particular Microsoft Excel/ Word/ PowerPoint. Good command of English. ?Personality: Entrepreneurial/ business attitude. ?Extra Awesome: Experience with HMS Infor PMS We've kept it short and sweet – just the essentials you'll need. What We're Looking For: The Soul Behind the Skillset Skills are teachable, but your spirit is what truly sets you apart. If you feel a connection with what we stand for, we're eager to meet you. 1.Adaptable Thinkers: You’re not just open to change; you thrive on it. The dynamic nature of our environment energizes you. 2.Feedback Enthusiasts: You value open communication and aren’t afraid to give or receive feedback to help us all grow together. 3.Passionate Pioneers: You bring more than skills; you bring energy and zeal to make a difference every day, connecting with a team that does the same. Pause for a second before you hit 'apply.' Do these values align with your own? Is this the team you've been wanting to join? If your answer is a clear 'YES,' we're excited to get to know you better. Benefits For Every Member of Our Family: ?We offer four meals a day at our staff canteen! ?Enjoy complimentary room nights at all of our hotels, who doesn't love to travel? ?Enjoy a fun day in a year, which is your day to take care of yourself and stay healthy and happy! ?Speak up and act on your ideas. Dare to think differently! ?The hotel is conveniently located near a metro station and public transportation!

1.Consistently offer professional, friendly and engaging service 2.Maintain high standards of personal appearance and grooming outlined by FHR grooming policy for all colleagues 3.Must have a professional image and personality exuding confidence and leadership skills 4.Professionally and independently handle guest issue and report the issue log accordingly 5.With the support of the Director of Experience handle all recruitment and development needs of the Guest Services Team. 6.Work in complete unison with Director of Experience, Fairmont Gold Manager and Assistant Chief Concierge to deliver the “Best in Class” arrival/departure experiences and unique service experiences for all guests during their stay. 7.Work in conjunction with Security personnel in managing a luxurious experience in our Lobby at all times. 8.Maintain ongoing training programs to ensure highest level of service consistency 9.Maintain highest level in standards for Sense of Arrival at all times for guests and Special events 10.Maintain sense of lobby presence and guest assistance at all times.  Supporting the MOD Program and being a Lobby Ambassador   1.持續為客人提供專業，友好，周到的服務。 2.維持高標準的個人形象和儀容儀表。 3.必須有專業形象和自信的領導力。 4.能專業獨立的處理客人投訴并做好相應記錄 5.在前廳部賓客體驗總監按的幫助下，處理好招聘和團隊發展的工作。 6.與賓客體驗總監，費爾蒙金樽經理，禮賓部主管一起緊密合作，為客人傳遞最好的入住體驗。 7.與安保部合作，共創一個奢華的大堂體驗。 8.維持持續的培訓計劃，確保高質量的服務水平。 9.為客人提供最好的入住體驗。 10.確保大堂出現率，為客人提供幫助。支持MOD計劃，成為一個大堂大使。

The moment a guest steps into one of our hotels,they walk into a genuinely memorable experience. As Assistant Front OfficeManager you’ll deliver this through managing all aspects of the front office(for example guest registration, porter services, business center, telephoneservices, concierge services, and guest reservations). You’ll also create thewarm atmosphere that makes our guests feel at home in any location. 客人踏入我們的其中一家酒店的那一刻，他們就進入了真正難忘的體驗。 作為前廳部副經理，您將通過管理前廳部的所有方面（例如賓客登記、門迎服務、商務中心、電話服務、禮賓服務和賓客預訂）來實現這一目標。 您還將營造溫馨的氛圍，讓我們的客人在任何地方都有賓至如歸的感覺。 Manage day-to-day staffing needs, plan and assignwork and establish performance and development goals for team members. Providementoring, coaching and regular feedback to improve team member performance . 管理日常人員配備需求，計劃和分配工作，并為團隊成員制定績效和發展目標。 提供指導、輔導和定期反饋，以提高團隊成員的績效。 Educate and train team members in compliance withfederal, state and local laws and safety regulations. Ensure staff is properlytrained and has the tools and equipment to carry out job duties . 教育和培訓團隊成員遵守聯邦、州和地方法律和安全法規。 確保員工接受適當培訓并擁有執行工作職責的工具和設備。 Ensure your team are properly trained on systems,security, service and quality standards. 確保您的團隊在系統、安全、服務和質量標準方面接受過適當的培訓。 Ensure your front office team delivers a greatservice, professional attention and personal recognition. 確保您的前廳團隊提供優質的服務、專業的關注和個人認可。 Ensure guests are greeted upon arrival and maketime to engage with guests. Respond appropriately to guest complaints, solicitfeedback and build relationships to drive continuous improvement in guestsatisfaction . 確保客人在抵達時受到歡迎，并抽出時間與客人互動。 適當回應客人的投訴，征求反饋意見并建立關系，以推動客人滿意度的持續改進。 Conduct routine inspections of the front office andpublic areas and take immediate actions to correct any deficiencies . 對前臺和公共區域進行例行檢查，并立即采取行動糾正任何缺陷。 Check billing instructions and guest credit forcompliance with hotel credit policy and ensure all transactions are handled ina secure manner. 檢查賬單說明和客人信用是否符合酒店信用政策，并確保所有交易都以安全的方式處理。 Train team members on emergency procedures andserve as a central communications point during emergency/crisis situations;develop and maintain relationships with local fire, police, and emergencypersonnel . 對團隊成員進行應急程序培訓，并在緊急/危機情況下充當中央通信點； 發展并保持與當地消防、警察和應急人員的關系。 Perform other duties as assigned. May also serve asmanager on duty. 執行分配的其他職責。 也可擔任值班經理。 Apprise appearance, discipline and efficiency ofall staff under direct supervision and initiate immediate remedial action ifnecessary 評估所有員工的外在形象、守紀情況和工作效率并進行直接監管，如有必要，可采取直接的糾正措施。 Organize and conduct regular meeting for all frontoffice staff to facilitate communications and smooth operations. 定期組織和召開前廳全體人員參加的會議，以加強交流和保證業務的順利進行。 Prepare efficient work schedule for VIP ReceptionLounge Staff, arranging holidays and vacation, taking into considerationproject occupancy and forecasts and any large group movements, especially thosewith early or late arrivals or departures. 在考慮酒店入住情況和預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為貴賓接待廳員工準備高效的工作計劃，安排節日和假日。 Works with Superior and Human Resources on manpowerplanning and management needs. 與上級領導和人力資源部一起進行人力規劃和管理需求。 Works with Superior in the preparation andmanagement of the Department’ budget. 與上級領導一起編制和管理部門預算。 Communication skills are utilized a significantamount of time when interacting with others; demonstrated ability to interactwith customers, employees and third parties that reflects highly on the hotel,the brand and the Company. 擁有在與他人交往時大多數時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。

Job Description You will be responsible?to assist with the?efficient running of?the department in line with Hyatt International's Corporate Strategies and?brand standards, whilst meeting?employee, guest and owner expectations.? The Assistant Manager - Front Office is responsible to assist the Front Office Manager in managing the day-to-day operation of the Front Desk at the hotel. Qualification Proficiency communication in English. Minimum 2 years work experience as Assistant Manager or Team Leader - Front Office / Guest Relations in a luxury brand hotel. Well developed communication and customer relations skills.

崗位職責 1、通過訓練領導和激發團隊員工； 2、考察團隊成員的訓練需求，積極地培訓員工, 讓員工保持水平一致, 參加培訓； 3、控制酒店員工的流失率； 4、采取必要行動，及時有效的處理顧客的不滿，適當的時候告知賓客關系經理回訪客人，確保客人對解決方法滿意； 5、維護顧客檔案和信息，確保有效的預定； 6、每日問候VIP客人，確保VIP客人的個性化服務待遇； 7、和銷售，預定和商業發展團隊共同為客人提供服務； 8、確保為會員顧客提供優質專業的服務，發展客人加入會員。 崗位要求 1、流利的中英語雙語溝通和書寫能力； 2、5年或以上五星酒店同等工作經驗，國際聯號酒店集團以及行政酒廊工作經驗者優先考慮； 3、 熟悉使用前臺系統和前廳部各分部工作流程； 4、具有較強的組織、指揮和協調管理能力； 5、富于團隊合作精神，擅長溝通表達。

崗位職責 1.負責酒店前廳部的接待和管理工作，熟知前廳服務設施的功能，處于完好狀態。 2.進行有關的市場計劃分析制定部門工作計劃，完成工作報告。 3.使客房達到最高出租率，獲取最佳的客房收入。 4.督導下屬部門主管，委派工作任務，明確崗位責任，隨時調整工作部署。 5.保持良好的客際關系，能獨立有效地處理賓客投訴。 6.協助酒店與更高一級領導處理突發事件。 崗位要求 1.本科以上學歷，有同崗位工作經驗3年以上。 2.熟悉酒店前廳的經營管理工作，具有較強的工作責任感和敬業精神。 3.督導前廳各分部員工服務質量標準、操作流程標準并對前廳部各項工作實施全面監管。 4.有效貫徹、落實并完成部門制訂的每月工作計劃。 5.英語對話流利，有較強的協調管理能力，具有一定的銷售能力。 6.全面掌握前臺收銀方面的財務基礎知識，能處理日常服務環節中所涉及到的財務方面的問題。

該職位為業主籌開項目，坐標浦東金橋 【崗位職責】 1、負責酒店前廳部的接待和管理工作，熟知前廳服務設施的功能，處于完好狀態。 2、進行有關的市場計劃分析制定部門工作計劃，完成工作報告。 3、使客房達到出租率，獲取客房收入。 4、督導下屬部門主管，委派工作任務，明確崗位責任，隨時調整工作部署。 5、保持良好的客際關系，能獨立有效地處理賓客投訴。 6、協助酒店與更高一級領導處理突發事件。 【崗位要求】 1、大專以上學歷，有同崗位工作經驗3年以上。 2、熟悉酒店前廳的經營管理工作，具有較強的工作責任感和敬業精神。 3、督導前廳各分部員工服務質量標準、操作流程標準并對前廳部各項工作實施全面監管。 4、有效貫徹、落實并完成部門制訂的每月工作計劃。 5、英語對話流利，有較強的協調管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財務基礎知識，能處理日常服務環節中所涉及到的財務方面的問題。

協助禮賓部保持大堂及酒店入口處沒有行李堆積。 監控大堂和車道的清潔情況。 在履行大堂大使的職責時，監控大堂的人流量。 在大堂的某些區域如前廳或前臺特別繁忙時，保證有效的支持。 根據凱悅品牌標準歡迎到店賓客，包括: -住店客人 -餐廳用餐客人 -宴會客人

【工作內容】 - 制定并執行酒店及康養服務標準和流程，確保酒店及康養運營符合行業規范和公司政策。 - 全面負責酒店及康養的服務質量，確保客戶滿意度，處理客戶投訴，并采取相應措施提升客戶體驗。 - 管理和培訓酒店及康養員工，包括前廳、客房、康養等各個部門，確保員工具備良好的服務態度和服務技能。 - 對酒店及康養設施進行日常檢查，保證其正常運作，及時維修和維護設備，以保持高標準的服務水平。 - 負責制定年度預算和銷售目標，并監督實施過程，確保酒店及康養經營狀況良好。 - 定期與各部門負責人溝通，了解酒店及康養運營情況，及時調整策略，提高酒店及康養收益。 - 參與酒店及康養的市場營銷活動，提升酒店及康養知名度，吸引更多的顧客入住。 【任職要求】 - 擁有酒店管理或相關專業的大專及以上學歷，有酒店服務經理工作經驗者優先。 - 具備出色的領導能力和團隊管理能力，能夠激勵員工積極工作，提高工作效率。 - 熟悉酒店運營流程，具有優秀的客戶服務意識和解決問題的能力。 - 具備良好的人際交往能力和溝通技巧，能夠處理各種復雜的人際關系。 - 熟練使用辦公軟件，具有較強的組織協調能力和數據分析能力。 - 能夠適應快節奏的工作環境，有責任心，抗壓能力強。

禮賓部經理需要有金鑰匙 1.?直接管理禮賓部對客服務行為，積極提高服務所有客人的效率 2.?制定一個月培訓計劃，服從前廳部經理的領導，確保人手的安排是根據酒店的運營來制定的 3.?在紀律，心理學輔導，培訓方面給予適當的指導，確保所有員工都履行酒店的要求 4.?保證大堂員工出勤率，監督服務標準，貫徹在運行中變動的政策來不斷提高酒店服務水平 5.?管理并控制不必要的損失，關注前廳預算 6.?主持月工作會議，討論運行情況，培訓計劃，熟悉酒店所期望的當前信息和任何有關要解決的問題 7.?完成領導交待的其他工作

- 國際五星級酒店行政樓層工作經驗，五年以上對客服務經驗 -?良好、流利的英文交流技能 -?良好的團隊建設技能 -?良好地與各部門溝通技能 -?良好的對客服務技能 -?熟悉Opera系統 --?熟悉餐飲服務技能，有FB background 優先考慮

我們熱情，不僅對客人 我們規范，不僅于制度 和我們一樣，帶著夢想 即刻起，點贊你的生活，從這一份工作開始! 只要你有才，虛以待位，只等你來! 無限的發展空間，我們的成長邀請你一同參與!

1、負責協調和督促各部門做好夜間的各種工作。協調夜間各部門的工作關系，處理和解決發生的各種問題和突發的各類事件 2、負責酒店夜間的質量管理工作。夜審檢查當日報表的準確性，核查是否有誤，并及時糾正。確認應到未到房間數，篩查并確認Noshow。 3、編寫“夜間工作日記”，記錄當天工作的重要情況，發現的問題及處理的意見和結果。 4、負責酒店前臺夜晚的全面工作事宜及領導安排的相關工作。

我們熱情，不僅對客人 我們規范，不僅于制度 和我們一樣，帶著夢想 即刻起，點贊你的生活，從這一份工作開始! 只要你有才，虛以待位，只等你來! 無限的發展空間，我們的成長邀請你一同參與!

GENERAL MISSION 職責概述 ? ? ?To assist Front Desk Manager to oversee and direct the operations of the Front Desk Department including Guest Service Desk to ensure the effective operation and smooth running of the Front Desk Department according to the Hotel policies and procedures ensuring maximum guest satisfaction, team cohesion and profit. 協助前廳部經理全面管理前臺接待，確保前臺所有員工嚴格遵守酒店規章制度提供服務，最優化賓客滿意度，提升團隊凝聚力和增收酒店收益。 ??To directly supervise and co-ordinate the effective training and personalised supervision of the Front Desk staffs. 監督和參與安排前臺各班組有效的培訓項目。 ? To ensure that all Front Office Department have a training plan and that training is carried out on a regular basis. 確保前廳部各班組有制訂培訓計劃并按時實施。 ??To appraise the appearance and efficiency of all Front Office personnel and report finding to the Front Office Manager. 定期評估前廳部下屬員工的工作態度，并匯報給前廳部經理。 ??To ensure that effective recruitment and disciplinary actions of Front Office personnel are carried out in accordance with the hotels’ guidelines. 參與前廳部員工招聘面談，并按照酒店標準進行部門紀律管理。 ??Maintains appropriate standards and discipline for dress, hygiene, uniform, appearance, posture and conduct of all Front Office personnel. 要求前廳部所有員工保持儀容儀表和對客服務形象標準。 ??Maintains smooth relationships between Management and Guests. Resolve problems arising from Guest’s Complaint and attend to their request and enquiries with despatch. 代表管理層與客人保持良好關系。當出現客人投訴時，主動解決問題，并報告給上級管理層。 ??To ensure that Employees are familiar within-house facilities and special promotions for the purpose of assisting guests and upselling. 確保前廳部員工對于酒店內各項設施熟悉了解，包括酒店的促銷活動。 ??To ensure company’s appraisal system for monitoring employee performance and development by providing direction and feedback to employee in adhering to service procedure. 熟悉公司的員工考評系統，并依據服務考評要求對于每一位員工進行觀察和溝通，并促使員工發展。 ??To encourage staff suggestion program and other effective methods of two-way communication management by participation. 鼓勵員工提出建設性意見和建議，并使用雙向溝通方式令參與員工感到尊重。 TECHNICAL RESPONSIBILITIES? 技術職責 ? ??To ensure there are systems in place forencouraging and monitoring guest preferences in order to make service orproduct quality recommendation for improvement to superior. 在前廳部內部需要制定完善的賓客滿意度提升系統，確保每月度賓客滿意度有所提升。 ??Approve releases of fruits, flowers and otheramenities according to established VIP procedures. 依據酒店VIP等級標準，對于VIP客人禮遇進行認證是否符合要求。 ??Meet and escort VIPs to their rooms, Welcome asmany FIT clients as possible Upon Check-in or ensure that the Manager on dutydo so on his/her behalf when he/she cannot. 在大堂區域為散客和VIP客人提供優質服務，尤其是當MOD不在場時，需要代表MOD問候客人，提供服務。 ??Inspection rooms assigned to VIPs in accordancewith hotel Standards. 每天需要依據酒店標準，檢查VIP客人房間。 ??Ensure the accommodation and transportation ofoverflow guest in cases of full occupancy. 當酒店滿房時，需要檢查外送酒店房間和交通運輸安排工作。 ??Inspection Back-of – the – house, the lobby andother guest areas, including the parking area and inform departmental concernedof findings. 巡視酒店大堂，客區，停車場和辦公后區，在有時間的前提下。 ??Authorise rate/room change, paid-outs, rebates,cash advances, etc. on the daily basis of established co-procedures, credit policies,amount involved and identity of the guests. 對于前提的房價更改，現金支出，減免，現金押金收取等項目授權申請進行檢查認證， ??Maintain a Logbook to record the dailyoperational activities, submit to the Front Office Manager. 進行每天工作日志記錄，并遞交給前廳部經理。 ??Prepare report on accidents to guests, employeesand non – hotel guests, as well as report of loss and /or damage to persons andproperties inside the premises. 對于酒店區域發生的客人或員工事故，必須做好記錄，并及時遞交事故報告。 ??To co-ordinate with the Night Manager to makesure the accuracy of the Night Auditing???????????? and the Early Bird Report 與夜班經理做好交接，確保夜班報表和早班數據報表的準確性。 COMMERCIAL RESPONSIBILITIES商務職責 ??To act and react upon opportunities formaximising guest satisfaction in order to encourage return business。 利用每一次機會最大化賓客滿意度，促使客人能夠成為回頭客。 ??To install sales awareness and confidenceamongst all front office personnel in order to maximise revenue potential。 提升前廳部每一位員工的銷售意識和信心，最大化酒店收益。 ??To ensure effective promotion of the hotelsfacilities, services and promotions in order to maximise revenue potential. 盡可能積極促銷酒店設施，服務和活動，提升酒店收益。

我們熱情，不僅對客人 我們規范，不僅于制度 和我們一樣，帶著夢想 即刻起，點贊你的生活，從這一份工作開始! 只要你有才，虛以待位，只等你來! 無限的發展空間，我們的成長邀請你一同參與!

【崗位職責】 1、致力于酒店工作，為酒店發展提供建議，有創新精神，為顧客提供品質服務。 2、負責新員工的培訓，使其盡快勝任工作，并告知酒店的要求。 3、及時有效的和賓客溝通，確保給顧客及時的答復。每個客人的投訴要求必須要在二十四小時內解決。 4、采取必要行動，及時有效的處理顧客的不滿，回訪客人，確保客人對解決方法滿意。 5、關注客戶信息和喜好，確保滿足客人的要求。 6、作為接待VIP客人的酒店員工，要確保為客人提供人性化服務。 7、確保為會員顧客提供優質專業的服務，發展客人加入會員。 8、及時準確的將客人的信息錄入公安報告系統。 9、了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 10、確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部等。 11、持酒店數據的準確，便于操作。維持前臺設備的正常運做和工作區域的清潔。 12、及時將信息傳遞至相關人員，確保尚未完成的事情移交至有關人員，讓賓客滿意。參加必要的會議并閱 【崗位要求】 1、3年或以上同崗位經驗，熟悉酒店前廳Opera系統，有國際奢華品牌經驗者優先 2、保證向酒店內部和外部客人提供高質量的服務 3、具備良好的向上銷售意識，保持工作環境整潔 4、抗壓力強、良好的溝通技能、有責任心