职位描述 Job description 1.礼貌且高效地处理所有客人的投诉及要求，并跟进确保问题的圆满解决。每日向前厅部经理汇报告酒店当日发生的特殊或重大事件。 Handle all guests complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Report daily occurrence and irregularities to the Front Office Manager. 2.确保每个班次召开交班会，将客人信息和酒店相关讯息传达给每一个员工，讨论特别事件和强调客人特殊要求等。 Ensure that shift briefings are conducted to disseminate guest and hotel related information,discuss outstanding issues, highlight guest special requests, etc. for all agents to take note the start of the shift. 3. 监督前厅部所有夜班员工的仪容仪表和守时情况，确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人卫生及外表 Oversees the punctuality and appearance of all night shift Front Office agents, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards. 4.协助VIP客人及常住客的接待和入住登记。确保客人在店期间得到妥善照顾。 Assists in greeting and checking-in VIP and Long Stay guests, ensure all guests are well taken care of during their staying. 5.及时处理房态差异。与酒店信贷经理检查住店客人的消费并处理超额消费情况。 Resolve discrepant rooms immediately. Co-ordinate with the Credit Manager to review the credit rating of in-house guests to handle high balance. 6.需要时参加培训课程和会议。 Attend training sessions and meetings as and when required. 7.执行分派的任何合理任务和额外职责。 Carry out any other reasonable duties and responsibilities as assigned. 任职要求 Qualifications 1.至少3年大专或旅游管理相关专业 Minimum 3 years’ college education or hospitality related qualifications 2.3 年以上国际品牌酒店前厅部工作经验并有一年值班经理工作经验 Minimum 3 years of Front Office working experience in an international hotel environment and one year in Duty Manager Position 3.良好的英语写作与口语能力，有良好的人际关系和与客人的沟通能力，有很好的领导和激励能力 Good written and oral English proficiency, possess good interpersonal and guest contact skills, able to lead by example with leadership and motivating abilities, able to communicate well with all levels.