Requirements
岗位要求
· Degree in hotel manager , tourism
management , business administration or equivalent ;
.酒店管理、旅游管理、工商管理学位或同等学历;
· Solid knowledge of Front Office operations ;
.扎实的前厅运作和日常运营知识;
· Good service awareness and attitude , ensurehigh quality service to both internal and external guests ;
.有良好的服务意识和态度,保证向理疗院内部和外部客人提供高质量的服务;
· Familiar with the front desk standards , processes and procedures of international luxury branded hotels ;
.熟悉国际奢华品牌酒店的前台标准、流程和程序
· Excellent knowledge and very familiar withall software ' s ;
.熟练掌握各类软件;
· Good communication and interpretationskill ;.沟通能力较强,具备良好的人际交往技巧;
· One year experience in similar position inhospitality industry .
.在酒店一年以上的相似工作经历
· Confidence
·大方、自信
1.
Ensure all Standard Operating Procedure and Local Operating Procedures are adhered to and carried out.
确保所有规范运行程序和地区规范运行程序严格地被遵循和执行。
2.
Monitor work stationeries to ensure there are sufficient supplies and requisite through Managers whenever required.
持续监督和检查工作所需要文具等相关用品,保证其充足的贮备与供给,以备之需。
3.
Meeting and escorting of VIP guests to their room/s and any other guest as and when required.
迎接VIP客人(及其他相应的客人当有需要时)并陪同引领到他们的房间。
4.
Preparing of 15 minutes training for all Front Office associates.
准备前厅员工的15分钟培训。
5.
Monitor room assignments to ensure all guests’ requests are met or provide guest with an alternative if unable to meet request.
监督所有房间的分配,确保所有的客人的需求得以满足。在无法满足客人需求时,提供客人可能性的选择。
6.
Knowing all duties and responsibilities of the Front Office in order to assist associates more efficiently whenever required. (Including the Business Centre)
清楚地了解前厅部所有的职责与义务,当员工们需要时更加有效地提供帮助与支持。(包括商务中心)
7.
Check and ensure that all tasks stated on the associate’s daily operations checklists, are completed before the end of each shift.
监督员工的工作,保证日常工作检查表上规定的任务在班次结束前全部完成。
8.
Handling of guests’ request and complains and taking ownership of guests’ feedback.
Correspond with guest if necessary.
处理客人的需求及投诉,负责集取客人的反馈信息,必要时与客人保持联系。
9.
Ensure key packets for guest are properly packed according to the hotel’s standard and room/s assigned according to guests’ request
依照酒店的规范标准为客人准备好客房钥匙及相关物件, 按照客人需求分配房间.
10.
Ensure all areas at Front Desk and Back Office are cleaned at all times. (Includes lobby level.)
时刻确保所有在前厅管辖范围内的环境的干净与整洁。(包括酒店大堂)
11.
Ensure hotel’s properties, department’s equipment are handled with care by all associates and used according to proper procedures at all times
时刻确保所有员工按照正确的程序小心谨慎地使用酒店的设施与部门的设备。
12.
Maintaining the security of guests’ profiles and gifts.
维护客人的资料信息及礼物(品)。
13.
Handling of overbooked situations with Manager on Duty.
协同当班经理处理解决超员预订的状况。
14.
Knowing all emergency procedure at all times.
任何时候都清楚地了解所有紧急情况的处理步骤。