Job Overview职位概述
· Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
· 负责管理所有前厅单位的运营效率和服务工作。根据设定的说明和标准提供及时和专业的入住和退房服务。
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
· Be charming by being approachable, having confidence and showing respect.
· Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
· Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
在洲际酒店及度假村®,我们希望宾客感觉风格独特、时尚现代和深入洞悉,这意味我们需要你:
· 亲切、充满自信、体现尊重来展现富有魅力的你。
· 理解和预测宾客的需要、做到细心周到、具主人翁精神、把事情办好,保持专注当下。
· 见多识广、分享阅历、展现你的风格来创造令人感觉特别的时刻,做到令人难忘。
Duties and Responsibilities工作职责
· Conducts shift briefings to ensure hotel activities and operational requirements are known
· 进行有效的交接班简报工作,以明确酒店活动和运营要求
· Supervise front office operations during assigned shift including:
· 在当班期间监督前厅部运营情况,包括:
o Maintenance of guest information
o 维护客户信息
o Maintenance of information about local events
o 维护当地活动的信息
o Compile occupancy statistics
o 统计入住情况
o Supervise the use of he public address system
o 监督公共广播系统的使用
o Supervise group bookings
o 监督团组预订情况
o Assisting with serious complaints
o 协助解决严重投诉问题
· Supervise cashiering activities during shift including:
· 在当班期间监督收银活动,包括:
o Cash handling and banking procedure
o 现金处理和银行业务程序
o Dealing with irregular payments
o 处理非法支付情况
o Instructing staff in credit policies and facilities
o 就信用政策和设备对员工进行指导
o Instructing staff in cash security procedures
o 就现金安全程序对员工进行指导
o Carry out debtor control
o 实施应收帐款控制
o Prepare reports
o 准备财务报告
o Supervise the cashiering system
o 对收银系统实施监管
· Works with Superior and Human Resources on manpower planning and management needs
· 与上级领导和人力资源部一起进行人力规划和管理需求。
· Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
· 与上级领导和财务总监一起编制和管理部门预算。
QUALIFICATIONS AND REQUIREMENTS任职要求
Required Skills –
技能要求
· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
· 拥有在与他人交往时大多数时间所使用的沟通技能;完全代表酒店,品牌和公司与顾客,员工和第三方交往的能力。
· Proficient in the use of Microsoft Office and Front Office System
· 熟练使用微软办公软件和前台系统
· Problem solving and organizational abilities
· 具有解决问题和组织能力
Qualifications –
学历
· Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
· 具有酒店行政管理,酒店管理或相关的大专学历或专业证书。
Experience –
经验
· 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
· 拥有2年前厅或宾客服务工作经验,包括管理经验,或与此相当的教育和相关工作经验结合的背景。
Primary Responsibilities主要职责
·To supervise and manage reservation and revenue work.
·Monitor the daily operations of reservations and revenue, control rooms inventory including allocation and reservations to areas of maximum yield and black out dates. Develop and conduct rooms based marketing activities. Monitor front office tracking of guest history data.
·Track sales programs and provide feedback as necessary to relevant departments. Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting. Create and maintain allotments. Maintain rate in Website.
·Questionnaires on a monthly basis. Ensure accuracy of guest history and client profiles in Data Base. Track market codes. Collate, maintain and distribute relevant information and data obtained from both existing sources (consultants, economic forecasters) and external sources.
·Works with superior on manpower planning and management needs. Works with superior in the preparation and management of the Department’s budget. According to integrated Management System requirements to complete the daily work.
·Ensures well-being of all reservations staff and distribute workload fairly.
·Ensures that the department is sufficiently and appropriately staffed. Recruit experienced staff that can contribute to customer satisfaction and revenue delivery. Carry out departmental orientation for all new team members.
·监督和管理预订收益工作。
·监督日常预订收益业务,开展和实施以客房为基础的市场活动。监督前厅部对客人档案的记录工作。
·跟踪销售计划并向相关部门提供必要的反馈。记录散客趋势,入住率记录和市场细分发展情况来协助预测工作。建立并维护客房分配方案。维护网上房价。
·每月对客户问卷调查表进行记录和分析。确保数据库中客人记录和客户资料的准确性。记录市场代码。编写、保管和发放从现有信息来源和外部信息来源获得的相关信息和资料。
·和上级一起进行人力规划和管理需求。和市场销售总监一起编制和管理部门预算。按照综合管理体系的要求完成工作。
·确保善待所有预订部员工并公平分配工作。
·确保部门人员的充足及合理,新员工得到了有效的对客服务及部门培训。
Knowledge and Experience知识和经验
·More than 3 years experience in the same field
·Good mandarin and English language skills
·Good communication skills
·Good knowledge of Front Office, OPERA Reservation Systems and Microsoft Office are essential
·Ability to cope with pressure
·Excellent organized and systematic
·Able to lead, motivate, develop and train the team
·3年以上同岗位工作经验
·良好的中英文语言技能
·良好的沟通能力
·酒店运营,尤其在前厅、预定系统和软件使用等方面实践知识丰富
·抗压力强
·出色的分析组织能力
·有能力领导,激励,培训部门员工
岗位职责/职位描述
Primary Responsibilities主要职责
·Monitor rate availability and inventory available for sale in relation to expected demand versus supply of hotel and market to ensure that the RevPAR of the hotel is maximized at all times
·Analyze past data to understand the price elasticity of the hotel’s demand in different market segments to devise the appropriate pricing strategy for all products and services.
·Ensure that the pricing system is reflected in the relevant sales channels, including the Group website, third party and global reservation system in accordance with Group requirements
·Ensure optimal pricing for all market segments, especially corporate customers, team customers and individual customers.
·根据酒店和市场的预期需求和供应情况,监控可卖房房价以及数量,以确保酒店的可卖房收益在任何时候都能最大化。
·分析过去的数据,了解酒店在不同市场细分中的价格弹性,以制定适用于所有产品和服务的适当定价策略。
·确保价格体系按照集团要求体现在相关销售渠道,包括集团网站,第三方和全球预定系统。
·确保所有细分市场的最优定价,特别是针对公司客户,团队客户及散客。
Knowledge and Experience知识和经验
·Good command of English
·Relevant experience is preferred
·Strong communication, coordination and management skills
·Have the skills to deal with the relationship between guests and talents
·Ability to make decisions and solve problems
·有良好的英语能力
·有相关经验者优先
·有较强的沟通协调和管理能力
·具备处理客人与人才关系问题的技巧
·具备决策能力、解决问题的能力