岗位职责 1、随时为客人提供准确、快捷、礼貌的服务，必须在电话铃声三声之内接起电话。 2、掌握客房状况和预订状况，以及向订房单位或个人索取必要的预定资料,确保电脑中的预定信息齐全。 3、处理传真和电话预定，准确在电脑系统中输入房间预定，并在当天及时回复和确认。 岗位要求 1、具有1年以上从事酒店工作经历。 2、熟悉电脑操作。 3、具有良好的中英文表达能力。

【岗位职责 Job Responsibilities】 1、全面负责房务部的日常运营管理工作，包括前厅部、客房部等部门的协调与监督，确保服务质量和运营效率； Fully responsible for the daily operational management of the Rooms Division, including coordination and supervision of departments such as the Front Office and Housekeeping, ensuring service quality and operational efficiency. 2、制定并执行房务部的年度预算、运营计划及服务标准，优化工作流程，提升客户满意度； Develop and implement the annual budget, operational plans and service standards for the Rooms Division, optimise workflow and enhance customer satisfaction. 3、监督客房清洁、维护及设施管理，确保酒店客房及公共区域的高标准卫生与舒适度； Supervise room cleaning, maintenance and facilities management to ensure high standards of hygiene and comfort in hotel rooms and public areas. 4、处理客户投诉及突发事件，及时解决问题并提升客户体验； Handle customer complaints and emergencies, resolve issues promptly and enhance the customer experience. 5、负责房务部员工的招聘、培训、绩效考核及团队建设，提升员工专业素养与服务意识； Responsible for the recruitment, training, performance evaluation and team building of the housekeeping department staff, enhancing employees' professional competence and service awareness. 6、与其他部门紧密合作，确保酒店整体运营的协调性与高效性； Work closely with other departments to ensure the coordination and efficiency of the hotel's overall operations. 7、定期分析房务部运营数据，提出改进措施并落实执行，确保部门目标的达成； Regularly analyse the operations data of the housekeeping department, propose improvement measures, and implement them to ensure the achievement of departmental goals. 8、关注行业动态及竞争对手情况，提出创新性服务或管理建议，提升酒店竞争力。 Monitor industry trends and competitors, propose innovative service or management suggestions, and enhance the hotel's competitiveness. 【岗位要求 Job Requirements】 1、具备5年以上高星级酒店房务部管理经验，熟悉前厅、客房等部门的运营流程； Possess over 5 years of management experience in the housekeeping department of high-star hotels, familiar with the operational processes of front office, guest rooms and other departments. 2、出色的领导能力与团队管理经验，能够有效激励员工并提升团队绩效； Excellent leadership skills and team management experience, capable of effectively motivating employees and enhancing team performance. 3、优秀的沟通协调能力，能够高效处理客户投诉及跨部门协作问题； Excellent communication and coordination skills, capable of efficiently handling customer complaints and interdepartmental collaboration issues. 4、具备较强的数据分析能力，能够通过运营数据发现问题并提出解决方案； Possess strong data analysis skills, capable of identifying problems through operational data and proposing solutions. 5、注重细节，对服务品质有高标准要求，具备敏锐的市场洞察力； Detail-oriented, with high standards for service quality, and possessing keen market insight. 6、具备较强的抗压能力，能够适应高强度工作环境并妥善处理突发事件。 Possesses strong stress resistance, able to adapt to high-intensity work environments and handle emergencies properly.