岗位职责
健全各种问讯资料。
Improve all kinds of inquiry materials.
掌握客房预订情况,向部门经理报告重要团体和客人的订房情况,检查VIP通知单的发送情况,负责VIP接待工作的落实。Mastered the room reservation status, reported the reservation status of important groups and guests to the department manager, checked the delivery of VIP notification, and was responsible for the implementation of VIP reception work.
处理总台工作中的差错,处理宾客有关投诉。Deal with the errors in the work of the front desk and handle the complaints of guests.
负责总台财产、设备的使用管理和保养工作,及各类资料的收集、存档及管理工作。Responsible for the use, management and maintenance of the property and equipment of the main desk, as well as the collection, archiving and management of various materials.
检查每日的报表是否有误,并及时纠正。Check whether the daily report is wrong and correct it in time.
建立体质良好的宾客关系,努力增加客房销售。Establish a healthy guest relationship and strive to increase room sales.
岗位要求
1、中专以上学历,有同岗位工作经验2年以上。
2、有良好的团队领导精神及执行力。工作认真负责,作风正派。
3、熟练掌握前厅部工作的各个环节和程序。
4、身体健康,品貌端正,气质高雅。
5、掌握酒店管理基础知识,善于同宾客交往、沟通,处理周到、果断,能独立处理各种投诉。
岗位职责
接待宾客入住:负责接待宾客,接受并处理客人的网上预订订单,接受客人的电话问询,为其提供房间退订、酒店入住等服务; Reception of guests: Responsible for receiving guests, accepting and processing guests' online booking orders, accepting guests' telephone inquiries, providing them with room cancellation, hotel check-in and other services;
审核信息并注意保护隐私:负责核查客人的相关信息,按照酒店入住要求对客人的个人资料进行登记,并注意为客人保护隐私; Review information and pay attention to privacy protection: responsible for checking the relevant information of guests, registering the personal information of guests according to the hotel check-in requirements, and pay attention to protecting the privacy of guests;
提供帮助并解决问题:负责为已入住的客人提供必要的帮助,合理解决客人入住期间所遇到的问题; Provide help and solve problems: responsible for providing necessary help to the guests who have checked in, and reasonably solve the problems encountered by the guests during their stay;
保持卫生清洁:负责维护和保持酒店前台的卫生清洁,保持良好的形象; maintain hygiene and cleanliness: responsible for maintaining and maintaining the hotel front desk hygiene and cleanliness, to maintain a good image;
维护各类设施并进行解决:负责接受酒店各类设备设施的维修报备并及时提供给相关人员进行解决; maintain all kinds of facilities and solve: responsible for accepting the maintenance report of all kinds of equipment and facilities of the hotel and timely provide to the relevant personnel to solve;
统计退房信息并做好交接工作:负责及时统计客人退订房间的信息,掌握酒店当前可提供的客房数量,并认真细致地做好交接班工作。Statistics of check-out information and handover work: responsible for timely statistics of guests' unbooked room information, grasp the number of rooms currently available in the hotel, and carefully do the shift work.
二、岗位要求
1.具有良好的客户服务意识,能够热情大方地接待客人;
2.具备较强的沟通能力和良好的文字表达能力;
3.遵守酒店管理规定,具备高效的服务细节处理能力;
4.身高165以上