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Essential Duties and Responsibilities – (Key Activities of the role) 主要職責﹣(職務(wù)的主要工作) ·???????? Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition 管理前廳部工作人員，以確保來賓被及時的禮貌接待并得到充分的注意和重視。 ·???????? Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue 監(jiān)督前廳部隊伍，確保最高的入住率和平均房價，以實現(xiàn)收益最大化。 ·???????? Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition 監(jiān)督前廳部，特別是客戶關(guān)系人員，確保優(yōu)悅會會員、常客和其它貴賓得到特別的關(guān)照和禮遇。? ·???????? Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program 促進店際銷售及推銷酒店內(nèi)設(shè)施，依照散客市場計劃監(jiān)督前廳部人員的市場技巧。?·???????? Maintain inter-departmental relationships to ensure seamless customer service 維護各部門之間的關(guān)系以確保對客服務(wù)暢通。 ·???????? Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained 承擔保持外觀標準的整體責任，確保家具和各種設(shè)備均保持外表清潔、運轉(zhuǎn)良好并得到妥善維護。? ·???????? Schedule and regularly conducts routine inspections of areas under his/her control 計劃并實施對所管區(qū)域的定期檢查。 ·???????? Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out 掌握信用政策和程序，并與財務(wù)部密切聯(lián)系，以確保信用程序的全面執(zhí)行。 ·???????? Know system recovery procedures 掌握系統(tǒng)復原程序。? ·???????? Interpret computer reports 分析電腦報告。? ·???????? Compile statistics for front office and provide reports relating to that area 為前廳部整編統(tǒng)計數(shù)字并提供與之相關(guān)的報告。 ·???????? Continually check the accuracy of room count 不斷檢查客房出租率的情況。 ·???????? Approve upgrades and special amenities 批準房間的免費升級及特殊的禮品。 ·???????? Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees 保持部門員工的行為、裝束、衛(wèi)生、制服穿著、外表和儀態(tài)標準。 ·???????? Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information 每月召開綜合性部門會議，內(nèi)容包括對需要特別處理和提供詳細信息的程序及活動的總結(jié)。 ·???????? Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information 向總經(jīng)理或其的代表，以及其它部門負責人通報所有他們可能感興趣的信息，如貴賓來店和離店的情況及其它相關(guān)信息。 ·???????? Maintain all procedures and adheres to them within the ICHG guidelines; in particular with emphasis on hotel credit policy. 在洲際酒店集團指導方針的框架內(nèi)遵守工作程序，特別是要以酒店的信用制度為重點。 ·???????? In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc 與緊急事件小組協(xié)作，在得到相關(guān)授權(quán)后準備緊急程序以應(yīng)對火災(zāi)、停電、炸彈威脅、暴風預(yù)警等緊急事件。 ·???????? Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 在考慮酒店入住情況和預(yù)測以及大規(guī)模的團組活動，特別是關(guān)于提前或延遲到達及離店的情況的前提下，為前廳部員工準備高效的工作計劃，安排節(jié)日和假日。? ·???????? Works with Human Resources on manpower planning and management needs 和人力資源部一起進行人力規(guī)劃和管理需求。 ·???????? Works with Director of Finance in the preparation and management of the Department’s budget. 和財務(wù)總監(jiān)一起編制和管理部門預(yù)算。 2.?? REQUIRED QUALIFICATIONS ?????? 資格 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. 擁有在與他人交往時大多數(shù)時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。 ·??????????? Good writing skills 具有良好寫作技能 ·??????????? Proficient in the use of Microsoft Office and Front Office System ??????? 熟練使用微軟辦公軟件和前臺系統(tǒng) ·??????????? Problem solving, reasoning, motivating, organizational and training abilities ??????? 具有解決問題，推理，號召，組織和培訓能力 ·??????????? Strong Leadership skills in managing teams ??????? 在管理隊伍中有具很強的領(lǐng)導技能 ·??????????? Ability to manage complex relationships ???????? 管理復雜關(guān)系的能力 ? Qualifications – 學歷 ·???????? Bachelor’s degree in Hotel Administration, Business Administration or equivalent 具有酒店行政管理，商業(yè)管理或相關(guān)的學士學位。 ? Experience – 經(jīng)驗 ·???????? 3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.? 擁有3年酒店賓客服務(wù)工作經(jīng)驗，包括1年管理經(jīng)驗，或與此相當?shù)慕逃拖嚓P(guān)工作經(jīng)驗結(jié)合的背景 ·???????? Type and level of experience required may vary slightly based on size and complexity of operation 經(jīng)驗類型和程度的要求可能因運營規(guī)模和復雜性而略有不同。

【崗位職責】 1、全面負責前廳部的日常運營管理工作，包括前臺接待、禮賓服務(wù)、總機、商務(wù)中心等各崗位的協(xié)調(diào)與監(jiān)督 2、制定并完善前廳部各項服務(wù)標準、工作流程及管理制度，確保服務(wù)質(zhì)量符合酒店標準 3、處理賓客投訴及突發(fā)事件，及時解決服務(wù)過程中的問題，提升客戶滿意度 4、負責前廳部員工排班、培訓、績效考核及團隊建設(shè)，提高員工專業(yè)素質(zhì)和服務(wù)水平 5、監(jiān)控客房銷售情況，協(xié)助制定房價策略，確保收益最大化 6、與其他部門保持良好溝通協(xié)作，確保酒店整體運營順暢 【崗位要求】 1、具備優(yōu)秀的酒店前廳管理經(jīng)驗，熟悉前廳部各崗位工作流程及標準 2、出色的溝通協(xié)調(diào)能力和客戶服務(wù)意識，能妥善處理各類突發(fā)事件 3、具備較強的團隊管理能力，善于激勵和培養(yǎng)員工 4、熟練使用酒店管理系統(tǒng)（如Opera、西軟等）及辦公軟件 5、工作細致認真，責任心強，能承受較強的工作壓力 6、良好的職業(yè)形象和氣質(zhì)，具備流利的普通話表達能力

1、使用人際技巧和共同技巧來領(lǐng)導，影響，鼓勵他人；倡導積極的財務(wù)、商務(wù)決策；展示誠信、正直，以身作則； 2、在紳士淑女之間鼓勵和建立相互信任，尊重，和合作，作為展示端正行為的典范； 3、監(jiān)督和管理員工。掌控日常運作。理解員工的崗位能在員工不在時暫時接替員工，和員工建立和維系開放，合作的工作關(guān)系確保員工按部就班； 4、始終保持高標準的儀容儀表，語言和行為；積極，專業(yè)，及時地處理客人的服務(wù)需求； 5、能全面了解當?shù)氐木包c景觀， 特產(chǎn)，餐廳，活動，文化等等，為客人推薦量身定做的體驗； 6、預(yù)見客人的服務(wù)需求，?主動解決客人問題，創(chuàng)造個性化體驗來創(chuàng)造驚喜故事和終身客人； 7、協(xié)助首席管家處理部門事宜。 任職資格： 1、大專及以上學歷優(yōu)先； 2、熟練使用各種辦公軟件； 3、普通話及英語熟練； 4、有奢華酒店工作經(jīng)驗者優(yōu)先。

崗位職責 1、通過訓練領(lǐng)導和激發(fā)團隊員工。 2、其他經(jīng)理不在的情況下，代替其他經(jīng)理和總經(jīng)理作為整個酒店的職責經(jīng)理。 3、積極地參加職業(yè)培訓，讓員工保持水平一致。 4、訓導團隊，提高員工水平，激勵他們完成目標。 5、確保員工手冊，相關(guān)勞動法，HR指南的一致性，如有違反，紀律處分。 6、根據(jù)酒店標準，進行每年一次的1：1的個人發(fā)展回顧，確保對員工進行公平客觀的描述，以便為員工提供繼續(xù)發(fā)展的平臺。 崗位要求 1、保持和供應(yīng)商的良好關(guān)系 2、保證向酒店內(nèi)部和外部客人提供高質(zhì)量的服務(wù) 3、維護酒店設(shè)施設(shè)備的正常運轉(zhuǎn) 4、保持工作環(huán)境整潔 5、達到綠色酒店的要求 6、編輯更新工作標準和程序

崗位要求： 1、協(xié)助酒店高級管理層負責人及整個酒店的運作收集對客服務(wù)過程中所產(chǎn)生的問題信息。 2、大堂副理在前廳部經(jīng)理的直接領(lǐng)導下，在當班期間負責整個酒店的正常運作。 3、要負責處理賓客的問題和投訴。 4、要負責重要賓客的迎領(lǐng)工作。 5、進行整個酒店的安全和日常的設(shè)備檢查工作。 6、解決當班期間發(fā)生的安全問題。 7、向其它班次協(xié)調(diào)交班記錄上需要溝通的事項。 崗位要求 1、有同崗位工作經(jīng)驗1-2年及以上。 2、能用流利的英語從事前廳服務(wù)形象氣質(zhì)佳，精通電腦操作（麗思卡爾頓，洲際，希爾頓等的Opera系統(tǒng)），具備較強的英文聽說讀寫能力。 3、儀表端莊，熱愛酒店工作，鉆研業(yè)務(wù)，反應(yīng)敏捷，善于交際具有較好的管理和協(xié)調(diào)能力，能夠很好的發(fā)揮其管理、領(lǐng)導和監(jiān)督的作用。 4、注重細節(jié)，工作有責任心，敢于承擔責任，執(zhí)行力較強。 5、有上進心和良好的學習能力和抗壓能力。

負責：1前廳部人員帶教，精通OTA管理，客訴處理，前廳部賬務(wù)管理，房態(tài)房價房量調(diào)整等

MAJOR RESPONSIBILIES 責任概要 :? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? To supervise the other Guest Services and attendants. To ensure that they areadhering to all hotel policies, procedures and standards while striving towardstotal guest satisfaction. To ensure that the above-mentioned areas are workingin a professional manner at all times. Responsible for training and developmentof all concierge-related associates, so they are hospitable, outgoing and guestoriented. 監(jiān)督其他賓客服務(wù)部的工作。保證他們遵循酒店的規(guī)章制度，服務(wù)程序及標準并致力于提高所有客人的滿意度。確保以上工作區(qū)域的員工能始終保持專業(yè)的態(tài)度。負責所有賓客服務(wù)員工的培訓和發(fā)展事宜，使他們成為熱情的，友好的和以客人為宗旨的員工。 SPECIFIC DUTIES工作任務(wù): 1.????Be prepared for each daily activity and review any variations withmanager and associate. ? ? ? ? 準備日常的工作安排和了解有關(guān)經(jīng)理及員工的變動。 2.????Ensure all associates are aware of role and responsibilities and operatewithin their guidelines. ? ? ? ? 確保所有員工都清楚了解自己的角色和職責，并遵循指導方針工作。 3.????Ensure all associates are properly groomed and uniformed at all times. ? ? ? ? ?確保部門所有員工始終保持良好儀表及穿著整潔的制服。 4.????Maintain efficiency in the operation of the associate in a high standardof quality of service and courtesy, bringing total satisfaction to our guests. ? ? ? ? 有效的保證員工在工作中能始終提供高質(zhì)量的，謙遜的服務(wù)，以求為客人帶來最滿意的服務(wù)。 5.????Conduct frequent hospitality audits to ensure the associate areconducting themselves in the manner appropriate for the department. ? ? ? ? 積極指導員工以確保他們按照部門專業(yè)精神提供服務(wù)。確保實行酒店服務(wù)標準。 6.????Maintain a good working relationship with the associate and otherdepartments. ? ? ? ? 與員工和其他部門建立和維持良好的工作關(guān)系。 7.????Determine the requirements for, and the follow-up on, special groups orVIP. ? ? ? ? 確定特殊團隊及重要賓客的各種要求并后續(xù)跟進。 8.????Prepare and submit accident or injury reports when needed. ? ? ? ? 在需要時準備并提交突發(fā)事件及意外傷害報告。 9.????Constantly stress to the associate that they are the most effectivetools in merchandising the hotel. Establish a “sales pitch” for the associateto use when assisting guests. ? ? ? ? 經(jīng)常向員工強調(diào)他們是推銷酒店商品的最有效的途徑。為員工建立一個有效的“銷售陣營”來服務(wù)于客人。 10.?Ensure all guests experiencing a problem receive an appropriateresponse, any promised compensation is delivered，and all guestsreceive appropriate follow up in a timely and professional manner. ? ? ? ? 確保所有顧客所反映的問題都得到滿意的回復，并使客人對我們專業(yè)的態(tài)度和及時的彌補措施感到滿意。 11.?Able to supervise the associate and handle any associate situation. ? ? ? ?監(jiān)督并調(diào)整員工的工作狀態(tài)。 12.?Establish effective communication with associates to gain their trustand respect. ? ? ? ?建立與其他員工的有效溝通來贏得他們的信任及尊重。 13.?Maintain fair and consistent counselling and/or disciplinary proceduresin accordance with Hotel Guarantee of Fair Treatment Policy. ? ? ? ?始終按照公平對待原則及勸告或懲處程序?qū)Υ龁T工以保證與酒店所提倡的公平對待原則相一致。 14.?Ensure all associates are safety conscious and trained in safe workpractices. ? ? ? ?確保所有員工都擁有安全意識并在安全的工作環(huán)境里進行培訓。 15.?Encourage problems solving by associates through proper training andempowerment. ? ? ? ?鼓勵員工運用相關(guān)的培訓知識及授權(quán)來獨立解決問題。 16.?Implement proper training program and control the training of theassociate to top efficiency and in accordance with policies. ? ? ? ?參加相關(guān)培訓課程，幫助培養(yǎng)符合酒店標準的高品質(zhì)的員工。 17.?Have a thorough knowledge of hotel fire regulations and policy, accidentreports, safety programs, and what the direct duties are in relation to each.Ensure that all associates are properly trained in these procedures. ? ? ? ?全面了解酒店的消防程序，報警程序，安全守則，并清楚其相關(guān)負責人，保證所有同事都參加此類培訓。 18.?Have accurate and complete guest assistance information availableregarding events taking place in town, restaurants, athletic events, etc. ? ? ? ?能向客人準確及時地提供在當?shù)夭蛷d，運動場館等所舉行的宴會或其他活動的消息。 19.?Facilitate departmental training modules. Continually monitor, evaluateand revise training content to reflect changes in the process and address theneeds identified by associates and your manager. ? ? ? ?簡化部門培訓模式，持續(xù)監(jiān)督、評估和修改培訓的內(nèi)容，以滿足員工與管理人員的不同需求。 20.?Follow up regularly with Department Heads regarding the Guest Serviceprocess and the performance of their department responsibilities along with thedepartment’s function. ? ? ? ?定期向部門領(lǐng)導匯報對客服務(wù)流程以及員工根據(jù)部門性質(zhì)所應(yīng)負責任的工作表現(xiàn)。 21.?Attend and assist with monthly department meetings. ? ? ? 參加并協(xié)助每月部門會議。 22.?Ensure all guest incident forms and logs are completely filled out andmaintained. If computer tracking is used, monitor this recording also. ? ? ? ?確保完整記錄和維護所有關(guān)于客人的事件的資料。 如果使用電腦存檔的，同樣進行相應(yīng)的檢查維護。 23.?Ensure all guests indicating on their in room comment card that theywish to discuss their stay further or that they will not return to thisproperty are contacted by phone or letter. ? ? ? ?保留客人的客房入住建議紀錄并保持與客人進行電話或信件上的聯(lián)系以確認他們將來的行程是否會再次選擇入住本酒店。 24.?Route associate commendations received from guests and responsible forassembling the HR daily communication packet. ? ? ? ?收集來自客人對員工的贊揚信息并協(xié)助人事部整理成每日例報。 25.?Responsible to handle all guest requests and to solve any guestcomplaints. ? ? ? ?負責處理所有客人的需求和解決任何客人的投訴。 26.?Ensure that the Hospitality and the Guest Response Programs are beingfollowed and monitored. Be familiar with cultural differences to meet guest’sspecific needs and requirements. ? ? ? ?確保客人反饋的信息被執(zhí)行和監(jiān)督，熟悉文化差異來滿足客戶的具體需求。 27.?Have PMS skills, be able to check in and check out and to handlereservation in Marsha when needed. ? ? ? ?具備使用PMS和調(diào)節(jié)平房的能力，能夠辦理入住和離店手續(xù)并在需要的時候在eBooking里處理預(yù)定。 28.?Be very knowledgeable about the rooms and their locations, services andfacilities of the hotel. ? ? ? ?清楚了解客房以及位置，服務(wù)和酒店設(shè)施。 29.?Know how to offer and arrange car rental , airline and train tickets ,office services, beauty and barber services , baby? sitting ，maintenance andshopping for the guests. ? ? ? ?知道如何提供和安排轎車租賃服務(wù)，飛機票和火車票預(yù)定，秘書服務(wù)，美容院和理發(fā)店服務(wù)，嬰兒看護，客人物品維修和購物的安排。 30.?Maintain the Repeat Guest Program, the Shiyun Group and the VIP program.Ensure that the above-mentioned clientele are receiving the type of servicethey are deserved and follow up with Guest Services to ensure that all requestsare carried out. ? ? ? ?維護回頭客的資料系統(tǒng)，時運集團會員計劃 以及貴賓項目。確保以上提及的客戶享受到他們應(yīng)得的服務(wù)并且保持與客戶的良好關(guān)系以確保他們的要求得到滿足。 31.?Be able to handle emergencies. Be trained in these procedures and beable to act upon them. ? ? ? ?能夠處理緊急事件，必須掌握處理緊急事件的程序的相關(guān)知識和有能力遵照以上知識在緊急情況發(fā)生時進行處置。 32.?Responsible for appearance and behaviours of associate. Live allgrooming standards by example and ensure all associate compliance with groomingstandards. ? ? ? ?監(jiān)督員工的儀容儀表，根據(jù)酒店儀容儀表標準做出表率并監(jiān)督部門員工。 33.?Supervise the areas of lobby, main entrance, Front Desk and concierge counter，offer assist,help, training, coach and counsel. ? ? ? ?監(jiān)督大堂，酒店主要入口，前臺和禮賓部柜臺區(qū)域，提供協(xié)助，幫助，培訓，教導和建議。 34.?Complete and initiate special projects in a timely manner and within duedates. ? ? ? ?迅速有效地完成并指導實施特定項目目標，確保其在指定時間內(nèi)完成。 35.?Check information board daily, seek for and familiar with additionalinformation. ? ? ? ? 檢查每日公告欄，搜集并熟知新增的信息。 36.?Assist in handling problems in Food and Beverage outlets and refer theincidents to the respective manager. ? ? ? ? 協(xié)助處理各個餐廳發(fā)生的問題并把事件向相關(guān)負責經(jīng)理人提交。 37.?Conduct floor patrol to ensure that all area are in order. ? ? ? ? 執(zhí)行樓層巡邏以保證所有區(qū)域正常運作。 38.?Report the areas requiring repair and maintenance. ? ? ? ?報告需要維修維護的區(qū)域。 39.?Ensure efficient provision of front desk service by check in courteouslyand efficiently, co-ordinate check in and check out for VIP and special guests，handle expresscheck out when needed, assist in maintaining smooth order in the hotel lobby. ? ? ? ? 通過殷勤且高效地為客人辦理登記入住，確保前臺提供高效服務(wù)。協(xié)同并跟進重要VIP及特殊客人的入住及離店手續(xù)辦理。必要時提供快速離店服務(wù)，維持酒店大堂秩序順暢。 40.?Handle lost and found items, drill open of safe deposit box, paid out,rebate, room discrepancy, high balance ,?etc. ? ? ? ?監(jiān)督處理以下工作：失物招領(lǐng)，客人保險箱，現(xiàn)金提取，折扣及房態(tài)差異，押金不足等。 41.?Ensure the log book, handover files and checklists are well maintained. ? ? ? ?確保記錄本，交接文件，工作檢查表清晰流暢。 42.?Keep good relations with guests and write up guest contact reports forthe attention of the Management. ? ? ? ?和客人保持良好的關(guān)系，并為酒店管理層詳細描述與客人的溝通報告。 43.?Assist in handling guests when other sections are busy. ? ? ? ?當其他部門繁忙時協(xié)助處理客人事宜。 44.?Create a productive and positive atmosphere, have a good relationshipwith all associates and other departments. ? ? ? ?創(chuàng)建一個有效率，積極的工作氣氛，與所有員工和其他部門保持良好的工作關(guān)系。 45.?Ensure immediate and prompt guest attention to all guest concerns andcomplaints. ? ? ? ?對于所有客人的投訴和問題給予及時地關(guān)注。 46.?Responsible for resolution of problems and follow up within 10 minutesto ensure satisfaction. ? ? ? ?負責做到在10分鐘內(nèi)為客人解決問題或后續(xù)服務(wù)以此滿足客人需要。 47.?Develop friendly conversation with guests and obtain feedback from themand reflect to department concerned. ? ? ? ?發(fā)展與客人良好的對話氛圍，收集和反映客人對相關(guān)部門的意見。 48.?Be Familiar with the hotel emergency procedures and to ensure maximumsafety of guest and employees in case of emergencies. ? ? ? ?熟悉酒店的應(yīng)急程序，確保在緊急情況下，最大程度保護客人和員工的安全。 49.?Contact VIP Guests on a regular basis during their stay, - all arrivalseach evening, - all long stay once a week to see if they need anything special. ? ? ? ?與住店的重要客人保持經(jīng)常性的聯(lián)系，包括其每個入住到達的晚上，一周一次的與長期入住的客人會面并提供其需要的幫助。 50.?Communicate on a daily basis with sales and the executive office forVIPs. ? ? ? ?經(jīng)常就酒店重要客人的相關(guān)事務(wù)與銷售部門和行政辦公室溝通。 51.?VIP rooms blocking, ordering gifts, check gifts, check rooms, welcomeVIPs and guidance to the rooms. ? ? ? ?提前確認酒店重要客人房間，安排并檢查禮品，檢查房間，歡迎客人并陪同進入其客房。 52.?Ensure all associates working at night are indeed on duty. ? ? ? ?確保所有夜班員工到崗。 53.? Supervise all operations i.e. security,housekeeping, etc in the hotel during the night. ? ? ? ?監(jiān)督酒店所有夜間運營部門的工作，例如：安保部， 客房部等。 54.?Check that all work areas are neat and clean at night. ? ? ? ?檢查酒店夜間所有工作區(qū)域整潔干凈。 55.?Represent Hotel Management at night by maintaining at a high standard ofservices. ? ? ? ?在夜間代表酒店經(jīng)理保證酒店為客人提供高質(zhì)量的服務(wù)。 56.? Assistant FOM leading the front office team to achieve the target of hotel promotionactivities. ? ? ? ?協(xié)助前廳部經(jīng)理帶領(lǐng)前廳部團隊完成酒店各項促銷活動的指標 57.? Assistant FOM to managethe FO team，ensure the BSC score isachieved，especially the guest satistaction score in the Guest Voice ? ? ? ?協(xié)助前廳部經(jīng)理管理前廳部，確保前廳部BSC(平衡記分卡)各項分數(shù)達到目標，尤其是確滿意度的分數(shù)及OTA點評分數(shù)達標。 58.? Responsible for theimplementation of guest benefits during their stay in accordance with standardsand procedures. ? ? ? ?根據(jù)標準和程序，負責落實賓客在店期間所享受的禮遇。 59.? Follow the guestservice standard in the work，make sure the guest satisfaction score in the Guest Voice and Ctrip up to standard. ? ? ? ?在工作中遵循酒店對客服務(wù)滿意標準，確保賓客滿意度和攜程中賓客滿意度的分數(shù)達標。 60.?Pay attention to the situation of thedepartment staff and achieve the objectives of the departmentstaff satisfaction survey. ? ? ? ?關(guān)注部門員工工作情況，達到部門員工滿意度調(diào)查的目標。

Job Summary: 1. Responsible for the management of all Front Desk procedures according to hotel standards; 2. Engage with guest while creating unique, memorable, personalized experience by using empowerment to maximize guest satisfaction; 3.? As a role model, assist management in hiring, training, scheduling, evaluating, counseling, motivating and coaching department Ladies and Gentlemen.? 4. To provide general management support throughout the hotel at all times, monitoring guest satisfaction, security, and a main focus on guest’s requests and complaint-handlings.? Candidate Profile: 1.?College level and above preferred. 2. Fluent in Mandarin & English. 3.?Luxury hotel experience preferred.

MAJORRESPONSIBILIES 責任概要: Under the guidance and supervision of the Front Desk Manager, oversee all aspects of communication, coordination and executionof all assigned tasks. Ensures smooth and efficient handling of the FrontOffice operation so that the guest receives utmost care. Provide the necessaryVIP treatment; Work in coordination with Rooms Division and all departmentconcerned to fulfill guest needs and to respond and comply professionally. 有責任認識認可和識別溫德姆尊貴會員，及OTA賓客，以提供高質(zhì)量得賓客入住體驗，從預(yù)置電話建立聯(lián)系開始，見面和問候，到再整個酒店入住期間，離店中賓客得所有反饋，主導并踐行OTA運營方案，負責管理和監(jiān)督忠誠運營和項目得所有組成部分，與人力資源部門合作，建立適應(yīng)部門的培訓體系。 SPECIFIC DUTIES 工作任務(wù) : 1.????Maintainsup to-date information on. ? ? ? ? 良好的溝通和人際關(guān)系技巧。 2.???? Ensures prompt, efficient and courteous service. ? ? ? ? 優(yōu)秀的組織能力。 3.????To walkthe talk about customer delight and be a role model for your team with regardsto “Customer Delights”. ? ? ? ? 在令客人喜出望外方面以身作責，在集體中起到帶頭作用。 4.????Anticipatesthe needs of the guests and exceed their needs as much as possible. ? ? ? ? 總是預(yù)見并超越客人的期望。 5.????Ensuresall VIP? arrivals receive special attention. ? ? ? ? 確保所有的VIP客人到達時受到關(guān)注。 6.????Be awareof the VIP amenities and all requests. ? ? ? ? 了解客人房間的贈品和其它要求。 7.????Reviewarrival information on a daily basis; VIP, MB, Regular guests, Groups, specialrequests etc. ，inform Housekeepingand Room Service in time. ? ? ? ? 每班檢查當日抵店客人信息，包括貴賓、溫德姆會員、回頭客人、團隊及OTA賓客的情況以? 及特別要求，及時將相關(guān)信息通知客房部和送餐部。 8.???? Meets VIP guest in the lobby and offer information pertainingto hotel services and facilities. Welcome and escorts VIPs on their arrival inorder to ensure guest's satisfaction through personal recognition. ? ? ? ? 在大堂迎接貴賓并提供有關(guān)酒店服務(wù)及設(shè)備信息。有客人到達時迎接并護送客人以便識別確保客人滿意度。 9.????Ensuresguest are recognized and known within the department throughout their stay. ? ? ? ? 確保在客人入住期間充分地讓所在部門內(nèi)所有員工認識客人。 10.? Ensures all guests are greeted upon check in and departure. ? ? ? ? 所有客人入住及離店時迎送客人。 11.? Be a role model for the associate in your support for thisprogram and help associate or get involvement from them. ? ? ? 為賓客關(guān)系主任作好榜樣工作中協(xié)助他們。 12.? Takes quick and decisive action to eliminate potentialmotivation hazards. ? ? ? 采取迅速，果斷的措施，以消除潛在的影響工作熱情的危機。 13.? Earn a level of trust and respect throughout the organizationthrough hard work and dedication. ? ? ? 通過努力工作的獻身精神去贏得部門中每位員工的信任與尊敬。 14.? Ensure all GSA are completely familiar with computer systemsand the standards operation of their areas. E.G.? Business Center, Traders Club, ServiceCenter. ? ? ? 確保所有賓客服務(wù)員熟練掌握電腦系統(tǒng)知識和標準服務(wù)程序。 15.? Oversees lobby operations ensuring that guests are handledquickly and efficiently in all their needs. ? ? ? 監(jiān)管大堂營運確保所有顧客的需求得以高效快捷的處理。 16.? Assist Reception with group check-in. Conduct hotel tours, forboth general facilities and rooms. ? ? ? 協(xié)助前臺為團隊辦理入住，引導團隊并介紹酒店總體設(shè)施及場所。 17.? Ensure that lobby area is kept clean at all times andcoordinate with Housekeeping to ensure this. ? ? ? 與客房部密切聯(lián)系，確保大堂隨時處于一個干凈整潔狀態(tài)。 18.? Ensures emergency procedures are in place and can be easilyenacted on a 24 hours basis. ? ? ? 確保緊急疏散程序在全天24小時內(nèi)都可以隨全時適用。 19.? Ensures that the environmental initiatives are adhered to inthe workplace. ? ? ? 確保工作區(qū)域環(huán)保措施的施行。 20.? Constantly identify potential environmental improvementinitiatives which can be included in the environmental management program. ? ? ? 不斷地探求利用環(huán)保的改進措施，納入環(huán)保管理方案。 21.? Monitor and conduct a smoothly procedure of PM daily, ensuredistribution, enrolment, collection back and record operate properly accordingto standard. ? ? ? ?監(jiān)控和引導日常正確和流暢的賓客調(diào)查工作，確保日常分發(fā)，申請，回收和記錄的操作都按照標準進行。 22.? Analysis PM and collect guest comments and material, maintenanceand improve operation & performance standard. ? ? ? ?分析賓客意見調(diào)查表格，糾正和改進標準程序。 23.?Conductthe regular meeting according to the guest comments, to improve service quality. ? ? ? ?分析賓客意見調(diào)查資料，召開例會，與相關(guān)研討，從而提升服務(wù)質(zhì)量。 27. Be familiar with the Room Rate、discount、packageprice、hotel facilities and special events and otherinformation. ? ? ? ?熟悉房費、折扣、包價、酒店設(shè)施和特殊活動等相關(guān)知識。 28. Promoting the hotel's products and services by introducingthe hotel's services and facilities to guests ? ? ? ?通過不斷向客人介紹酒店服務(wù)與設(shè)施，從而促銷酒店的產(chǎn)品與服務(wù)。 29.?Ensure guest complaints are recorded and resolvedpromptly and correctly, try to avoid guests leaving with unsatisfied, solicit the assistance of Guest Service Managerif necessary. ? ? ? ?確保迅速、正確記錄與解決客人投訴，盡量避免客人帶著不滿意離開酒店，必要時征求賓客服務(wù)經(jīng)理或前廳部經(jīng)理的幫助。 32. Follow the guestservice standard of Hotel in the work，make sure the guest satisfaction?score on the Guest Voice and Ctrip up to standard. ? ? ? ?在工作中遵循酒店對客服務(wù)滿意標準，確保賓客滿意度和攜程中賓客滿意度的分數(shù)達標。 33. Payattention to the situation of the department staff and achieve the objectivesof the department staff satisfaction survey. ? ? ? ?關(guān)注部門員工工作情況，使部門員工達到賓客滿意度調(diào)查的目標。 34.?Participate in the rotation of Guest Service Manager and?Executive?Lounge Manager. ? ? ? 參與賓客服務(wù)經(jīng)理及行政酒廊經(jīng)理的輪崗工作。

Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure   監(jiān)督客戶關(guān)系部工作人員，以確保來賓始終得到禮貌接待及充分的注意和重視，由此實現(xiàn)最大的客人滿意度 Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service 監(jiān)督客戶關(guān)系部人員的工作，以確保優(yōu)悅會會員始終得到全部優(yōu)惠，常客和其它貴賓也得到特別關(guān)照 Inspects all VIP rooms prior to arrival 在貴賓到達前對貴賓房進行檢查 Greet VIP guests personally 親自迎接貴賓 Liaise with other departments and necessary outside contracts to ensure excellent service delivery 與其它部門和必要的外部承包商聯(lián)系，以確保提供高質(zhì)量的服務(wù) Oversee maintenance of efficient repeat guest history system 對高效的常客客史檔案系統(tǒng)維護實施監(jiān)管 Promote Inter-Hotel sales and in-house facilities 促進店際銷售及完善內(nèi)部設(shè)施   Perform such functions as to include but not be limited to:   行使下列功能，包括但不僅限于： o     Priority Club and regular guest welcome letters o     向優(yōu)悅會會員和常客致歡迎信 o     Solicitation of Priority Club applications o     發(fā)展優(yōu)悅會會員 o     Attending to special requests by guests o     回應(yīng)客人提出的特別要求 Develop and implement guest telephone contact systems 開發(fā)和應(yīng)用客人電話聯(lián)系系統(tǒng) Handle guest complaints and refer them as necessary, follows up on corrective action 處理客人投訴，如有必要則將其提交給有關(guān)部門，并對糾正措施進行跟進 Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery 計劃并參加優(yōu)悅會和貴賓的定期雞尾酒會和社會活動，以便進一步提高服務(wù)質(zhì)量 Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests 查閱來客單，檢查對客人和貴賓的房間分配情況、各類設(shè)施情況以及特別申請 Prepare requisitions for amenities on a timely basis 及時準備設(shè)備使用申請 Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction 確保向行政樓層和行政俱樂部提供全方位的服務(wù)，最大程度的獲得賓客滿意度 Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary 評估所有員工的外在形象、守紀情況和工作效率并進行直接監(jiān)管，如有必要，可采取 直接的糾正措施 Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures 在考慮酒店入住情況和預(yù)測以及大規(guī)模的團組活動，特別是關(guān)于提前或延遲到達及離店的情況的前提下，為客戶關(guān)系部員工準備高效的工作計劃，安排節(jié)日和假日 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.   擁有在與他人交往時大多數(shù)時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。 Good writing skills 具有良好寫作技能 Proficient in the use of Microsoft Office and Front Office System 熟練使用微軟辦公軟件和前臺系統(tǒng) Problem solving and organizational abilities 具有解決問題和組織能力   Qualifications – 學歷 Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent 具有酒店行政管理，酒店管理或相關(guān)的學士學位或大專水平。

崗位職責 responsibility 1、執(zhí)行主管的工作指示，協(xié)助主管的日常工作。  Carried out the supervisor's work instructions and assisted the supervisor in daily work. 2、參與各項服務(wù)活動，發(fā)現(xiàn)問題及時糾正。 Participate in various service activities and correct problems in time. 3、檢查員工的儀表儀容、勞動紀律、行為規(guī)范和工作態(tài)度，使之達到部門要求。  Check the staff's appearance, labor discipline, code of conduct and working attitude to make them meet the requirements of the department. 4、掌握酒店各項優(yōu)惠政策和房價政策，了解客房狀況和出租率。 Master hotel preferential policies and room rate policies, and understand room conditions and occupancy rates. 5、檢查預(yù)訂資料及通知單，合理安排賓客的入住。 Check reservation information and notice, and make reasonable arrangements for guests' accommodation. 6、確保入住登記單詳細、準確、清晰，符合有關(guān)部門的規(guī)定。  Ensure that the check-in form is detailed, accurate, clear and in accordance with the regulations of relevant departments. 崗位要求 Post requirements 1、中專及以上學歷，有同崗位工作經(jīng)驗1年以上。 technical secondary school or above, with more than 1 year of work experience in the same position. 2、熟悉前臺的各項業(yè)務(wù)。 Familiar with the business of the front desk. 3、精通前臺的各項接待程序，溝通能力較強，解決工作中的各種疑難，處理各種投訴。 Proficient in the reception procedures of the front desk, with strong communication skills, able to solve various difficulties in work and deal with various complaints. 4、性格開朗，有良好的個人修養(yǎng)，工作認真負責，作風正派。 cheerful personality, good personal cultivation, serious and responsible work, decent style.

MAJOR RESPONSIBILIES 責任概要 : Work closely with the managers to ensure daily operations in Front Desk are run smoothly.? Ensure allareas in Front Office are covered by sufficient manpower at all times.? Overseeing and training all Front Desk Agentsat the counters to ensure consistency of??services rendered to all guests.? 與部門經(jīng)理緊密地合作，提供積極有效地協(xié)助，以達到令前臺的日常運轉(zhuǎn)順利正確地進行的目的。確保在任何時刻前廳部各個崗位都配以充足的人力。監(jiān)督并培訓所有的前臺員工為客人提供一致性的服務(wù)。 SPECIFIC DUTIES 工作任務(wù) : 1.????Ensure all StandardOperating Procedure and Local Operating Procedures are adhered to and carriedout. ? ? ? ? 確保所有規(guī)范運行程序和地區(qū)規(guī)范運行程序嚴格地被遵循和執(zhí)行。 2.???? Monitor work stationeries to ensure there are sufficient supplies andrequisite through Managers whenever required. ? ? ? ? 持續(xù)監(jiān)督和檢查工作所需要文具等相關(guān)用品，保證其充足的貯備與供給，以備之需。 3.???? Meeting and escorting of VIP guests to their room/s and any other guestas and when required. ? ? ? ? 迎接VIP客人（及其他相應(yīng)的客人當有需要時）并陪同引領(lǐng)到他們的房間。 4.???? Preparing of 15 minutes training for all Front Office associates. ? ? ? ? 準備前廳員工的15分鐘培訓。 5.???? Monitor room assignments to ensure all guests’ requests are met orprovide guest with an alternative if unable to meet request. ? ? ? ? 監(jiān)督所有房間的分配，確保所有的客人的需求得以滿足。在無法滿足客人需求時，提供客人可能性的選擇。 6.???? Knowing all duties and responsibilities of the Front Office in order toassist associates more efficiently whenever required. ? ? ? ? 清楚地了解前廳部所有的職責與義務(wù)，當員工們需要時更加有效地提供幫助與支持。 7.???? Check and ensure that all tasks stated on the associate’s dailyoperations checklists, are completed before the end of each shift.?? ? ? ? ? ?監(jiān)督員工的工作，保證日常工作檢查表上規(guī)定的任務(wù)在班次結(jié)束前全部完成。 8.???? Handling of guests’ request and complains and taking ownership ofguests’ feedback.? Correspond with guestif necessary. ? ? ? ? ?處理客人的需求及投訴，負責集取客人的反饋信息，必要時與客人保持聯(lián)系。 9.????Ensure key packetsfor guest are properly packed according to the hotel’s standard and room/sassigned according to guests’ request????? ? ? ? ? ?依照酒店的規(guī)范標準為客人準備好客房鑰匙及相關(guān)對象, 按照客人需求分配房間。 10.? Ensure all areas at Front Desk and Back Office are cleaned at all times.(Includes lobby level.) ? ? ? ? ?時刻確保所有在前廳管轄范圍內(nèi)的環(huán)境的干凈與整潔。（包括酒店大堂） 11.? Ensure hotel’s properties, department’s equipment are handled with careby all associates and used according to proper procedures at all times ? ? ? ? ?時刻確保所有員工按照正確的程序小心謹慎地使用酒店的設(shè)施與部門的設(shè)備。 12.? Maintaining the security of guests’ profiles and gifts. ? ? ? ? ?維護客人的資料信息及禮物。 13.? Handling of overbooked situations with Manager on Duty. ? ? ? ? ?協(xié)同當班經(jīng)理處理解決超員預(yù)訂的狀況。 14.? Knowing all emergency procedure at all times. ? ? ? ? ?任何時候都清楚地了解所有緊急情況的處理步驟。 15.? Be wary of general liability issues and if unclear to check with Manageron Duty. ? ? ? ? ?對常規(guī)的職責議題保持小心謹慎的態(tài)度，當有不清楚時及時與經(jīng)理核查。 16.? Maintain effective service in line with the Hotel’s Corporate Image ? ? ? ? 為客人提供有效的服務(wù)并保持其與酒店團隊形象的一致性。 ? ? ? ? a.??????Company’s Grooming Standard ? ? ? ? ? ? ? ? ? ?酒店儀表標準 ? ? ? ? b.??????Standard Operation Procedures ? ? ? ? ? ? ? ? ? ?標準工作程序 ? ? ? ? c.??????Departmental Policies ? ? ? ? ? ? ? ? ? ?部門方針政策 ? ? ? ? d.??????Corporate Policies ? ? ? ? ? ? ? ? ? ?酒店方針政策 17.? Any other duties as may be assigned from time to time. ? ? ? ?承擔其他實時被委派的職責。 18.?Implement the proper training program and control the training of thestaff to top efficiency and in accordance with hotel policies. ? ? ? ? 參加相關(guān)培訓課程，幫助培養(yǎng)符合酒店標準的高品質(zhì)的員工。 19.? ?Providejob descriptions and an updated training manual. ? ? ? ? 制定工作描述，更新培訓手冊。 20.? Maintain close control and inventory of suppliesand equipment. Everything in Working Order (EIWO). ? ? ? ? ?監(jiān)管并保證所有供應(yīng)品及設(shè)備都完好無損。確保所有物品都能正常使用。 21.? Maintain cleanliness and neatness of work area. ? ? ? ? ?保持工作環(huán)境的干凈整潔。 22.? ?Befamiliar with and follow all hotel safety and accident prevention procedures. ? ? ? ? ?熟悉并遵守酒店安全防衛(wèi)條例。 23.?Have knowledge of hotel rates, discounts, and how to handle each. ? ? ? ? 了解并知道如何處理與酒店房價和折扣相關(guān)的問題。 24.?Have working knowledge of reservations and Fidelio procedures.? Know cancellation procedures and walkprocedures. ? ? ? ? 了解與預(yù)訂和酒店所用管理系統(tǒng)相關(guān)的工作知識。了解取消預(yù)訂以及訂預(yù)定的程序。 25.? Follow the Marriott customer servicesatisfaction standard and ensure the guest satisfaction score is up tostandard. ? ? ? ? 在工作中遵循對客服務(wù)滿意標準，確保賓客滿意度和攜程點評分的分數(shù)達標。 26.? At all times, should be the most professionaland polite manner to show the style of hotel. ? ? ? ? 任何時候都應(yīng)該以最專業(yè)及最禮貌的舉止來展現(xiàn)酒店的風采。 27.? Understand possible emergencies and know how todeal with them. Report to superior or guest service Manager in case of failure. ? ? ? ? 了解可能出現(xiàn)的突發(fā)事件并懂得如何應(yīng)對，如無法處理時及時向上級或賓客服務(wù)經(jīng)理上報。 28.? Check the arrival guest information, includingVIP, Marriott membership, regulars, group reservations and other relevantspecial requirements, timely inform the Housekeeping Department and Food andBeverage Department of the relevant information. ? ? ? ? ?查看當天抵店客人信息，包括貴賓，溫德姆會員顧客，常客，團隊預(yù)訂，OTA賓客及其它相關(guān)的特殊要求，及時將相關(guān)信息通知客房部和餐飲部。 29.? Maintain good relationship with HousekeepingDepartment, promptly inform them of early departure, early arrival, extend booking,late check-out, room change and other special requests. ? ? ? ? ?維持與客房部的良好關(guān)系, 迅速及時將有關(guān)客人提前離店、提前抵店、續(xù)住、延遲退房、換房以及其它特殊要求通知客房部。 30.? Liaise with the Housekeeping Department toensure room image is maintained and the “ Room Ready on Arrival ” policy is adhered to . ? ? ? ? ?與客房部協(xié)調(diào)以確保房間干凈整潔以保證“可用房”政策。

Report to Front Desk Supervisor. 向前臺主管匯報工作。 ? Well versed on all Brand Standard requirements for Front Desk and related areas. 熟知前臺及相關(guān)部門的品牌標準要求。 ? Be initiative to engage with the guest, build strong relationship with guest, respond to guests’ needs in time and resolve related problems. 主動的和客人情感交流，并與客人建立良好的關(guān)系，及時為客人的需求做出反應(yīng)并解決相關(guān)問題。 ? Ensure to achieve monthly Marriott Rewards enrolment goal provided by Assistant Front Office Manager and maintain activation rate above 18%, also ensure achieve room upselling target provided by Assistant Front Office Manager. 確保完成由助理前廳經(jīng)理訂立的月度萬豪禮賞會員注冊目標，保持18%的活躍率，同時完成由助理前廳經(jīng)理訂立的房間升級促銷目標。 ? Handle guests’ complaint, make correct and quick decision to ensure fully guest satisfaction whilst protecting the hotel property and revenue. 處理客人投訴，認真分析投訴并又快又準地做出答復，使客人滿意從而能夠保護酒店的財產(chǎn)和利益。 ? Serving guests at Front Desk while providing the highest level of service in an efficient, courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering?to guidelines and procedures. 依據(jù)萬豪殷勤待客的服務(wù)標準和工作指導在前臺向客人提供最高水準的、高效的、禮貌的、專業(yè)的服務(wù)。 ? ? ?Specific Duties 具體職責 ? Handle all duties according to hotel policies, procedures, internal rules and standards. 處理所有的工作都要依照酒店政策、程序、內(nèi)部規(guī)定及標準。 ? Responsible?for all activities relevant to?Front Desk such as check in/out, cashiering, foreign exchange. Provide information to any guests or visitor’s inquires. 負責前臺的相關(guān)工作，如入住\退房、收銀、外幣兌換。為客人或來訪者提供信息及協(xié)助。 ? Get a daily briefing about extra events to effectively deal with all foreseen situations on a daily basis. 在每日例會中了解額外的事件，以便快捷的處理所有可能發(fā)生的情況。 ? Have knowledge about room rates, packages, discounts and promotions and know how to handle about that. 掌握房價、包價、折扣和促銷的所有信息，并知道如何去處理。 ? Be well know of hotel products knowledge. 了解酒店產(chǎn)品知識。 ? Strictly follow all cash handling and banking procedures to check out all customers efficiently. 在為客人提供快捷結(jié)賬的同時嚴格遵守財務(wù)及銀行的各項規(guī)定。 ? Operate MARSHA and OPERA well and able to use key card system. 熟練的使用MARSHA和OPERA?以及鑰匙系統(tǒng)。 ? Perform guest registration and room assignment, fulfil special requests of all customers. ?? 執(zhí)行客人的入住登記、房間分配，滿足所有客人的特殊要求。 ? Be knowledgeable about Frequent Traveller Programs. Participate and contribute sign-up program,?ensure accuracy and activation rate meet brand goal. 了解其它的常客計劃。參與并積極的推廣計劃，確保正確率和活動率達到集團目標。 ? Know how to follow hospitality guidelines. ? 知道如何遵循服務(wù)的基本方針。??????? ???????????????????????????????????????????????? Answer phone calls according to standard by using proper telephone etiquette and within three rings. 在三聲之內(nèi)按標準接聽電話并使用正確的電話禮儀。 ? Know how to operate safety deposit box. 知道如何使用保險箱。 ? Ensure the cleanliness of the front desk and heart of the house area at all times, utilize spare time for cleaning. 確保前臺和后臺辦公室區(qū)域的整潔，利用空余時間去清潔。 ? Assist all guests in problems and questions as required, ensure that all guest problems are resolved by using Marriott L.E.A.R.N model. ? 必須幫助解決所有客人的問題和詢問，確保解決所有客人問題都要依照萬豪?L.E.A.R.N模式。 ? Take action to participate in hotel incentive program, familiar with hotel sale strategy, do not violate “Look No Further Best Rate Guarantee”. 積極的參與酒店激勵計劃，熟悉酒店銷售策略，不可以違反“最優(yōu)惠價格保證”。 ? Be flexible in regarding to work schedule，have a solid understanding of hotel operations,?assist fellow associates when necessary to get all jobs done on time. ???????? 靈活的安排工作計劃，很熟悉的了解酒店的運作，協(xié)助同事按時完成所有工作。 ? Use OPERA/MARSHA password with discretion, log off the terminal when leaving the area. 謹慎的使用OPERA/MARSHA的密碼，在離開時必須退出登陸客戶終端。 ? Ensure proper charge is posted to guest credit card when check out,?provide guest with a zero balance invoice. 結(jié)賬時確保在客人的信用卡上收取正確的費用，為客人提供余額為零的賬單。 ? Close cashier at the end of each shift by following the blind drop procedure strictly. 每班次結(jié)束時嚴格遵守投賬程序平賬。 ? Be disciplined at all times, stand alert at the Front Desk, greet guests immediately and offer assistance before guest asking, focus your attention to the customers. 時刻遵守前臺紀律并保持警醒及時問候客人，在客人未開口之前為之提供幫助，集中所有的注意力在客人身上。 ? Be familiar with morning, afternoon and overnight daily check list to ensure smooth daily operations. 熟悉早班，中班和夜班的檢查表以確保運作的正常。 ? Be aware of the hotel VIP / repeat guest / long-stay guest / high value guest and pay special attention to make the guest have a memorable stay. 知道酒店的貴賓/回頭客/長住客/重要客人并給予特別的關(guān)注，以讓客人擁有一個難忘的入住經(jīng)歷。 ? Maintain the guest information and ensure proper input in the PSB system. 保留客人信息并確保正確的輸入到PSB系統(tǒng)。 ? Make sure will be proper record in the system after issued Fapiao to guest. 確保發(fā)票開具給客人后正確地記錄在系統(tǒng)中。 ? Be responsible for every check out guest, ensure each transaction has proper posted to guest account. 對每位退房客人負責，確保正確將每一筆消費輸入到客人房帳。 ? Adhere to all cashiering procedures?in?daily work, including paid out?/?correction?/?rebate?/?advance deposit/miscellaneous charge/cash not refund/money change. 在日常工作中依據(jù)所有收銀員程序，包括支付、修正、扣減、預(yù)付押金、雜項收費、押金未退以及

崗位職責： 1.確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2.查看交班記錄，了解上一班的移交事項，并負責處理。 3.熟悉預(yù)訂資料，了解客情，尤其要記住即將來店的貴賓、常客的姓名，了解酒店的所有活動。 4.熟悉酒店有關(guān)客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經(jīng)濟效益。 5.熟練總臺各項專業(yè)業(yè)務(wù)和技能，搞好對客服務(wù)。 6.熟練掌握店內(nèi)外信息，提供準確的問訊服務(wù)。 7.負責為下榻酒店的賓客辦理入住登記手續(xù)。 8.負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度。 9.制作有關(guān)報表，為其它部門提供準確的接待信息。 任職資格： 男女不限，男身高1.70M以上,女身高1.60M以上，大專以上學歷，英語流利； 性格開朗、頭腦靈活、工作踏實，具有較強的服務(wù)意識、推銷意識和責任感； 具備較強的溝通和應(yīng)變能力，能獨立處理較復雜的緊急問題，善于同賓客交往； 團隊協(xié)作意識強，有相關(guān)工作經(jīng)驗優(yōu)先考慮。 公司福利：月休八天/五險一金/免費食宿/年終獎金/帶薪年假/職業(yè)發(fā)展/年節(jié)福利/多彩團建

【崗位職責】 1、確保自己的服飾、發(fā)型整潔、淡妝等方面全部符合規(guī)定的要求。 2、查看交班記錄，了解上一班的移交事項，并負責處理。 3、熟悉預(yù)訂資料，了解客情，尤其要記住即將來店的貴賓、常客的姓名，了解酒店的所有活動。 4、熟悉酒店有關(guān)客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經(jīng)濟效益。 5、熟練總臺各項專業(yè)業(yè)務(wù)和技能，搞好對客服務(wù)。 6、熟練掌握店內(nèi)外信息，提供準確的問訊服務(wù)。 7、負責為下榻酒店的賓客辦理入住登記手續(xù)。 8、負責客房鑰匙的管理和發(fā)放工作并嚴格遵守驗證制度。 9、制作有關(guān)報表，為其它部門提供準確的接待信息。 【崗位要求】 1、XX以上文化程度，懂得英語。 2、性格開朗、頭腦靈活、工作踏實，具有較強的服務(wù)意識、推銷意識和責任感。 3、通曉酒店各項對客政策、設(shè)施設(shè)備及服務(wù)種類以及總臺工作程度和規(guī)范。 4、相貌端正，身體健康。

1.認知和歡迎每一位客人，微笑，目光接觸，用客人的名字友好的問候； 2.積極，專業(yè)，及時地處理客人的服務(wù)需求，通過和客人溝通住宿、服務(wù)的體驗來和客人進行情感投入； 3.預(yù)見客人的需求，包括聆聽、觀察客人、詢問客人，并且及時地滿足客人的需求； 4.負責禮賓臺日常運作，為客人提供卓越的行李服務(wù)，用車服務(wù)，電瓶車服務(wù)和相關(guān)禮賓服務(wù)； 5.協(xié)助部門管理、培訓、計劃、評估、建議、激勵和指導部門紳士淑女。 任職資格： 1.熟練使用各種辦公軟件； 2.普通話及英語熟練； 3.2年以上禮賓部對客服務(wù)經(jīng)驗，或其它相關(guān)專業(yè)領(lǐng)域認證。

1、負責管理隱世體驗部（禮賓）所有的員工和履行應(yīng)有的職能。管理包括隱世體驗禮賓員、車隊、司機，大堂大使等崗位，以及迎賓閣、抵達大堂等區(qū)域； 2、為部門負責人，指導并且和其他成員一起合作成功完成所有隱世體驗部（禮賓）的運營工作，包括客人的抵店和離店程序； 3、致力于不斷的提高員工和客人的滿意度； 4、合理安排和調(diào)度車輛內(nèi)部資源和外部資源，確保客人都能享受到安全、舒適地用車服務(wù)； 5、在賓客接待方面展示領(lǐng)導力，樹立卓越的賓客服務(wù)典范，同時為賓客關(guān)系創(chuàng)造一個積極的氛圍。 任職資格： 1、3年以上賓客服務(wù)部，禮賓部管理經(jīng)驗，或其它相關(guān)專業(yè)領(lǐng)域認證； 2、英語口語及書寫能力優(yōu)秀； 3、優(yōu)秀的領(lǐng)導能力。

崗位職責/職位描述 職位概述： 1.編制與行李有關(guān)的工作程序，并確保禮賓部及車隊員工在工作中遵守工作程序。 2.所有前廳員工了解最新消息的途徑暢通。 3.確保前廳經(jīng)理、前廳副經(jīng)理、和賓客服務(wù)經(jīng)理了解遇到的問題，以便獲得幫助。 4.根據(jù)酒店標準培訓所有禮賓部員工、評估表現(xiàn)、推薦晉升、辦理員工調(diào)動及紀律懲戒。 5.確保貴賓及希爾頓榮譽客會會員得到完善招待，其它客人得到機場接送服務(wù)。 6.就酒店操作可以改進之處，提出推薦意見。 7.確保所有禮賓員工達到管理層提出的儀容儀表標準。 8.督導車隊主管車隊管理，確保車隊利潤最大化和車輛、資產(chǎn)的妥善管理。 9.根據(jù)酒店/部門目標、政策和實際情況與團隊成員共同設(shè)立團隊目標。 10.根據(jù)酒店及希爾頓集團標準保持個人形象。 11.保證按時完成各項報告及上級分配的各項工作。 12.堅持酒店安全制度、緊急情況處理規(guī)定和程序。 13.如有必要，該部門有權(quán)更改或補充該職位描述。 14.完成任何其他合理的職責和被指派的職責。 15.需要了解當?shù)芈糜挝幕约俺鞘懈艣r，為客人提供貼心服務(wù)。 工作技能要求： 1.至少3年禮賓主管級工作經(jīng)驗 2.原則性強，職業(yè)化規(guī)范度高，具有良好的團隊協(xié)作精神 3.出色的人際交往能力，誠實可靠、品行端正。

1. 協(xié)助隱世體驗主管負責禮賓臺日常運作，為客人提供良好的行李服務(wù)，用車服務(wù)，電瓶車服務(wù)，預(yù)見并滿足客人的需求； 2. 主動與客人建立情感聯(lián)系，通過使用授權(quán)來創(chuàng)造一個獨特、難忘和個人化的體驗，抓住每一個機會提升客人的滿意度。 任職資格： 1. 良好的溝通協(xié)調(diào)能力； 2. 較好的服務(wù)意識，熱愛酒店行業(yè)； 3. 接受優(yōu)秀實習生； 4.退伍軍人優(yōu)先。