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【崗位職責】 1、在前廳部經理的直接領導下，在當班期間負責整個酒店的正常運作。 2、要負責處理賓客的問題和投訴。 3、要負責重要賓客的迎領工作，要確保為客人提供人性化服務。 4、解決當班期間發生的安全問題。 5、向其它班次協調交班記錄上需要溝通的事項。 6、及時有效的和賓客溝通，確保給顧客及時的答復。每個客人的投訴要求必須要在二十四小時內解決。 7、關注客戶信息和喜好，確保滿足客人的要求。 8、了解酒店周邊地區的最新信息，名勝，風景地等，為顧客提供方便。 9、確保前臺和其他部門間的溝通交流，特別是客房部，餐飲部等。 10、及時將信息傳遞至相關人員，確保尚未完成的事情移交至有關人員，讓賓客滿意。參加必要的會議并閱 【崗位要求】 1、大專以上學歷，有3年以上前臺工作經驗或1年以上同崗位工作經驗。 2、熟悉前廳部日常運行，熟悉Opera系統，具備良好的英文溝通能力。 3、具有良好的服務意識，團隊協作精神以及良好的溝通、協調和應變能力。 4、注重細節，工作有責任心，敢于承擔責任，執行力較強。 5、有上進心和良好的學習能力和抗壓能力。 女生身高166cm以上，男生身高176cm以上，形象氣質佳。

崗位職責 1、負責酒店前廳部的接待和管理工作，熟知前廳服務設施的功能，處于完好狀態。 2、進行有關的市場計劃分析制定部門工作計劃，完成工作報告。 3、使客房達到最高出租率，獲取最佳的客房收入。 4、督導下屬部門主管，委派工作任務，明確崗位責任，隨時調整工作部署。 5、保持良好的客際關系，能獨立有效地處理賓客投訴。 6、協助酒店與更高一級領導處理突發事件。 崗位要求 1、大專上學歷，有同崗位工作經驗2年以上。 2、熟悉酒店前廳的經營管理工作，具有較強的工作責任感和敬業精神。 3、督導前廳各分部員工服務質量標準、操作流程標準并對前廳部各項工作實施全面監管。 4、有效貫徹、落實并完成部門制訂的每月工作計劃。 5、英語對話流利，有較強的協調管理能力，具有一定的銷售能力。 6、全面掌握前臺收銀方面的財務基礎知識，能處理日常服務環節中所涉及到的財務方面的問題。

Job Responsibility崗位職責： l? Be well groomed and conform to the hotel's dress code and deportment. 穿戴得體、并遵守酒店的著裝規定，舉止優雅。 l? Be informed about daily operations and events. 了解日常運營情況及相關事宜。 l? Be highly visible in public area during peak hour. 繁忙時也應具備高度的洞察力。 l? Get ready for fast check-in for Elite members,ensure guest rooms keys are in working order prior to arrival. 為精英會員準備好快速入住手續，并且確?？头块T卡的可用。 l? Physical check on personalize amenities set up forElite, Cobalt and Redemption stay members prior to arrival . 在精英會員，鈷卡以及積分兌換到達前為其準備個性化服務并檢查妥當。 l? Coordinate with General Manager, Head Connectoron personalization card for amenities set up. 在給客人的個性化歡迎卡片上與總經理及前廳經理進行協調溝通。 l? Review the redemption stay members to create"surprise and delight" with Loyalty Manager . 與客戶忠誠經理一起為積分兌換創造驚喜與喜悅 l? Be presence at Lobby,Executive Lounge and Restaurant to create emotional engagement with all Elitemembers . 在大堂、行政酒廊和餐廳與所有精英會員建立情感聯系 l? Ensure to send Elitemembers arrival notice at least 30 mins to General Manager/Head Connector/Loyalty Manager, to meet and greet during arrival . 確保在精英會員到達前的注意事項在30分鐘內通知總經理，前廳部經理或客戶忠誠經理，以便他們在精英會員到達時進行歡迎和問候 l? Ensure to send Elite member departure notice atleast 30 mins to General Manager/Head Connector/Loyalty Manager to bid fondfarewell? during departure . 確保在精英會員退房時注意事項在30分鐘內通知總經理，前廳部經理或客戶忠誠經理，以便他們在精英會員離店是進行告別。 l? End of shift to updateEmpower GXP and reply back to cases from CEC on Elite members . 班次結束時更新GXP授權并通過CEC回復精英成員的訴求。 l? Report any unusual occurrences immediately to the ExecutiveAssistantManager/Directorof Rooms. 遇異常情況須及時向房務總監或行政助理經理報告。 l? At all times strive to represent Marriott in the most professional andcourteous manner. 任何時候都應該以最專業及最禮貌的舉止來展現萬豪的風采 Job requirements崗位要求： lMinimum 3 years of relative area work experiece;minimum 1 years of management experience. 至少3年相關領域工作經驗；至少1年管理經驗 lCustomer Service Oriented具有“客戶服務至上”的理念 l Efficiency高效的工作能力 l Desirable Communication Skill良好的溝通技能 l Organizer較強的組織能力 Team Player良好的團隊合作精神 Fluentin English and Chinese. 中英文流利 PreferablyCollege and Above大學本科及以上優先考慮

崗位職責 1.掌握當日客情及餐飲活動。 2.參與各項前臺的工作。發現并上報工作中出現的問題。 3.掌握當天到店及離店的重要賓客，回頭賓客。 4.在賓客到店之前準備好登記表、鑰匙卡等以確保入住手續方便、快捷。 5.與住店賓客保持良好溝通以了解賓客之喜惡（喜好），協助賓客解決疑難事宜。 6.做好每日對住店賓客的電話拜訪工作，搜集賓客意見并及時采取跟進措施與向上級反映。 7.在前臺及大堂與商務樓層接待及迎送住離店的賓客。 8.協助入住商務樓層之賓客辦理登記入住及離店手續。 崗位要 1.大專以上學歷，有同崗位工作經驗3年以上，有良好英文溝通能力 2.具有良好的服務意識，團隊協作精神以及良好的溝通、協調和應變能力 3.注重細節，工作有責任心，敢于承擔責任，執行力較強 4.有上進心和良好的學習能力和抗壓能力。

【崗位職責】 1、掌握當日客情及餐飲活動。 2、參與各項前臺的工作。發現并上報工作中出現的問題。 3、掌握當天到店及離店的重要賓客，回頭賓客。 4、在賓客到店之前準備好登記表、鑰匙卡等以確保入住手續方便、快捷。 5、與住店賓客保持良好溝通以了解賓客之喜惡（喜好），協助賓客解決疑難事宜。 6、做好每日對住店賓客的電話拜訪工作，搜集賓客意見并及時采取跟進措施與向上級反映。 7、在前臺及大堂與商務樓層接待及迎送住離店的賓客。 8、協助入住商務樓層之賓客辦理登記入住及離店手續。 【崗位要求】 1、中專以上學歷，有同崗位工作經驗1年以上，有良好英文溝通能力。 2、具有良好的服務意識，團隊協作精神以及良好的溝通、協調和應變能力。 3、注重細節，工作有責任心，敢于承擔責任，執行力較強。 4、有上進心和良好的學習能力和抗壓能力。

招聘賓客服務主管、夜班賓客關系主管、賓客服務接待，賓客關系主任GRO， 總機賓客服務接待。 · Conducts shift briefings to ensure hotel activities and operational requirements are known ·?進行有效的交接班簡報工作，以明確酒店活動和運營要求 ·?Supervise front desk operations during assigned shift including: ·?在當班期間監督前臺運營情況，包括： ??Maintenance of guest information ??維護客戶信息 ??Maintenance of information about local events ??維護當地活動的信息 ??Compile occupancy statistics ??統計入住情況 ??Supervise group bookings ??監督團隊預訂情況 ??Assisting with serious complaints ??協助解決嚴重投訴問題 ·?Supervise cashiering activities during shift including: ·?在當班期間監督收銀的活動，包括： ??Cash handling and banking procedure ??現金處理和銀行業務程序 ??Dealing with irregular payments ??處理非正常的付款情況 ? Instructing staff in credit policies and facilities ? 就信用政策和設備對員工進行指導培訓 ??Instructing staff in cash security procedures ? 就現金安全程序對員工進行指導 ??Carry out debtor control ? 實施應收帳款控制 ??Prepare reports ??準備財務報告 ? Supervise the cashiering system ? 對收銀系統實施監管 ·?Works with Superior on manpower planning and management needs ·?與上級領導一起進行人力規劃和管理需求的討論

· Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations · 直接向前廳部經理匯報并就所有與賓客服務及酒店運作相關的問題進行溝通 · Provides functional assistance and direction to all departments · 向所有部門提供功能性支持和指導 · Cooperates, coordinates and communicates with other hotel departments as required · 按需要與酒店其它部門進行合作、協調和溝通 · Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel · 對各種狀況做出反應，以確保來賓被及時的禮貌接待并得到充分的注意和重視 · Responds to guest needs and resolves related problems · 就客人的需求做出反應并解決相關問題 · Supervises and directs Reception and Reservations personnel · 對接待部和預訂部工作人員進行監督和指導 · Supports and assists Front Office personnel and all departments at peak periods · 在高峰期向前廳部工作人員和其它所有部門提供支持和協助 · Ensures VIPs and IHG rewards club guests receive special attention · 保證貴賓和優悅會會員受到特別關照 · Inspects front of house and back of house regularly for cleanliness · 定期檢查一線各部門和二線各部門的清潔狀況 · Assists Guest Relations in greeting, rooming, and sending off VIP guests · 協助客戶關系部門迎接貴賓，為其安排房間并在其離店時送行 · Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff · 監督員工的行為、制服穿著、衛生和外表形象 · Provides input for Front Office meetings · 為前廳部會議提供信息 · Promotes inter-hotel sales and in-house facilities · 促進店際銷售及推銷酒店內的設施 · Checks billing instructions and monitors guest credit · 檢查結帳說明并監督客人信用情況 · Analyses and approves discounts and rebates · 分析和批準打折相關事宜 · Analyses the rate variance report to ensure rooms revenue control · 分析房價差異報告以保證控制客房收入 · Takes action with the Property Management Systems (PMS) in emergency situation · 在緊急情況下使用酒店管理系統（PMS） · Fully conversant with all hotel emergency procedures · 熟知酒店緊急情況所有處理程序 · Ensures front line staff complies with FIT marketing techniques and maximize sales · 確保一線員工遵從散客市場技巧并最大化的進行銷售 · Works with Superior and Human Resources on manpower planning and management needs ·與上級領導和人力資源部一起進行人力規劃和管理需求 · Works with Superior and Director of Finance in the preparation and management of the Department’s budget · 與上級領導和財務總監一起編制和管理部門預算

·?Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. ·?直接向前廳部經理匯報并就所有與賓客服務及酒店運作相關的問題進行溝通。 ·??Provides functional assistance and direction to all departments. ·??向所有部門提供功能性支持和指導。 ·??Cooperates, coordinates and communicates with other hotel departments as required. ·???按需要與酒店其它部門進行合作、協調和溝通。 ·???Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel ·???對各種狀況做出反應，以確保來賓被及時的禮貌接待并得到充分的注意和重視。 ·???Responds to guest needs and resolves related problems ·????就客人的需求做出反應并解決相關問題。 ·????Supervises and directs Reception and Reservations personnel. ·????對接待部和預訂部工作人員進行監督和指導。 ·????Supports and assists Front Office personnel and all departments at peak periods. ·????在高峰期向前廳部工作人員和其它所有部門提供支持和協助。 ·????Ensures VIPs and priority club guests receive special attention ·????保證貴賓和優悅會會員受到特別關照。 ·????Inspects front of house and back of house regularly for cleanliness. ·????定期檢查一線各部門和二線各部門的清潔狀況。 ·????Assists Guest Relations in greeting, rooming, and sending off VIP guests. ·???協助客戶關系部門迎接貴賓，為其安排房間并在其離店時送行。 ·????Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. ·???監督員工的行為、制服穿著、衛生和外表形象。 ·???Provides input for Front Office meetings. ·???為前廳部會議提供信息。 ·????Promotes inter-hotel sales and in-house facilities. ·????促進店際銷售及推銷酒店內的設施。 ·????Checks billing instructions and monitors guest credit ·????檢查結帳說明并監督客人信用情況。 ·????Analyses and approves discounts and rebates. ·????分析和批準打折相關事宜。 ·????Analyses the rate variance report to ensure rooms revenue control ·??? 分析房價差異報告以保證控制客房收入。 ·????Takes action with the Property Management Systems (PMS) in emergency situation. ·?????在緊急情況下使用酒店管理系統（PMS）。 ·??????Fully conversant with all hotel emergency procedures. ·?????熟知酒店緊急情況所有處理程序。 ·?????Ensures front line staff complies with FIT marketing techniques and maximize sales. ·?????確保一線員工遵從散客市場技巧并最大化的進行銷售。 ? ·?????Works with Superior and Director of Finance in the preparation and management of the Department’s budget. ·???? 與上級領導和財務總監一起編制和管理部門預算。

·?Assist guests with all inquiries, both hotel and non-hotel related ·?協助客人各種與酒店相關或無關的問詢 ·?Conduct effective shift briefings to ensure hotel activities and operational requirements are known ·?進行有效的交接班說明工作，以明確酒店活動和運營要求 ·?Maintain detailed knowledge of the activities of the day and alert to any potential problems ·?詳細了解當日活動情況并留意各種潛在問題 ·?Maintain detailed knowledge of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events ·?詳細了解所在城市和地區的情況，包括去往主要地點的路線、以及關于餐館、劇場、商場、電影院、體育場館、娛樂設施、銀行、領事館、交通系統和特殊活動的信息 ·?Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards ·?保證供應足夠的表格和手冊，并確保其質量達到酒店標準 ·?Consult Log Book for information/request left by outgoing shift ·?查閱交班人員的工作日志，尋找相關信息和要求 ·?Manage all incoming guest mail, messages, telexes, facsimiles and special deliveries, in accordance with policy ·?按照相關政策，對發給客人的信件、留言、電傳、傳真和特快專遞進行管理 ·?Manage outgoing guest mail, courier services, postage of parcels and freighting as directed by guests ·?按照客人的要求，對客人寄出的郵件、通過信使服務寄送的信件、包裹的郵資和貨運進行管理 ·?Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed ·?遵守鑰匙管理政策，保證客人的鑰匙及其它存放在前廳部的的鑰匙的安全與有序管理 ·?Receive telephone calls and take messages for guests who are out, in accordance with hotel policy ·?依照酒店政策，替外出的客人接聽電話和留言 ·?Record incoming registered mail, telegram, parcel, telex in appropriate file ·?在相應的檔案上對寄給客人的掛號信、電報、包裹和電傳進行記錄 ·?Night staff check mail, message of expected guests against the system/computer and expected arrivals ·?夜崗人員按照電腦系統和預抵房記錄對預抵客人的郵件和留言進行查收 ·?Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures ·?在考慮入住情況預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為行李服務部員工準備高效的工作計劃，安排節日和假日 ·?Works with Superior on manpower planning and management needs ·?與上級領導一起進行人力規劃和管理需求。

·?Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure ·?客人在入住期間，以個人化的重視和溫馨的服務來最大化客人的滿意度 ·?Ensure?IHG Rewards?Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service ·?督促和保證所有優悅會會員享受相關的福利，回頭客和貴賓享受特別的待遇和服務 ·?Inspects all VIP rooms prior to arrival ·?檢查貴賓的房間 ·?Liaise with other departments and necessary outside contracts to ensure excellent service delivery ·?和其它部門緊密配合提供優質服務 ·?Input guest data into Opera history system ·?錄入客人數據到相關系統 ·?Assist to promote Inter-Hotel sales and in-house facilities ·?協助推廣酒店銷售和設施 ·?Handle guest complaints and refer them as necessary, follows up on corrective action ·?處理客人的投訴，做出相應的行動 ·?Assist in review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests ·?根據當日預定報表提前檢查貴賓的房間分配，歡迎物品和滿足特別的要求 ·?Services offered for the VIP guests?with the aim to maximum guest satisfaction ·?提供貴賓客人的優質服務以提高滿意度 ·?Ensure the personnel maintain the appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary ·?確保管理員工的行為表現和有效工作,如有必要主動作出相應的行動計劃 ·?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 ·?準備員工的有效工作安排計劃，合理安排假期，預測未來生意從而作出相應的行動計劃，特別是一些大型的團隊 ·?Conduct department training ·?舉行部門培訓 ·?Check weekly on report for long staying guests, establish and maintain contact with the guests. ?Entertain them occasionally ·?每周檢查長住客人的報表,和客人保持緊密聯系,適當的時候邀請他們參加各種活動 ·?Monitor files on Hotels facilities, airline schedules, transportation schedules / routes and course, map and other relevant tourist information ·?負責酒店設施，航空信息，交通信息，線路，地圖，相關旅游信息的存檔 ·?Be conversant with all hotels’ activities by reading event order, Public Relation materials and also promotion of competitor advertisement in the media for details on special promotion ·?熟悉酒店的各種宴會，外界信息同時了解競爭對手的一些宣傳和推廣 ·?Ensure Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs ·?熟悉所有推廣的程序，比如，季度推廣，航空會員計劃，國際酒店集團的忠誠計劃 ·?Issue the gifts to Children to make sure guests’?satisfaction ·?向兒童贈送禮品，并確保客人的滿意度 ·?Compliance to the IHG standards and policies and ensure delivery by the GRO ·?確保賓客服務遵從酒店的標準和政策 ·?Performs other tasks assigned by the manager ·?完成其他分配的工作

崗位職責/職位描述 Responsibility 1.在部門經理的指導下，執行和履行酒店相關政策和程序，監管和負責服務及預訂中心的運作，確保最大化的滿足客人的需求。 Under the general direction of? Manager and within the limits of hotel and local policies and procedures, oversees and directs all aspects of Telecommunication and Reservation services to achieve the highest possible guest satisfaction. 2.管理,監督和協調總機及預定的運作。 Directs, supervises and coordinates the activities in Telecommunication department and Reservation. 3.執行和處理所有進出的電話,傳真,相關設備的程序和其他相關服務。 Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services. 4.負責接聽及處理客人的預定。 Responsible for answering and processing guests' reservations. 崗位要求 Position Requirements 1.專科以上文化程度，英語熟練。 College degree or above, good command of English. 2.通曉酒店各項對客政策、設施設備及服務種類以及總機和預定部工作程序和規范。 Familiar with the hotel's guest policies, facilities and services, as well as Call Centre and reservation procedures and specifications.

崗位職責： 1.掌握當天到店及離店的重要賓客，回頭賓客。 2.在賓客到店之前準備好登記表、鑰匙卡等以確保入住手續方便、快捷。 3.與住店賓客保持良好溝通以了解賓客之喜惡（喜好），協助賓客解決疑難事宜。 4.做好每日對住店賓客的電話拜訪工作，搜集賓客意見并及時采取跟進措施與向上級反映。 崗位要求： 1.有華住酒店集團前臺工作經驗2年以上優先 2.具有良好的服務意識，團隊協作精神以及良好的溝通、協調和應變能力。 3.注重細節，工作有責任心，敢于承擔責任，執行力較強。 4.有上進心和良好的學習能力和抗壓能力。

崗位職責 1.健全各種問訊資料。 2.掌握客房預訂情況，向部門經理報告重要團體和客人的訂房情況，檢查VIP通知單的發送情況，負責VIP接待工作的落實。 3.處理總臺工作中的差錯，處理賓客有關投訴。 4.負責總臺財產、設備的使用管理和保養工作，及各類資料的收集、存檔及管理工作。 5.檢查每日的報表是否有誤，并及時糾正。 6.建立體質良好的賓客關系，努力增加客房銷售。 任職資格 1.專科以上學歷，有同崗位工作經驗2年以上。 2.有良好的團隊領導精神及執行力。工作認真負責，作風正派。 3.熟練掌握前廳部工作的各個環節和程序。 4.身體健康，品貌端正，氣質高雅。 5.掌握酒店管理基礎知識，善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

崗位職責 1.協助酒店管理層負責及整個酒店的運作收集對客服務過程中所產生的問題信息。 2.大堂副理在前廳部經理的直接領導下，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工作。 5.進行整個酒店的安全和日常的設備檢查工作。 6.解決當班期間發生的安全問題。 7.向其它班次協調交班記錄上需要溝通的事項。 崗位要求 1.大專以上學歷，有同崗位工作經驗2年以上。 2.能用流利的英語從事前廳服務形象氣質佳，精通電腦操作，具備較強的英文聽說讀寫能力。 3.儀表端莊，熱愛酒店工作，鉆研業務，反應敏捷，善于交際具有較好的管理和協調能力，能夠很好的發揮其管理、領導和監督的作用。 4.注重細節，工作有責任心，敢于承擔責任，執行力較強。 5.有上進心和良好的學習能力和抗壓能力。

【崗位職責】 1、為賓客提供專業，友好，高效，熱情的電話叫早服務。 2、負責接受客人預訂工作。 3、負責及時準確的將賓客的留言輸入系統中。 4、確保所有賓客的詢問和要求，都得到專業的幫助和熱情友好的態度。 5、確保所有電話的轉接是按專業標準，并且有禮貌。 6、熟知酒店所能提供給賓客和來訪者的服務和設施。 7、了解酒店的餐廳及營業時間和經營范圍。 【崗位要求】 1、中專及以上學歷。 2、說話口齒清楚，音質優美，反應敏捷。

【崗位職責】 1、直接負責禮賓部的工作。 2、對酒店的賓客提供禮貌專業的服務；協助重要賓客的入住和離店。 3、管理行李房，確保所有的行李有行李標簽并且安全存放在合適的位置。 4、負責所有的特殊事情和酒店服務的有關信息的公告。 5、確保工作區域內的所有設備處于良好工作狀態。 6、參與員工的培訓工作。負責員工的日常培訓，制定培訓計劃。 7、賓客有要求時，為預計離店的賓客安排出租車、機場班車的服務。 【崗位要求】 1、高中以上學歷，有同崗位工作經驗3年以上 2、身體健康，品貌端正，形象氣質佳。 3、優秀的組織管理能力。 4、優秀的交際能和溝通技巧。 5、善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

崗位職責 1.協助酒店高級管理層負責及整個飯店的運作收集對客服務過程中所產生的問題信息。 2.賓客服務經理在前廳部經理的直接領導下，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工作。 5.進行整個酒店的安全和日常的設備檢查工作。 6.解決當班期間發生的安全問題。 7.向其它班次協調交班記錄上需要溝通的事項。 崗位要求 1.大專以上學歷，有同崗位工作經驗3年以上。 2.能用流利的英語從事前廳服務工作，形象氣質佳，精通電腦操作，具備較強的英文聽說讀寫能力。 3.儀表端莊，熱愛酒店工作，鉆研業務，反應敏捷，善于交際具有較好的管理和協調能力，能夠很好的發揮其管理、領導和監督的作用。 4.注重細節，工作有責任心，敢于承擔責任，執行力較強。 5.有上進心和良好的學習能力和抗壓能力。

【崗位職責】 全面負責行政樓層工作，督導行政管家為客人提供入住、就餐、商務、離店等全程服務。 1、全面管理行政樓層的服務工作，做好行政管家培訓和考核工作。 2、檢查行政管家的儀容儀表、禮節禮貌，嚴格考勤，嚴格執行服務程序與規范。 3、掌握貴賓樓層的房態，賓客的情況和必要的信息。 4、迎接并送行每一位VIP客人，拜訪行政樓層客人，反饋客人意見與建議。 5、與相關部聯系并協調工作，確保服務的快捷與效率。 6、及時閱讀并處理客人與行政樓層之間的信函；發現問題及時向經理報告，及時得到妥善處理。 7、保證行政客房的清潔水平。 8、督導行政管家做好客史檔案工作。 9、了解飯店業行政接待情況，不斷完善服務品質與項目。 10、了解員工動態，調動員工積極性。 11、閱讀并填寫交接班日記。 12、定期總結工作，分析各種數據并上報。 13、完成上級交辦的其它工作。 崗位要求 1.教育：具有大專畢業學歷或同等以上文化程度。 2.經驗：有三年以上五星級客房管理工作經驗或兩年以上五星級行政樓層工作經驗，熟悉客房服務流程、標準，會使用Opera系統。 3.技能：持有飯店英語高級證書或四級以上英語水平，善于與客溝通，有較強的協調組織能力，可合理的為解決客人問題。 4.自然條件：身體健康，相貌端莊，舉止大方；25--35周歲；1.6米以上。

【崗位職責】 1、協助酒店高級管理層負責及整個飯店的運作收集對客服務過程中所產生的問題信息。 2、大堂副理在前廳部經理的直接領導下，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工作。 5、進行整個酒店的安全和日常的設備檢查工作。 6、解決當班期間發生的安全問題。 7、向其它班次協調交班記錄上需要溝通的事項。 【崗位要求】 1、 能用流利的英語從事前廳服務形象氣質佳，精通電腦操作，具備較強的英文聽說讀寫能力。 2、儀表端莊，熱愛酒店工作，鉆研業務，反應敏捷，善于交際具有較好的管理和協調能力，能夠很好的發揮其管理、領導和監督的作用。 3、注重細節，工作有責任心，敢于承擔責任，執行力較強。 4、有上進心和良好的學習能力和抗壓能力。

【崗位職責】 1、嚴格執行前廳的各項經營計劃、經營指標以及規章制度，協助前廳經理開展工作； 2、熟悉預訂資料，了解客情，尤其要記住即將來店的貴賓、?？偷男彰?，了解酒店的所有活動； 3、熟悉總臺各項專業業務和技能，處理工作中的差錯，處理賓客有關投訴； 4、負責總臺財產、設備的使用管理和保養工作，及各類資料的收集、存檔及管理工作; 5、負責核查所有報表，配合銷售部做好團體預訂的受理工作； 6、熟悉酒店有關客房銷售的各項政策，向來店賓客推銷客房，努力爭取最好的經濟效益。 ? 【崗位要求】 1、大專及以上學歷，三年以上同崗位工作經驗,良好的英語能力； 2、熟練掌握前廳部工作的各個環節和程序； 3、身體健康，品貌端正，氣質高雅； 4、掌握酒店管理基礎知識，善于同賓客交往、溝通，處理周到、果斷，能獨立處理各種投訴。

·????????Reports directly to and communicates with theFront Office Manager on all pertinent matters affecting guest service and hoteloperations. ·????????Provides functional assistance and directionto all departments ·????????Cooperates, coordinates and communicates withother hotel departments as required. ·????????Reacts to situations to ensure guests receiveprompt attention and personal recognition throughout the hotel ·????????Ensure that on-going pertinent/relevantlogbook communication to other shift is maintained and brief incoming GuestService Manager on items to be followed up ·????????Maintain daily an accurate record in theGuest Service Manager’s logbook of items and incidents which may be of concernto management and/or which may require further attention ·????????Responds to guest needs and resolves relatedproblems ·????????Supervises and directs Reception personnel ·????????Supports and assists Front Office personnel and all departments at peak periods ·????????Ensures VIPs and priority club guests receivespecial attention ·????????Assist as required/requested with the solvingof any guest complaints/upsets and make record on logbook accordingly. Ensureall issues relating to guest satisfaction are met and that follow up iscompleted on a timely basis. Effectively handle and resolve guests complaintsand seek help if needed ·????????Inspects front of house and back of houseregularly for cleanliness ·????????Assists Guest Relations in greeting, rooming,and sending off VIP guests ·????????Ensure constantly aware of and up to datewith all happenings and operations within the hotel and ensure to have anobvious presence throughout the hotel public area whilst on duty ·????????Responsible for ensuring clear and constant communicationlines are kept with all staffs and other departments ·????????Monitors appropriate standards of conduct,uniform, hygiene, and appearance of staff. ·????????Provides input for Front Office meetings. ·????????Ensure to be completely aware of all hotelservices and facilities, outlet operating hours and scope of services. Promotesinter-hotel sales and in-house facilities. ·????????Have a complete knowledge of standardoperating procedures and performance standard by task of GuestService/Reception or CPC Floor/Telephone & Business CentreService/Concierge ·????????Checks billing instructions and monitorsguest credit ·????????Analyses and approves discounts and rebates. ·????????Analyses the rate variance report to ensurerooms revenue control ·????????Takes action with the Property ManagementSystems (PMS) in emergency situation. ·????????Fully conversant with all hotel emergency procedures. ·????????Ensures front line staff comply with FITMarketing techniques and maximize sales.

·?????????Monitor club floor personnel to ensure maximum guest satisfaction throughpersonal recognition and prompt cordial attention from arrival throughdeparture ·?????????Monitor club floor personnel toensure Priority Club members, guests stayingon Club Floorconsistently receive all benefits, repeat guests and other VIP’s receivespecial recognition and service ·?????????Inspects all VIP rooms prior to arrival ·?????????Greet VIP guests personally ·?????????Ensuring exclusivecheck in and check out services are offering in-room and/or Club Lounge ·?????????Ensuring?foodand?beverage service in the club lounge is exceptional. ·?????????Providingbusiness centre style services and meeting rooms to Club Floor guests ·?????????Liaise with other departments and necessaryoutside contracts to ensure excellent service delivery ·?????????Oversee maintenance of efficient repeat guesthistory system ·?????????Promote Inter-Hotel sales and in-housefacilities ·?????????Perform such functions as to include but notbe limited to: o? PriorityClub and regular guest welcome letters o? Solicitationof Priority Club applications o? Attendingto special requests by guests ·?????????Develop and implement guest telephone contactsystems ·?????????Handle guest complaints and refer them asnecessary, follows up on corrective action ·?????????Compile, analyzeand control club floor’ costs ·?????????Schedule and attend regular Priority Club andVIP guest cocktail parties and social engagements in an effort to furtherimprove on service delivery ·?????????Review arrival lists for all club floor arrivals and VIPs to check room allocations,amenities, and special requests ·?????????Prepare requisitions for amenities on atimely basis ·?????????Overall responsible for ensuring andmaintaining the entire range of services offered for the Club Floor and ClubLounge with the aim to maximum guest satisfaction ·?????????Appraise appearance, discipline andefficiency of all staff under direct supervision and initiate immediateremedial action if necessary ·?????????Organize and conduct regular meeting for allGuest Service’s staff to facilitate communicationsand smooth operations ·?????????Prepare efficient work schedule for GuestRelations Staff, arranging holidays and vacation, taking into considerationproject occupancy and forecasts and any large group movements, especially thosewith early or late arrivals or departures ·?????????Ensureproperly inventory control of beverage, tableware and linen in Club Floor andco-ordinate with Finance on monthly inventory inspection ·?????????Ensure all ClubFloor reports are completed on timely basis and submitted to Front OfficeManager for reference Ensure all damage of tableware, glassware inClub Floor are recorded and follow up with hotel procedures.

·???????Conducts shift briefings to ensure hotelactivities and operational requirements are known ·???????Supervise Front Desk operations during assignedshift including: o???Maintenance of guest information o???Maintenance of information about local events o???Compile occupancy statistics o???Supervise the use of he public address system o???Supervise group bookings o???Assisting with serious complaints ·???????Supervise cashiering activities during shiftincluding: o???Cash handling and banking procedure o???Dealing with irregular payments o???Instructing staff in credit policies andfacilities o???Instructing staff in cash security procedures o???Carry out debtor control o???Prepare reports o???Supervise the cashiering system ·???????Greets all guests atall times in a friendly and helpful manner and attempts to learn and useguest’s name at every opportunity? ·???????Registers and roomsall arrivals according to established procedures ·???????Maintains intimateknowledge of departmental standards and procedures and ensuring itsimplementation ·???????Ensuring all data ofcheck in, check out and room change are entered completely into the hotelsystems in accordance with reservation ·???????Conduct cashierfloat inspection and ensures accurate daily report of all money received ·???????Cashes hotel guest’spersonal and travelers checks and assists with currency exchange and ensure theaccuracy of these activities ·???????Responsible andattends to guest’s request of using the service of safety box at all times andmaintain the accurate record ·???????Knowledgeable ofall special promotion procedures, for programs such as; Seasonal Packages and IntercontinentalHotels Group Loyalty programs. ·???????Attends to guest’scomplaints, inquiries and requests, referees problems to Guest Service Manager/ReceptionManager if he/she unable to assist ·???????Is familiar withother Intercontinental Hotels and Resorts so that guest indicating any nextdestination on the registration card can be “sold” an onward booking to anotherInterContinental Hotels ·???????Does everythingpossible to ensure that the guests depart the hotel with a positive impressionof hotel service ·???????Performs the auditbalances and prepares all works for audit in an orderly fashion ·???????Maintainscomprehensive knowledge of standard reservation procedures including correctforms to use, how to read telex, e-mail, messages, and how to interpretavailability sources within the reservation systems ·???????Maintains exemplarydeportment standards of behavior and appearance and attitude as expected in aICHG Brand ·???????Takes personalinterest and pride to ensure that the front desk work area is kept clean and inan orderly state al all times ·???????Endeavors tomaintain the high standards of the hotel with particular regard to theimportance of ICHG Loyalty Program member and other VIP’s and with reference tohotel and to be a health or safety hazard ·???????Establishes andmaintains effective employee relations ·???????Performs relatedduties and special projects as assigned

1. 負責酒店前廳部的接待和管理工作，熟知前廳服務設施的功能，處于完好狀態。 2. 行有關的市場計劃分析制定部門工作計劃，完成工作報告。 3. 使客房達到最高出租率，獲取最佳的客房收入。 4. 明確崗位責任，隨時調整工作部署。 5. 保持良好的人際關系，能獨立有效地處理賓客機會。 6. 協助前廳部經理與酒店管理團隊處理突發事件。 海外留學或就業背景優先。