Job Summary崗位概述：MINGYUEHU HOTEL明月湖酒店
As the Front Office Duty
Manager, you will be responsible for overseeing the smooth operations of the
front office department. Your main objective is to provide exceptional guest
service and ensure guest satisfaction throughout their stay. You will manage
a team of front office staff, ensuring efficient check-in and check-out
processes, accurate billing, and prompt resolution of guest inquiries and
concerns.
作為前廳值班經理，您將負責監督前廳部的順利運作。您的主要目標是提供卓越的賓客服務，確保賓客在整個入住期間感到滿意。您將管理一支前廳部員工團隊，確保高效的入住和退房流程、準確的賬單以及及時解決客人的詢問和問題。
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Major Duties & Responsibilities職責義務
1.???????
Guest Services Management客戶服務管理
a)???? Ensure a warm and professional welcome for all
guests, providing personalized services and anticipating their needs.
確保對所有客人提供熱情和專業的歡迎，提供個性化的服務并預測他們的需求。
b)???? Handle guest registrations, check-ins, and
check-outs efficiently, ensuring accuracy of information and compliance with
hotel policies.
高效處理客人的登記、入住和退房手續，確保信息準確并符合酒店政策。
c)???? Address guest concerns, complaints, and
special requests promptly and effectively, ensuring guest satisfaction at all
times.
及時有效地解決客人關注、投訴和特殊要求，始終確保客人滿意度。
d)???? Coordinate with other departments to ensure
seamless guest experiences, including coordinating room assignments,
transportation, and concierge services.
與其他部門協調合作，確保客人體驗無縫銜接，包括協調房間分配、交通運輸和禮賓服務。
2.???????
Team Supervision?? 團隊管理
a)???? Lead and motivate the front office team,
setting performance goals and providing ongoing training and development
opportunities.
領導和激勵前臺團隊，設定績效目標，并提供持續的培訓和發展機會。
b)???? Schedule and assign duties to front desk
agents, butler staffs, and bell attendants, ensuring optimal coverage and
efficiency.
安排和分派前臺接待員、侍者和行李員的職責，確保最佳覆蓋率和效率。
c)???? Conduct regular performance evaluations and
provide constructive feedback to enhance staff performance and deliver
high-quality service.
定期進行績效評估，并給予建設性反饋，以提高員工績效和提供高質量的服務。
d)???? Foster a positive work environment,
encouraging teamwork, collaboration, and a strong guest-centric approach.
營造積極的工作環境，鼓勵團隊合作、協作和以客為中心的精神。
3.???????
Front Office Operations? ?前臺運營
a)???? Maintain an organized and efficient front desk
area, ensuring that all necessary supplies and equipment are available as
needed.
保持前臺區域井然有序和高效，確保所需的所有物品和設備隨時可用。
b)???? Oversee the reservation process, monitoring room
availability and rates to maximize occupancy and revenue.
監控房間可用性和價格，管理預訂過程，以最大化入住率和收入。
c)???? Manage the billing and invoicing process,
ensuring accuracy and timely settlement of accounts.
管理賬單和發票流程，確保準確和及時結算賬戶。
d)???? Stay updated with industry trends and
implement best practices to enhance front office operations and guest
satisfaction.
及時了解行業動態，并實施最佳實踐，以提升前臺運營和客人滿意度。
e)???? Utilize the hotel's property management system
effectively, ensuring accurate record-keeping and efficient workflows.
有效利用酒店的物業管理系統，確保記錄準確、工作流程高效。
4.???????
Quality Assurance? 質量保證
a)???? Uphold the hotel's standards of service
excellence and ensure adherence to all front office policies and procedures.
堅持酒店的優質服務標準，確保遵守所有前臺政策和程序。
b)???? Conduct regular inspections of guest rooms and
public areas to maintain cleanliness, ambiance, and compliance with safety
standards.
定期檢查客房和公共區域，保持清潔、環境舒適，并符合安全標準。
c)???? Respond to guest feedback and reviews, taking
appropriate action to address any issues and improve service quality.
回應客人的反饋和評論，采取適當措施解決問題并提高服務質量。
5.???????
Night Shift Management? 夜班管理
a)???? Effectively manage and coordinate all operations
during night shifts as per the assigned roster. Ensure smooth functioning of
the facility, addressing any issues or emergencies that may arise promptly
and efficiently.
按照指定的輪班表，有效地管理和協調夜班期間的所有操作。確保設施的順利運營，并及時高效地應對任何可能出現的問題或緊急情況。
6.???????
Report to the management向管理層報告
Prepare reports on key
operational metrics, incidents, and guest satisfaction, providing
recommendations to senior management.
準備關鍵的運營指標、事件和客人滿意度報告，并向高級管理層提供建議。
7.???????
Focus on the inventory management and ongoing maintenance of hotel
operating equipment and other assets.
關注酒店運營設備和其他資產的庫存管理和持續維護。
