PRINCIPAL RESPONSIBILITIES 主要職責
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1.???? General/Technical Knowledge
綜合技術知識
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·?????????? To have complete knowledge of The Langham Shanghai Xintiandi standards operating policies and procedures.
具有全面的上海新天地朗廷酒店標準的運做政策及程序方面的知識。
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·?????????? To have knowledge of The Langham Shanghai Xintiandi Quality Standards, Service Standards and Group Specifications.
具有上海新天地朗廷酒店質量標準、服務標準及集團規范之運做知識。
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2.???? Customer Loyalty
賓客忠實感
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·?????????? Makes Guest delighted and retention is the primary focus of all job function.
令賓客得到喜出望外的服務并成為我們的忠實顧客是我們的主要職責。
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·?????????? Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures.
確保以專業并符合酒店政策、程序的方式與賓客進行良性的互動、交流。
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·?????????? Leads the team’ colleague in the efforts to ensure guest was delighted.
協同所屬班組的同仁，努力為客人呈現喜出望外的服務。
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·?????????? Offers all possible assistance to guests at all times.
隨時隨地，盡可能多地幫助客人。
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·?????????? Maintains and enforces all quality and service standards and procedures for Housekeeping Services.
全面貫徹執行客房部工作質量、服務標準及政策程序。
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·?????????? Supervises Housekeeping and Front Office operation and workflow to maximize guests delighted, including internal customers.
督導前廳、客房運做，確保最大程度地令顧客滿意，包括內部同事。
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·?????????? Listens to and records any guest problems or complaints.
傾聽并記錄客人的問題和投訴。
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·?????????? Ensures that all guest complaints are handled efficiently and politely.
確保及時有效而得體地處理賓客投訴。
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·?????????? Reports the guest require if it access the Authorization from Hotel management.
如事件的處理超出個人權限，應及時上報管理層。
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·?????????? Call back to guest when it was fixed.
事件解決后，必須回復客人。
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·?????????? Analyzes cause for complaint and take action to minimize any reoccurrence
分析投訴原因，采取行動避免復發。
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·?????????? Update guest history remarks (Opera system) for any guest complain or comments, to make sure delighted service presentation upon next arrival.
將客人的投訴、意見記錄在其個人檔案內（Opera系統），以便其日后再次入住時，得到優質的服務。
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·?????????? Does more at every guest contact point.
與客人接觸中，盡可能地多幫助客人。
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·?????????? “Never says no” to guest requests.
對于客人的要求“絕不說不”。
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3.???? Operational Processes
操作程序
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·?????????? Checks house status.
檢查酒店的客房的狀態。
·?????????? Blocks vacant clean rooms for day’s arrivals.
為當日預計抵達的有預訂的客人準備好干凈的空房間。
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·?????????? Review next day’s arrivals and blocks rooms for any special requests, early arrivals, Voyager member (e.g. VIPs) and groups.
預覽次日預計的賓客預訂，適當地提前為有特殊客房要求、早到的客人、Voyager會員（如：貴賓）及團隊排房。
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·?????????? Fully responsible to take the role and job of Front Desk Manager if Front Desk Manager is not around。
當前臺經理不在時， 資深前臺接待要全面負責前臺經理的角色和工作職責。
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·?????????? Provide a positive and efficient arrival / departure experience to our guests.
給客人提供快捷有效地到達和離店感受。
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·?????????? Coordinate with all concerned departments on the correctness of Data Management.
和相關部門協調關于數據管理的正確性。
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·?????????? Support Guest Relations / Front Desk colleagues to focus on providing customer services.
支持客戶關系和前臺同事，讓他們專注對客服務。
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·?????????? Handle all internal follow-up works, Emails & incoming calls to ensure there is no unnecessary disturbance to Guest Relations / Front Desk colleagues.
處理所有內部跟進適宜、郵件和來電，確保不必要的打擾干預客戶關系和前臺同事的對客服務。
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·?????????? Check and prepare for VIPs arrival and departure.
檢查和準備重要客人的抵達和離店。
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·?????????? Maintain accuracy Guest Profile Databases and follow up on daily tasks.
維護客史數據的正確性和每日跟進適宜。
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·?????????? Groups arrival / departure preparation and handling.(Task of MICE Specialist)
團隊到達和離店的準備工作和處理。（團體會議協調員的工作）
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·?????????? Prepare for future arrivals and departures proactively.
積極地準備預計客人的抵達和離店適宜。
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·?????????? Ensures that “Down time Reports” are printed and “Traces” are followed up accordingly.
確?！跋到y癱瘓報表”及“跟蹤報表”的及時打印與有效落實。
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·?????????? Go back and operation on Managers’ instruction.
在必要時聽從經理安排回到運營中支援。
4.???? Leadership
領導能力
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·?????????? Communicates standards to staff..
向員工傳達酒店標準。
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·?????????? Conducts daily inspections of grooming and appearance.
每日督導員工的儀容儀表及工作表現。
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·?????????? Maintains proper conduct standards.
保證操作標準。
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·?????????? Conducts individual counselling when required.
需要時進行個別指導。
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·?????????? Ensure work assignments are completed.
確保完成所分配的工作。
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·?????????? Reviews work procedures.
審核工作程序。
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·?????????? Recommends improvements in attendants work Procedures.
對員工的工作程序予以提示，以便于不斷提高工作質量及效率。
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·?????????? Reviews and makes recommendations of staff on probation.
對試用期內的員工提供參考意見。
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·?????????? Assists with and conducts annual performance appraisals.
協助員工的年度評估。
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5.???? Productivity & Staff Allocation
創造力和員工分配
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·?????????? Prepares daily work assignments and responsibilities.
準備每日工作的安排及相關職責。
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·?????????? Ensures productivity standards are met and maintained.
確保所完成的任務符合標準。
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·?????????? Supervises Front Office operation and workflow to maximize guests’ satisfaction.
督導前臺運做及工作安排，以確保最大程度地為客人提供喜出望外的服務。
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·?????????? Ensures work procedures are adhered to in order to maximize efficiency.
嚴格按照程序進行操作以確保最佳工作效率。
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6.???? Communication
溝通
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·?????????? Conveys important information on hotel and department to staff.
向員工傳達酒店及其部門重要的信息。
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·?????????? Daily advises staff on functions, meetings and special promotions in the outlets.
每日向員工傳達給酒店宴會、會議及酒店營業點特別促銷推廣等活動信息。
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·?????????? Encourages feedback and suggestions from all staff.
鼓勵員工積極反饋和合理化建議。
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·?????????? Communicates staff feedback, suggestions and Concerned.
就員工的反饋、建議和所關注的問題進行交流。
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·?????????? Highlights problems, challenges and Achievements.
強調存在的問題、挑戰及所取得的成果。
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·?????????? Provides input about operational matters.
提供運作投入。
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·?????????? Reports any loss or damage of furniture, fixtures or equipment.
就設施設備、固定資產的遺失及損壞予以匯報會。
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7.???? Training Function
培訓
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·?????????? Prepares for and conducts new employee orientation.
進行新員工入職培訓。
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·?????????? Conducts skills training.
進行員工技巧培訓。
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·?????????? Continually coaches and provides training assistance to staff.
堅持不懈地為員工提供培訓及指導。
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·?????????? Conserves water and energy by adhering to environmental / energy conservation.
遵守環境能量保護條例以節約用水，能量。
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·?????????? Observes staff performances, notes areas that require improvement, and recommends training.
觀察員工工作表現，記錄所需要改進的方面，并就培訓予以建議。
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8.???? Health, Safety & Hygiene
健康，安全和衛生
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·?????????? Ensure that all established hygiene procedures and rules are strictly adhered to.
確保嚴格按照既定的衛生程序、規則進行操作。
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·?????????? Conducts regular checks on status of equipment and machinery.
定時檢查機器設備的工作情況。
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·?????????? Reports and writes work orders when needed.
需要時，記錄、開立工作單。
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·?????????? Observes and coaches staff on safe working habit.
觀察并教育員工養成安全的工作習慣。
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9.???? Adheres to Hotel Vision, Mission & Values
堅持酒店的前景，使命和價值
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·?????????? Knows, understands and is committed to The Langham Shanghai Xintiandi Vision, Mission and Values.
了解、掌握并承諾履行朗廷酒店的前景目標，使命和價值觀。
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·?????????? Is guided by the Vision, Mission and Values in all contact with guest and other staff.
在與客人、同事的接觸中,以前景、使命和價值觀為指導原則。
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10.? Other duties & Responsibilities
其它職責??
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·?????????? Performs any other duties or tasks as assigned by Department management.
完成管理層所分配的其它工作。
·?????????? Performs all duties in a manner that is environmentally responsible.
領導員工重視環保責任。
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·?????????? Reduces waste of supplies and paper and other materials.
減少浪費客用品，紙張和其他原料。
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·?????????? Conserves water and electricity.
節約水電。
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·?????????? Recycles glass, cans and paper when possible.
允許時，要循環利用玻璃杯，易拉罐和紙張。
