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【崗位職責(zé)】 1、負(fù)責(zé)酒店前廳接待工作提供問(wèn)詢服務(wù)； 2、準(zhǔn)確處理客房預(yù)訂信息，及時(shí)更新房態(tài)并協(xié)調(diào)相關(guān)部門確保客房分配合理； 4、主動(dòng)識(shí)別客人需求，提供個(gè)性化服務(wù)，妥善處理客人投訴及突發(fā)事件； 5、維護(hù)前廳區(qū)域整潔有序，協(xié)助行李寄存等服務(wù)； 6、完成交接班記錄及每日?qǐng)?bào)表，配合財(cái)務(wù)對(duì)賬及數(shù)據(jù)統(tǒng)計(jì)工作； 7、遵守酒店服務(wù)標(biāo)準(zhǔn)與流程，參與部門培訓(xùn)及服務(wù)質(zhì)量提升計(jì)劃。 【崗位要求】 1、形象端正，普通話流利，具備基礎(chǔ)英語(yǔ)溝通能力優(yōu)先； 2、服務(wù)意識(shí)強(qiáng)，耐心細(xì)致，能適應(yīng)倒班工作制； 3、具備團(tuán)隊(duì)協(xié)作精神及應(yīng)急處理能力，抗壓性良好； 4、能熟練使用辦公軟件，有酒店管理系統(tǒng)操作經(jīng)驗(yàn)者優(yōu)先； 5、無(wú)經(jīng)驗(yàn)者可培訓(xùn)上崗，有酒店前廳或服務(wù)行業(yè)經(jīng)驗(yàn)者優(yōu)先。

崗位職責(zé) 1、查看交班記錄，了解上一班的移交事項(xiàng)，并負(fù)責(zé)處理； 2、熟悉預(yù)訂資料，了解客情，尤其要記住即將來(lái)電的貴賓、?？偷男彰私饩频甑乃谢顒?dòng)； 3、熟悉酒店有關(guān)客房銷售的各項(xiàng)政策，向來(lái)店賓客推銷客房，努力爭(zhēng)取最好的經(jīng)濟(jì)效益； 4、熟練總臺(tái)各項(xiàng)專業(yè)業(yè)務(wù)和技能，搞好對(duì)客服務(wù)； 5、熟練掌握店內(nèi)信息，提供準(zhǔn)確的問(wèn)訊服務(wù)； 6、負(fù)責(zé)為下榻酒店的賓客辦理入住登記手續(xù)； 7、負(fù)責(zé)客房鑰匙的管理和發(fā)放工作并嚴(yán)格遵守驗(yàn)證制度； 8、制作有關(guān)報(bào)表，為其它部門提供準(zhǔn)確的接待信息。 崗位要求 1、大專以上文化程度； 2、性格開(kāi)朗、頭腦靈活、工作踏實(shí)，具有較強(qiáng)的服務(wù)意識(shí)、推銷意識(shí)和責(zé)任感； 3、通曉酒店各項(xiàng)對(duì)客政策、設(shè)施設(shè)備及服務(wù)種類以及總臺(tái)工作程度和規(guī)范。 聯(lián)系人：王先生（18191201207）

主要職責(zé) Main Duties     行政 Administration   §  定期更新餐廳、酒店設(shè)施、緊急電話號(hào)碼、名勝古跡和其他的信息。 Updates all information on restaurants, hotel facilities, emergency telephone numbers, places of interests and other miscellaneous information periodically.     賓客服務(wù) Customer Service   §  確保遵循品牌承諾并始終提供優(yōu)異的對(duì)客服務(wù)。 Delivers the brand promise and provide exceptional guest service at all times. §  適時(shí)的為其他部門員工提供同樣優(yōu)質(zhì)的服務(wù)。 Provides excellent service to internal customers as appropriate. §  熟悉掌握酒店的產(chǎn)品知識(shí)、服務(wù)及酒店政策。 Be familiar with the hotel’s products and services and policies. §  禮貌并有效地處理客人和員工的投訴或詢問(wèn)，并將客人投訴立即匯報(bào)至禮賓部副理。 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, Feedback guests’ complaints to Assistant Manager Concierge immediately. §  與客人和同事保持基于良好工作關(guān)系的接觸。 Maintains positive guest and colleague interactions with good working relationships. §  確?？腿诵畔⒌臍v史記錄得到精確的維護(hù)。 Ensures that guest history records are accurately maintained.     財(cái)務(wù) Financial     §  確保留存所有與酒店、公司和地方規(guī)定、政策和法規(guī)相關(guān)的財(cái)務(wù)記錄；遵循財(cái)務(wù)記賬、資金處理的規(guī)定；及時(shí)準(zhǔn)確的匯報(bào)財(cái)務(wù)信息。 Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.     營(yíng)運(yùn) Operational   §  確保服務(wù)符合品牌標(biāo)準(zhǔn)的基本要求，適時(shí)提供更多可供選擇的品牌服務(wù)。 Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. §  負(fù)責(zé)整理顧客意見(jiàn)調(diào)查結(jié)果，確保所有改進(jìn)措施的貫徹執(zhí)行。 Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented. §  確保全部的顧客留言、信件、傳真和包裹正確迅速地分類及分發(fā)。 Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly. §  確保所有顧客需求和要求得到及時(shí)關(guān)注并以正確的方式處理，按照客人要求提供取送服務(wù)。 Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner. Runs errand for guest as and when required. §  確保將所有客人意見(jiàn)轉(zhuǎn)達(dá)給禮賓副理，以便繼續(xù)跟進(jìn)。 Ensures guest comments are channelled to Assistant Manager Concierge for follow up. §  始終確保迅速、準(zhǔn)確和高效的電話和留言服務(wù)。 Ensures speedy, accurate and efficient telephone and message service at all times. §  確保店內(nèi)店外特殊會(huì)議和促銷活動(dòng)信息的準(zhǔn)確。 Ensures accurate information of special events and promotions inside and outside of the hotel. §  負(fù)責(zé)為客人提供打包服務(wù)。 Handles parcel wrapping for guests. §  以支持和靈活的態(tài)度與其他禮賓部同事密切合作，關(guān)注酒店的整體成功和客人的滿意度。 Works closely with other Concierge personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. §  擁護(hù)和支持“群策群力”的精神。 Supports and embraces the spirit of “We work through Teams”. §  確保熟知鎮(zhèn)江酒店、餐廳及旅游信息。 Ensures accurate knowledge of hotels, restaurants and the tourism in Zhenjiang.     人事 Personnel   §  支持并貫徹“以人為本”的理念， 體現(xiàn)并發(fā)揚(yáng)凱悅價(jià)值觀。 Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values.     其他 Other Duties   §  確保高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 Ensures high standards of personal presentation and grooming. §  始終展現(xiàn)負(fù)責(zé)的管理和行為，并以積極的形象代表酒店和凱悅酒店集團(tuán)。 Exercises responsible behaviour at all times and positively representing the hotel and Hyatt Hotels Cooperation. §  隨著行業(yè)、公司和酒店的變化，對(duì)禮賓部的職能作出相應(yīng)調(diào)整。 Responds to changes in the Concierge function as dictated by the industry, company and hotel. §  了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊(cè)中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。 Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety. §  按照要求參加培訓(xùn)和會(huì)議。 Attends training sessions and meetings as and when required. §  根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。 Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.    

營(yíng)運(yùn)管理 Operational   §  遇到客人的投訴或問(wèn)題，如果不能馬上找到解決辦法，則匯報(bào)給領(lǐng)班/副理。 Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found. §  確保客人得到快速、高效、準(zhǔn)確的入住登記和結(jié)帳離店服務(wù)。 Ensures that guests receive a speedy and efficient check in/ out. §  確保嚴(yán)格遵守酒店的收銀程序；所有備用金都要根據(jù)財(cái)務(wù)部設(shè)立的政策和程序合理使用。 Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance. §  確保提供給客人的帳單正確，并正確收款。 Ensures that the guests’ bill are presented and collected accordingly. §  保證具有營(yíng)銷員的態(tài)度，并抓住酒店內(nèi)的一切銷售機(jī)會(huì)。 Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel. §  根據(jù)部門運(yùn)營(yíng)手冊(cè)的標(biāo)準(zhǔn)處理所有抵、離店記錄。 Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual. §  遵守預(yù)先設(shè)立的可用房安排及房?jī)r(jià)控制。 Adheres to pre-set availability and rate controls. §  確保對(duì)酒店產(chǎn)品和當(dāng)?shù)厍闆r的高度了解。 Ensures a high level of product knowledge of hotel and local area. §  按照前廳部的程序維護(hù)并最新客人歷史記錄及市場(chǎng)數(shù)據(jù)庫(kù)。 Maintains and updates guest history and marketing database as laid down in Front office procedures. §  確保維持高水平的對(duì)客服務(wù)。 Ensures a high level of customer service is consistently maintained. §  確保前廳部與其它部門的高度配合。 Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel. §  確保將任何來(lái)自客人或其它部門的反饋及時(shí)并準(zhǔn)確地匯報(bào)給前廳部經(jīng)理及大堂副理。 Ensures the Front Office Manager or Duty Manager is kept fully aware of any relevant feedback from wither customers or other departments.     §  確保高度了解酒店產(chǎn)品知識(shí)，以便在機(jī)會(huì)出現(xiàn)時(shí)，宣傳/銷售客房、餐廳及其它設(shè)施/活動(dòng)。 To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises. §  主動(dòng)向潛在客人推銷金護(hù)照計(jì)劃。 Promotes Gold Passport programme to potential guests whenever possible. §  熟知各種航空公司獎(jiǎng)勵(lì)計(jì)劃。 To be knowledgeable with the various airline frequent flyer programmes. §  遵守酒店關(guān)于前廳部的所有制度。 Complies with all hotel policies relating to Front Office. §  遵守前廳部經(jīng)理制定的所有系統(tǒng)和程序。 Complies with all systems and procedures as laid down by the Front Office Manager. §  必要時(shí)協(xié)助預(yù)訂部的工作。 Assists with reservations whenever necessary. §  及時(shí)處理所有收到及發(fā)出的郵件、傳真、速遞物品及留言。 Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner. §  需要時(shí)處理基本的商務(wù)中心服務(wù)。 Handles basic Business Centre services when required. §  處理鑰匙并確保遵守安全制度。 Handles keys and ensures Security policies are adhered to. §  按制度處理外匯兌換。 Handles foreign exchange according to policies. §  履行收銀員的職責(zé)；下班時(shí)按照定立的標(biāo)準(zhǔn)點(diǎn)齊款項(xiàng)。 Performs cashier functions; balances at the end of the shift according to established standards. §  與禮賓部配合順暢處理行李及運(yùn)輸服務(wù)。 Liaises with Concierge for smooth handling of luggage and transport services. §  負(fù)責(zé)將所收款額分至不同的收入帳項(xiàng)，如洗衣及傳真費(fèi)用。 Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges. §  為住店客人兌換外幣。 Exchanges foreign currencies to any in-house guest. §  為客人提供信用卡取現(xiàn)服務(wù)。 Provides guests with cash advances on their credit card. §  獲得散客的信用卡授權(quán)密碼。 Produces authorisation codes from FIT guests’ credit cards. §  通過(guò)每天將登記卡及餐廳帳單存檔，保持并檢查所有架格。 Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis. §  確保檢查所有離店客人的帳單并附上相關(guān)的賬目單據(jù)。 Ensures all master folios due to depart have been checked out and have their respective backups attached. §  根據(jù)值班經(jīng)理的批準(zhǔn)，發(fā)出小額現(xiàn)金及零用現(xiàn)金。 Responsible for issuing paid-outs and petty cash once Duty Manager’s approval has been received. §  負(fù)責(zé)登記及發(fā)放保險(xiǎn)箱。 Responsible for registration and issuing of safety boxes. §  全面了解酒店提供的所有服務(wù)。 Has a thorough understanding of all the services offered by the Hotel. §  閱讀與前廳部有關(guān)的所有通知。 Reads all memos concerning Front Office. §  當(dāng)班時(shí)確保備用金中有足夠基金和零鈔。 Ensures the general float contains sufficient change and funds while on duty. §  確保在下班時(shí)準(zhǔn)確及整潔的執(zhí)行關(guān)閉程序，并點(diǎn)清所有賬目。 Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing. §  確保在下班時(shí)備用金沒(méi)有差錯(cuò)。 Ensures that the float is balanced before finishing the shift. §  當(dāng)班時(shí)確保酒店所有基金和財(cái)產(chǎn)的安全。 Ensures security of all hotel funds and properties at times whilst on duty. §  完全了解酒店電腦系統(tǒng)的收銀功能。 Has a thorough understanding of all cashiering functions in the Hotel’s computer system.     總則 General   §  按要求出席所有會(huì)議并作出貢獻(xiàn)。 Attends and contributes to all Meetings as required. §  始終提供禮貌和專業(yè)的服務(wù)。 Provides courteous and professional service at all times. §  根據(jù)安排參加酒店培訓(xùn)課程，以提高工作技能及知識(shí)。 Attends hotel training sessions as scheduled to improve skills and knowledge. §  了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊(cè)中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。 Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety. §  確保高標(biāo)準(zhǔn)的個(gè)人形象和儀容儀表。 Ensures high standards of personal presentation and grooming. §  與客人和同事保持基于良好工作關(guān)系的接觸。 Maintains positive guest and colleague interactions with good working relationships. §  根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。 Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company. §  根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。 Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.

【崗位職責(zé)】 1、負(fù)責(zé)制定并執(zhí)行酒店市場(chǎng)營(yíng)銷戰(zhàn)略，完成年度銷售目標(biāo)及利潤(rùn)指標(biāo)； 2、開(kāi)拓并維護(hù)客戶資源，包括旅行社、企業(yè)客戶、OTA平臺(tái)等，建立長(zhǎng)期穩(wěn)定的合作關(guān)系； 3、策劃并組織實(shí)施各類營(yíng)銷活動(dòng)、促銷方案，提升酒店品牌影響力及市場(chǎng)占有率； 4、分析市場(chǎng)趨勢(shì)及競(jìng)爭(zhēng)對(duì)手動(dòng)態(tài)，定期提交市場(chǎng)分析報(bào)告，優(yōu)化營(yíng)銷策略； 5、管理銷售團(tuán)隊(duì)，制定績(jī)效考核標(biāo)準(zhǔn)，提升團(tuán)隊(duì)整體業(yè)務(wù)能力； 6、協(xié)調(diào)酒店各部門資源，確保營(yíng)銷活動(dòng)的順利執(zhí)行及客戶滿意度； 7、負(fù)責(zé)酒店線上及線下渠道的推廣，優(yōu)化官網(wǎng)、社交媒體等平臺(tái)的運(yùn)營(yíng)效果。 【崗位要求】 1、具備較強(qiáng)的市場(chǎng)洞察力及營(yíng)銷策劃能力，熟悉酒店行業(yè)市場(chǎng)運(yùn)作模式； 2、優(yōu)秀的溝通協(xié)調(diào)能力及談判技巧，能夠獨(dú)立開(kāi)發(fā)并維護(hù)客戶資源； 3、具備團(tuán)隊(duì)管理經(jīng)驗(yàn)，能夠有效激勵(lì)團(tuán)隊(duì)成員達(dá)成業(yè)績(jī)目標(biāo)； 4、對(duì)數(shù)據(jù)敏感，能夠通過(guò)數(shù)據(jù)分析優(yōu)化營(yíng)銷策略； 5、工作積極主動(dòng)，抗壓能力強(qiáng)，適應(yīng)快節(jié)奏工作環(huán)境； 6、有酒店行業(yè)營(yíng)銷經(jīng)驗(yàn)者優(yōu)先，但不限學(xué)歷及工作經(jīng)驗(yàn)。

§? 遇到投訴或問(wèn)題，如果不能立即找到解決問(wèn)題的方法時(shí)，則向副理匯報(bào)。 Reports complaints or problems to Assistant Manager if no immediate solution can be found. §? 確保具有營(yíng)銷員的態(tài)度并在酒店內(nèi)隨時(shí)發(fā)現(xiàn)銷售的機(jī)會(huì)。 Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel. §? 確保具有高水平的酒店產(chǎn)品知識(shí)，以便在機(jī)會(huì)出現(xiàn)時(shí)，宣傳/銷售餐廳產(chǎn)品及其它設(shè)施/活動(dòng)。 Ensures a high level of product knowledge of hotel in order to promote/ upselling F&B outlets and other facilities/ programmes whenever opportunities arise. §? 確保持續(xù)高水平的賓客服務(wù)。 Ensures a high level of customer service is consistently maintained. §? 將來(lái)自任何客人和其他部門的反饋與領(lǐng)班和副理進(jìn)行溝通。 Ensures the Assistant Manager is kept fully aware of any relevant feedback from either customers or other departments. §? 遵守酒店有關(guān)客房部的政策及程序。 Complies with the Hotel’s Policies & Procedures relating to Housekeeping. §? 遵守房務(wù)部定立的系統(tǒng)及程序。 Complies with all systems and procedures as laid down by Rooms Division. §? 確保客房的清潔和服務(wù)達(dá)到凱悅品牌的標(biāo)準(zhǔn)。 Ensures the cleaning and servicing of guest rooms meet Hyatt brand standards. §? 確保正確地儲(chǔ)存及發(fā)出客用品。 Ensures proper storage and issues of guest supplies. §? 確保按設(shè)定的程序及標(biāo)準(zhǔn)處理客房的布草、客衣。 Ensures house linen and laundry as well as guest laundry being handled as per the set procedure and standards. §? 分配每日工作量并對(duì)工作質(zhì)量和進(jìn)度進(jìn)行跟進(jìn)。 Assign daily task reasonably and monitor the quality and process. §? 更新可以入住房間的房態(tài)。 Updates status of rooms ready for occupancy. §? 管理儲(chǔ)存物品的盤點(diǎn)，確保準(zhǔn)確的用品供應(yīng)。 Manages inventory of stock to ensure adequate supplies. §? 檢查客房、餐廳及大堂，以發(fā)現(xiàn)須要維修及更換的家具或設(shè)備，并向客房部經(jīng)理提出建議。 Inspects rooms, restaurants and lobbies to determine need for repairs or replacement of furniture or equipment, and makes recommendations to Housekeeping Manager. §? 指引和協(xié)助負(fù)責(zé)清潔的員工的工作任務(wù)。 Directs and assists in assigning work to cleaning personnel. §? 檢查客房、走廊、樓梯間、服務(wù)區(qū)域、大堂及其它公共區(qū)域，以保證這些地方的干凈、整潔。 Inspects guest rooms, corridors, staircases, service areas, lobbies, and other public areas for cleanliness and orderliness. §? 報(bào)告給工程部所有要維修和維護(hù)的項(xiàng)目 Reports to Engineering Department all items and fixtures requiring maintenance or repair. §? 檢查所有重要客人和長(zhǎng)住客人的房間。 Inspects all VIP and long-stay guest rooms. §? 申領(lǐng)客房用品、家具及設(shè)備。 Submits requisitions for room supplies, furniture, and equipment. §? 處理客人關(guān)于客房部服務(wù)或設(shè)備的投訴。 Handles guest complaints regarding Housekeeping service or equipment. §? 對(duì)客房進(jìn)行最后的檢查并迅速、準(zhǔn)確地向客房部文員及/或前臺(tái)員工發(fā)出房態(tài)報(bào)告。 Inspects guest rooms and submits prompt and accurate room status reports to housekeeping coordinator and/ or Front Office employees. §? 發(fā)放、檢查及控制所有清潔用品和設(shè)備。 Issues, inspects, and controls all cleaning products and equipment. §? 報(bào)告所有遺失及損壞的酒店財(cái)產(chǎn)。 Reports missing and damaged hotel property. §? 根據(jù)酒店“失物招領(lǐng)”制度，報(bào)告并處理所有失物招領(lǐng)事項(xiàng)。 Reports and handles all Lost & Found items as per Hotel “Lost and Found’ policy. §? 保持恰當(dāng)?shù)挠涗洸⒖刂瓶头坎咳粘＿\(yùn)營(yíng)及報(bào)告 Maintains proper records and controls daily Housekeeping operations and reports. §? 確保所有供應(yīng)品、設(shè)備及儲(chǔ)藏室的整潔。 Ensures the cleanliness of all supplies, equipment and storage rooms. §? 根據(jù)酒店的政策和客房部的規(guī)定使用和控制鑰匙。 Use and control hotel keys according to hotel policy and Housekeeping principle.