Primary Responsibilities主要职责
·Coordinates management of the Front Desk, Executive Floor, Concierge and Service Center to ensure a smooth operation and the highest level of guest satisfaction.
·Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
·Understands SOP and PNP of other operation departments to oversee the hotel operation during absence of hotel management team.
·Develop own knowledge and skills as a contributing member of the Front Office management team.
·Conducts daily pre-shift briefings to talents on room occupancy, arrival and departures, functions/ event and special attention that is needed.
·Ensure all accounting procedures are adhered to throughout the department.
·Ensures clear communication within departments.
·Carry out disciplinary actions in line with hotel procedures.
·Well patrol lobby, monitor all service in lobby within standard and polite way.
·Master all emergency procedures and well handle crisis management.
·Management of the guest service experience / personalization.
·Professioal to handle guest complaints and record.
·Maintain the close relationship with guest and ensure the guest is satisfy consistently.
协调前台、行政楼层、礼宾部和总机等部门的工作，以确保运营顺畅及客人满意度。
通过交班会、日志、电子邮件和部门运营会议等形式，为各个班次和运营提供相关信息。
理解并掌握其他运营部门的操作程序与规章制度以便在酒店管理层不在的情况下监督其他部门的运营。
发展个人的知识与技能成为前厅部管理团队的一员。
组织每天所在班次的例会，宣布每天的住房率、到店客人、离店客人、发生的各种事件或活动以及需要特别注意的事件。
确保所有财务制度在部门内被严格执行。
确保部门内的沟通顺畅。
按照酒店规章制度对不合适的行为采取相应措施。
良好管理大堂区域，确保所有服务按照服务标准并礼貌有序。
掌握各种应急程序，有效进行各种危机处理。
确保个性化服务以提升客人体验。
专业的处理宾客投诉并记录汇报。
维护与客人之间亲近的关系，确保客人始终如一的满意。
Knowledge and Experience知识和经验
Diploma or Degree preferably in hospitality or related field
Minimum two (2) years relevant experience in a similar position in a renown international hotel brand
PMS and Office software knowledge
Excellent oral and written skills in Mandarin and English
How to manage guest experience, understands and can use reporting RPS, etc.
Strong organizational & leadership skills
Excellent interpersonal & communication skills.
Service oriented with an eye for details
Confidently able to resolve problems and make decisions
Effective management style, hands-on and approachable
Proven effective development of others, great motivator
酒店管理或相关专业的本科或专科学历。
在知名国际酒店内从事至少两年类似岗位的经验。
熟悉并掌握Opera酒店管理系统和各类办公软件。
优秀的中英文听说读写能力。
了解如何管理宾客体验系统，并可熟练使用报表工具对其进行分析。
优秀的组织能力和领导能力。
优秀的人际关系和沟通能力。
以服务为导向的敏锐洞察。
自信的解决问题与决策的能力。
有效的管理风格，亲力亲为，平易近人。
善于发展他人及卓越的激励能力。
