•Reporting directly to the Front Desk Manager the FD Supervisor is directly responsible for the day to day operations of the Front Desk whilst on duty.
•Assist to Front Desk Manager to supervise all FD staffs within the section.
•Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
•Checking-in guests in accordance with their reservation details, ensuring that the Registration Card is completed, reservation information confirmed, ALL membership number and Frequent Flyer number enquired about, and method of payment secured.
•Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
•Handles complaints promptly and efficiently, taking the necessary action, and informing the Front Desk Manager or Welcomer Manager for follow up, where appropriate. Follow up with all guests to ensure satisfaction with problem resolution.
•Promotes ALL and its associated benefits to guests who are not already enrolled in the program. Ensures that existing ALL members receive personal and professional service that recognizes them as important guests and that their benefits are received.
•Allocates rooms in accordance to the guest’s reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
•Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
•Adheres to the hotel credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and 3rd party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
•Manages costs effectively by minimizing and controlling expenses.
•Actively takes part in training the team, supporting and leading formal training sessions and focusing on the job training to ensure that all team members are of the same standard. Also attends training where and when required.
•To monitor guest service personnel constantly, ensuring that at all times.
•Manages desk , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment.
•向前台经理汇报，直接负责管理每天的前台工作。
•协助前台经理管理前台所有员工。
•为顾客提供热情周到的接待，有效率的登记入住。
•核对宾客完整的预定及详细信息，确保付款方式安全有效。
•作为VIP客人最先联系到的部门，要确保他们的个性化服务。
•采取必要行动，及时有效的处理顾客的不满，适当的时候告知前台经理或欢迎大使经理。回访客人，确保客人对解决方法满意。
•确保为雅高心悦界会员提供优质专业的服务，引导宾客加入雅高忠诚会员项目。
•按照客人的预定或喜好安排房间，并做详细客房库存管理。
•严格遵守现金收付标准程序和流程，确保前台员工备用金金额无误，现金投账封包金额准确无误。
•收取现金、信用卡、代金券、公司或第三方付费等服务时要严格遵守酒店财务规定。
•控制花费，节约成本。
•积极参加职业培训，让员工保持水平一致。
•监督员工为客人服务的质量，保证任何时候提供的服务都是高质量的。
•管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。
Knowledge and Experience 知识和经验：
•College graduated or above
•more than 2 years working experience in five-star hotels in the same position
•Professional groomed, warm personality, good interpersonal skill and service awareness
•Effective oral and written communications(Chinse and English)
•大专及以上学历
•2年以上五星级酒店同岗位或类似岗位工作经验。
•形象专业，为人热情，具备较强的人际交往能力和服务意识
•具备良好的中英文口语及书写能力。
