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薪资: 8千-1.2万 经验:3年以上 企业类型:国际高端酒店/5星级
地区:北京-朝阳区 食宿:面议

DUTIESImproves the overall guest experience during their staySupervises and directs the front desk teamEnsures that all colleagues are updated with the current hotel products and servicesMonitors all arrivals and departures from a guest experience perspectiveREQUIREMENTS1.Takes pride in being a hotelier2.self starter ,friendly, helpful and trustworthy leader3.Fully understands room operations4.Communicates and writes with fluency in English as well as the local language5.Has experience in the same capacity, preferably in a luxury hotel6.Preferably comes from a hotel management related education background7.Has strong interpersonal skills

薪资: 8千-1万 经验:3年以上 企业类型:国内高端酒店/5星级
地区:广东-广州 食宿:提供食宿

1.负责宾客服务部日常管理工作,对酒店总经理负责,并报告工作。 2.负责协调和督促各部门协调的各种工作。协调处理客户关系及跨部门沟通门,处理和解决发生的各种问题和突发的各类事件。 3.代表总经理接待和迎送到离店的重要宾客,检查有关部门做好服务工作。 4.负责各类宾客意见收集和回复。 5.记录当天工作的重要情况,发现的问题及处理的意见和结果,及时递交总经理阅示。 1.大专以上学历,有同岗位工作经验3年以上。 2.懂得酒店管理一般理论知识和酒店管理制度和工作规范。 3.熟悉各种应急预案的内容和程序,了解接待礼仪、礼节。 4.熟悉外事纪律,了解旅游法规,交通,外事,美食等基本知识。 5.具有较强的组织、指挥、协调和控制等方面的管理能力,能处理宾客投诉和突发事件。 6.会撰写本职范围内的应用文,语言清晰。 7.能用一种外语与宾客流利交流。

薪资: 6千-8千 经验:2年以上 企业类型:国际高端酒店/5星级
地区:云南-昆明 食宿:提供食宿

Position Summary职位概述:Assist the Manager in administration and manage all hotel operation during night shift  to ensure profitability , control cost and quality standards to insure total guest satisfaction. To efficiently coordinate the night operations and provide leadership at the frontline level.负责酒店的夜间运作,包括利润最大化,控制成本和服务质量, 确保顾客满意度,同时有效的协调及领导夜间各营运部门的任务分配和运作。Specific Job Knowledge, Skill and Ability 工作技能技巧要求:1.Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.能有效的用英语沟通交流。2.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.擅长于处理宾客关系,能快速有效的应对各种问题。3.Interpersonal skills to provide overall guest satisfaction.以较强的人际交往能力提高客人满意度。4.Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.优越的数据理解性,能对日常营运的数据给予合理恰当的解释。5.Thorough organization and supervisory skills proficient in accomplishing the task.组织管理与督导技能。6.Ability to work under pressure and deal with stressful situations during busy periods.能在强压下胜任工作。

薪资: 6千-8千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:云南-丽江 食宿:提供食宿

岗位职责:Assist the Manager in administration and management all Front Office operation to ensure profitability , control cost and quality standards to insure total guest satisfaction . To efficiently coordinate the day to day operation of the Welcome Desk and Guest Relations division and provide leadership at the frontline level.协助前厅经理管理前厅部运作,包括利润最大化,控制成本和服务质量, 确保顾客满意度,同时有效的协调及领导前台和宾客关系部每日的任务分配和运作。 1. Communicates effectively both orally and in writing to provide clear direction to team member. Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office team member. Monitors lobby traffic and makes team membering adjustments as required.与员工有效的沟通,提供明确指示,关注员工的表现并给予激励。依相关程序面试,挑选,培训,督导,评估,管理前厅部所有员工。留意大堂交通状况,根据需求进行人员调配。2. Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups. Monitors special reservation requests handling and oversees rate changes on in-house guests.关注VIP及有特殊要求的预订,及时更新系统相关信息,确保VIP及团队预订的良好运作。监督住店客人房价变更情况。3. Computes daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecast of expected arrivals and departures.关注VIP及有特殊要求的预订,及时更新系统相关信息,确保VIP及团队预订的良好运作。监督住店客人房价变更情况。4. Manages front office team member, resolves guest concerns, and implements resolutions by using discretion and judgment.对前台进行日常管理,用敏锐的判断力和决断力解决客户的问题。5. Leads and motivates team members by leading by example and employing competent and consistent management practices.通过训练及一致的管理,领导和激励团队员工。6. Takes responsibility of the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager.在前厅经理/前厅副经理不在的情况下,作为值班经理负起责任。7. Completes Night Shift Duties acting as the Night Manager when he / she is not on duty.在夜班经理不在的时候完成夜班经理职务。8. Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required.积极地参加职业培训,让员工保持水平一致。9. Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.做队员的导师,提高员工水平,促进他们完成所设立的目标。10. Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines. Distributes appropriate discipline when and where required.确保员工手册,相关劳动法,HR相关政策的一致性,必要的时候提供培训。11. Conducts PDR’s, 1:1 meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the Hilton standards.根据希尔顿PDR标准,进行1:1的面谈,确保对每个员工的公平,为员工提供继续发展的平台。12. Is involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.培训部门高潜能员工,促进工作水平的提高及进一步的职业规划。13. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.致力于酒店工作,为酒店发展提供创造性的建议,为顾客和整个团队提供高品质服务。14. Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.简单易懂的培训新员工,使其尽快达到胜任工作的最低标准,了解公司的期许与要求。15. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.为顾客提供热情周到的服务,有宾至如归感。16. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.依照预订为客人办理入住,核对预订信息,希尔顿荣誉客会号及航空公司会员号,确保入住登记表的完整性及付款方式安全有效。17. Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.将客人送至客房,介绍客房布局,确保行李及时送达等。18. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.采取必要行动,及时有效的处理顾客的不满,适当的时候告知宾客关系经理。回访客人,确保客人对解决方法满意。19. Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.保持对客人资料和具体偏好的了解,确保对他们每项预订都有所反应。20. Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.作为VIP客人最先联系到的部门,要确保他们的个性化服务。21. Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.按照客人的预定或喜好安排房间,并做详细目录管理。22. Promotes HHonours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonours members receive personal and professional service that recognizes them as important guests and that their benefits are received.引入新的荣誉客会会员,确保会员应得利益,为会员提供优质专业的服务。23. Liaises with Sales, Reservations and the Business Development team to handle corporate.协同销售,预订及业务发展团队共同为客人提供服务。.24. Ensures that guests profiles and information is input in to the Police Report system in a timely and accurate way.确保宾客档案信息及时录入公安申报系统。25. Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.遵循希尔顿品牌服务标准并贯彻到实际的运作当中。26. Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties in China.掌握希尔顿酒店集团的基本概况。27. Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.了解酒店周边地区的最新信息,名胜,风景地等,为顾客提供方便。28. Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.确保前台和其他部门间的沟通交流,特别是客房部,餐饮部和财务部等。29. Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.维护酒店电脑系统信息数据的准确性,便于系统操作,确保前台运营设备的正常运转以及工作区域的整洁清洁。30. Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Conducts daily briefings, shift handovers, attends meetings and effectively communicates information to team members.确保信息的有效传递,尚未完成的事情逐一移交至有关人员,让宾客满意。参加日常例会及其他会议。31. Ensures that the Front Office Manager is kept aware and up to date of operational issues.汇报最新的工作进展,确保前厅经理对整个部门营运状况的了解。32. Ensures that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.确保完成行政楼层每日的任务,包括核对,报告,信用额度核对,网上备份等。33. Checks Registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is actioned upon.核对入住登记表,会议及活动信息,预订备份等。34. Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party.如有要求,提供完整的报告,并及时送至所需部门。35. Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.警惕商业竞争行为,促进积极的市场发展。36. Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.根据价格要求向客人提供相应物有所值的物品。37. Complies with Health & Safety, Emergency Management, disaster Manual, and Fire procedures and regulations. In the absence of the Guest Relations Manager, is a part of the Fire Team ands takes action accordingly.按照健康安全,危机管理部门,灾难处理方法,救火程序执行。在宾客关系经理不在场的情况下,成为救火的一部分参与行动。  38. Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.团队成员严格遵守现金收付手续,确保所有团队成员平衡他们的浮动和下降所需的金额。39. Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.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规定。40. Maintains safety deposit boxes, ensuring that guests valuables are safe and secure at all times.为客人提供保险箱,保证他们的财物安全。41. Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.跟进担保预订及付款方式,确保酒店收入。42. Maintains the efficiency of departure by checking all guests folios to ensure accuracy of charges.确保所有帐单消费的精准性,为客人提供高效快捷的结帐服务。43. Manages costs effectively by minimizing and controlling expenses.控制花费,节约成本。44. Managers and approves rebates, refunds and discounts where applicable.视情况给予必要的折扣,返款和优惠。45. Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.抓住商机,用合理的方式提高酒店收入,确保客人感受到物有所值。46. Adhere to the hotel’s security and emergency policies and procedures.坚持酒店安全制度、紧急情况处理规定和程序。47. The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.如有必要,该部门有权更改或补充该职位描述。48. Carries out any other reasonable duties and responsibilities as assigned.完成任何其他合理的职责和被指派的职责。岗位要求:1. Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.能有效的用英语沟通交流。2. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.擅长于处理宾客关系,能快速有效的应对各种问题。3. Interpersonal skills to provide overall guest satisfaction.以较强的人际交往能力提高客人满意度。4. Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.优越的数据理解性,能对日常营运的数据给予合理恰当的解释。5. Thorough organization and supervisory skills proficient in accomplishing the task.组织管理与督导技能。6.  Ability to work under pressure and deal with stressful situations during busy periods.能在强压下胜任工作。7.  3 or 5 years of related working experience prefered.三至五年相关工作经验者优先。

薪资: 6千-8千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:浙江-杭州 食宿:提供食宿

岗位职责1.协助酒店高级管理层负责及整个饭店的运作收集对客服务过程中所产生的问题信息。2.在前厅部经理的直接领导下,在当班期间负责整个酒店的正常运作。3.要负责处理宾客的问题和投诉。4.要负责重要宾客的迎领工作。5.进行整个酒店的安全和日常的设备检查工作。6.解决当班期间发生的安全问题。7.向其它班次协调交班记录上需要沟通的事项。岗位要求1.大专以上学历,有同岗位工作经验2年以上。2.形象气质佳,精通电脑操作,具备较强的英文听说读写能力。3.熟悉各种应急预案的内容和程序,了解接待礼仪、礼节。4.仪表端庄,热爱酒店工作,善于交际,具有较好的管理和协调能力,能够很好的发挥其管理、领导和监督的作用。5.注重细节,工作有责任心,敢于承担责任,执行力较强。

薪资: 6千-8千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:广东-深圳 食宿:提供食宿

岗位职责:1. 有效的保证员工在工作中能始终提供高质量的,谦逊的服务,以求为客人带来最满意的服务。2. 积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务标准。3. 与员工和其他部门建立和维持良好的工作关系。4. 确定特殊团队及重要宾客的各种要求并后续跟进。5. 在需要时准备并提交突发事件及意外伤害报告。6. 经常向员工强调他们是推销酒店商品的最有效的途径。为员工建立一个有效的“销售阵营”来服务于客人。7. 确保所有顾客所反映的问题都得到满意的回复,并使客人对我们专业的态度及及时的弥补措施感到满意。岗位要求: 1. 大专以上,同岗位工作经验一年以上。2. 英语良好,能够顺畅跟客人沟通,处理客人投诉。3. 性格开朗,态度积极。

薪资: 6千-8千 经验:不限 企业类型:国际高端酒店/5星级
地区:广东-广州

岗位职责1.协助酒店高级管理层负责及整个饭店的运作收集对客服务过程中所产生的问题信息。2.大堂副理在前厅部经理的直接领导下,在当班期间负责整个酒店的正常运作。3.要负责处理宾客的问题和投诉。4.要负责重要宾客的迎领工作。5.进行整个酒店的安全和日常的设备检查工作。6.解决当班期间发生的安全问题。7.向其它班次协调交班记录上需要沟通的事项。岗位要求1.大专以上学历,有同岗位工作经验3年以上。2.能用流利的英语从事前厅服务形象气质佳,精通电脑操作,具备较强的英文听说读写能力。3.仪表端庄,热爱酒店工作,钻研业务,反应敏捷,善于交际具有较好的管理和协调能力,能够很好的发挥其管理、领导和监督的作用。4.注重细节,工作有责任心,敢于承担责任,执行力较强。5.有上进心和良好的学习能力和抗压能力。

薪资: 6千-8千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:海南-陵水 食宿:提供食宿

JOB RESPONSIBILITIES1. Fully conversant with all hotel emergency procedures2. Take full responsibility of Front Office staff in absence of the FOM/AFOM3.Perform related duties and special projects assigned by FOM/AFOM QUALIFICATIONS1.Flexible management style to meet the challenges of a changing work environment2.Ability to manage a multi-cultural workforce3.Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level4.Degree from School for Tourism & Hotel Management 职位描述1. 执行有关联的职责并完成前厅部经理分派的任务。2.在前厅部经理和副经理不在的情况下,负责整个前厅部。3. 熟悉酒店在紧急情况发生时的对应措施。  任职要求1. 酒店管理专业毕业2.至少3-5年的行业经验和2年的主管经验。3.适应管理一个多元化工作的能力4. 灵活的管理风格,以满足不断变化的工作环境的挑战

薪资: 6千-8千 经验:不限 企业类型:国内高端酒店/5星级
地区:北京-密云 食宿:提供食宿

岗位职责:确保任何时候遵守公司的政策程序和品牌标准。作为酒店夜间最高的管理者和决策者,全面负责酒店夜间的整体运作。监控当前的房态及可卖房情况。如有提高收益的机会,得到相应批准后,调整房价政策。监控前厅部的工作效率。保证前厅服务员根据营业状况合理得到分配。保证所有的雇员按标准完成所分派的任务。监控整个酒店能源的损耗及浪费情况。确保每个员工能够始终做好废物再利用。为环保方面提供良好的建议。通过促销超值房价来争取每一个机会以扩大利润。确保所有的服务员在行为规范,仪容仪表上有好的表现。交接班时,通过查看值班经理的交接本了解所有宴会及会议。保证发生的所有事件及发现(客人或员工)和其他相关的事情须详细的记录在交接本上。如需帮助时,直接向前厅经理报告记录客人反馈的意见并加以解决。.与其他运作部门进行协调合作,并和酒店所有客人,拜访者和当地政府及组织建立强大的关系。按要求参加前厅经理组织的会议。确保前厅部各部门之间以及同其他部门之间建立良好的沟通交流。确保例会及交接班按专业化及规律化的进行。

薪资: 6千-8千 经验:1年以上 企业类型:国际高端酒店/5星级
地区:浙江-宁波 食宿:提供食宿

岗位职责•全面掌握前厅部,服务中心操作系统专业知识和其他相关系统知识。•全面掌握香格里拉标准操作政策和程序方面的知识。•全面掌握香格里拉会员活动知识。例如贵宾金环会员,飞行里程计划, 客史记录。•在预测客房出租率的基础上维持部门组织架构,人员配备的合理性并且确保工作的顺利运行。•识别员工的培训需求和服务中需要提高的区域。•管理和引导员工并且确保酒店政策和程序的执行。•创造积极和谐的工作环境以促进和发展团队精神。•利用和发展沟通交流的工具和途径, 为各部门之间进行很好的工作信息和流程的传递。•监督客史数据库的维护。•确保宾客喜好表的收集和行动实施以便在对客服务中使我们的宾客喜出望外。•推动喜出望外的宾客忠实感必须在每一次的对客服务接触中成为令宾客喜出望外的模范。•积极地获得客人的反馈意见并且通知相关部门改善客人的反馈意见, 确保客人的满意度。•发展和实施感谢回头客人的宾客认知计划。•给管理层和部门经理提供事件报告, 以便付诸行动避免事件, 意外, 偷窃行为和投诉的发生。•定期地回顾质量标准和服务标准,并且使其符合香格里拉的质量标准和最低服务标准。•抽查记录本,确保快速准确地解决客人的需求。•分析和解决多发问题。•确保员工的培训,理解并执行对客的要求。•记录、收集宾客的喜好并予以落实。•实现可视管理包括每日与客人沟通和礼仪电话。•确保及时有效而得体地处理宾客投诉。•分析投诉原因,采取行动避免再次发生。•将客人的投诉、意见记录在其个人档案内(Opera系统),以便其日后再次入住时,得到喜出望外的服务。•随时随地为客人提供帮助。•经常地回顾当前程序和操作以确保对员工和客人都是简单易行的。•建立标准并且对内部控制进行抽查,以确保其符合标准。•确保夜审程序的顺利。•记录所有存在的缺陷并开具相应的施工单。•及时直接向前厅经理报告重要信息,问题和采取相应措施。•确保所有的人在维护酒店设备上都有主人翁精神,将设备的故障或需要维修的地方及时报告给相关部门。•监控设备的适用和维修并向相关部门汇报故障和所需维修的地方。•一贯保持成为管理层有力的左右手,有新信息即时上报所有信息和细节。•坚持考勤程序的执行。•坚持贯彻员工手册,奖惩措施,规则章程中的规定。•通过废物再利用和卖旧货减少物资浪费。•尽一切可能地循环再用。•通过遵守环境 / 保护条例来节水,节能。•根据香格里拉齐心协力,步调一致,力争卓越的企业文化来实践和体现我们的指导原则。•如果其他部门经理不在时:•依据程序授权现金退款,冲减,信用卡提现,支票接受。•根据酒店的政策,对付帐方式和信贷关系允许使用信用卡授予权力。•根据酒店规定的程序,协调所有必要的措施,以尽可能地保证客人最大程度的满意。•必须协助和提高酒店内部产品的销售以及客房的设备。•在销售代表缺席的情况下,如有必要跟踪奖励团队的情况。•修改和更新标准操作程序手册。•察言观色,婉拒不受欢迎的人。•遵守对香格里拉酒店的前景,使命和价值观地个人承诺。•与员工交流酒店前景,使命和价观。•认识,了解并忠诚于热情好客香格里拉原则。•领导部门实施热情好客香格里拉培训。

薪资: 6千-7千 经验:1年以上 企业类型:国际高端酒店/5星级
地区:北京-延庆 食宿:提供食宿

Duty Manager值班经理Job Descriptions岗位描述:Job Summary 岗位概述Represents the management in handing guest complaints and handling VIP guests and assists the FOM in overseeing the activities of the FO attendants in order to maintain guest satisfaction.代表管理层处理客人投诉, 接待贵宾,协助前厅经理监督前厅部员工的活动,保证客人满意。一、Administration 行政管理Resolve guest complaints swiftly and follow-up guest requests promptly according to established standards to ensure maximum guest satisfaction.按照规定的程序,迅速解决客人投诉问题,并跟进及时了解客人的要求,以保证客人最大的满意度           二、Quality service 优质服务1.   Check VIP rooms, meet and escort VIP guests and see off VIP guests to ensure total comfort and enjoyment.检查贵宾房,迎接并陪伴贵宾,为贵宾送行,保证贵宾舒适和满意2.  Develop and maintain a professional relationship with all guests to ensure that they are well taken care of and obtain feedback from guests necessary to improve the delivery services.与所有客人保持专业水平的关系,保证客人得到悉心照顾,收集客人的反馈以改进迎送服务3.  Conduct daily hotel inspection rounds; check working condition of hotel equipment, work areas and guest areas and report any irregularities to maximize enjoy ability of guest services.每日巡查酒店,检查酒店设备、工作区和客人活动区域的工作状态,报告异常情况,使客人达到最大的满意度三、Quality assurance 质量管理Oversee the activities of Front Office associates in allocating rooms, in checking-in and out of guests, in handling of luggage, in handling messages and faxes, in handling requests, in printing reports to ensure smooth operations and in checking company account bills to ensure collectability of accounts.监督前厅员工分配客房、办理客人登记入住和结账离店、处理行李、留言和传真, 处理客人要求,打印报告等活动,保证酒店高效运转,欠款 回收顺利                     四、Maximization revenue 利润最大化Resolve discrepant rooms immediately and check accounts with high balances to prevent outstanding bills from being unpaid.立即解决出错问题,检查高额账单客户以避免账单欠付 五、Communication 沟通1.  Maintain an incident logbook of all pertinent and important events throughout the entire shift to keep a permanent record of all incidents for future reference and for handover to the next shift.保存记事本,记载上班期间发生的有关与重要的事件,形成一个完整的记录,以供将来参考2. Develop and maintain good associate relations through effective communication and conscientious application of hotel personnel policies to ensure harmonious working relationship with all associates.通过有效沟通和自觉应用酒店的人事规定,与所有同事保持良好的关系,保证客人得到悉心照顾, 收集客人的反馈以改进客人迎送服务   八、其他工作To follow up other tasks which assigned by superior完成公司领导交办的其他工作

薪资: 6千-8千 经验:2年以上 企业类型:精品酒店
地区:北京 食宿:提供住

岗位职责1.代表总经理主持酒店夜间的经营管理活动,对酒店总经理负责,并报告工作。2.负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系,处理和解决发生的各种问题和突发的各类事件。3.代表总经理接待和迎送夜间到离店的重要宾客,检查有关部门做好服务工作。4.负责酒店夜间的质量管理工作。5.编写“夜间工作日记”,记录当天工作的重要情况,发现的问题及处理的意见和结果,及时递交总经理阅示。岗位要求1.大专以上学历,有同岗位工作经验2年以上。2.懂得酒店管理一般理论知识和酒店管理制度和工作规范。3.熟悉各种应急预案的内容和程序,了解接待礼仪、礼节。4.熟悉外事纪律,了解旅游法规,懂得治安、消防条例等法律、法规等基本知识。5.具有较强的组织、指挥、协调和控制等方面的管理能力,能处理宾客投诉和突发事件。6.会撰写本职范围内的应用文,语言清晰。7.能用一种外语与宾客流利交流。

薪资: 6千-8千 经验:5年以上 企业类型:全服务中档酒店/4星级
地区:北京-海淀区

岗位职责1.代表总经理主持酒店夜间的经营管理活动,对酒店总经理负责,并报告工作。2.负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系,处理和解决发生的各种问题和突发的各类事件。3.代表总经理接待和迎送夜间到离店的重要宾客,检查有关部门做好服务工作。4.负责酒店夜间的质量管理工作。5.编写“夜间工作日记”,记录当天工作的重要情况,发现的问题及处理的意见和结果,及时递交总经理阅示。岗位要求1.大专以上学历,有同岗位工作经验3年以上。2.懂得酒店管理一般理论知识和酒店管理制度和工作规范。3.熟悉各种应急预案的内容和程序,了解接待礼仪、礼节。4.熟悉外事纪律,了解旅游法规,懂得治安、消防条例等法律、法规等基本知识。5.具有较强的组织、指挥、协调和控制等方面的管理能力,能处理宾客投诉和突发事件。6.会撰写本职范围内的应用文,语言清晰。7.能用一种外语与宾客流利交流。

薪资: 5千-6千 经验:2年以上 企业类型:国际高端酒店/5星级
地区:浙江-杭州 食宿:提供食宿

岗位职责1.协助酒店高级管理层负责及整个饭店的运作收集对客服务过程中所产生的问题信息。2.大堂副理在前厅部经理的直接领导下,在当班期间负责整个酒店的正常运作。3.要负责处理宾客的问题和投诉。4.要负责重要宾客的迎领工作。5.进行整个酒店的安全和日常的设备检查工作。6.解决当班期间发生的安全问题。7.向其它班次协调交班记录上需要沟通的事项。岗位要求1.大专以上学历,有同岗位工作经验2年以上。2.仪表端庄,形象气质佳,精通电脑操作,具备较强的英文听说读写能力。3.热爱酒店工作,善于交际具有较好的管理和协调能力,能够很好的发挥其管理、领导和监督的作用。4.注重细节,工作有责任心,敢于承担责任,执行力较强。5.有上进心和良好的学习能力和抗压能力。

薪资: 5千-6千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:海南-海口 食宿:提供食宿

Duties-Ensure smooth operation on a daily basis-Enhance overall guest experience during their stay-Supervise and direct the front desk team-Ensure all colleagues are kept up-to-date with hotel products and services-Monitor all arrivals and departures from a guest experience perspectiveRequirements-Takes pride in being a hotelier-Is a self-starter -Is a friendly, helpful and trustworthy leader-Fully understands room operations-Fully understands front desk operations-Communicates and writes with fluency in English (as well as the local language)-Has experience in the same capacity, preferably in a luxury hotel-Preferably comes from a hotel management-related education background-Has strong interpersonal skills

薪资: 5千-6千 经验:2年以上 企业类型:国际高端酒店/5星级
地区:重庆 食宿:提供食宿

岗位职责1.全面监督及管理酒店夜间的运营工作。2.协助酒店高级管理层负责及整个饭店的运作收集对客服务过程中所产生的问题信息3.大堂副理在前厅部经理的直接领导下,在当班期间负责整个酒店的正常运作。4.处理夜间客人的需求及投诉。5.负责PMS夜审及相关报表。6.检查预抵客人预订信息,准备VIP客人资料7.要负责重要宾客的迎领工作8.进行整个酒店的安全和日常的设备检查工作9.解决当班期间发生的安全问题10.向其它班次协调交班记录上需要沟通的事项。岗位要求1.本科以上学历,有国际五星级酒店同岗位工作经验2年以上。2.能用流利的英语从事前厅服务形象气质佳,精通电脑操作,具备较强的英文听说读写能力。3.仪表端庄,热爱酒店工作,钻研业务,反应敏捷,善于交际具有较好的管理和协调能力,能够很好的发挥其管理、领导和监督的作用。4.注重细节,工作有责任心,敢于承担责任,执行力较强。5.有上进心和良好的学习能力和抗压能力。

薪资: 5千-6千 经验:3年以上 企业类型:国内高端酒店/5星级
地区:浙江-嘉兴 食宿:提供食宿

专职前台接待夜班,有酒店前台接待工作经验优先,为酒店安排登记入住,提供查询,留言等服务

薪资: 5千-6千 经验:2年以上 企业类型:国内高端酒店/5星级
地区:福建-莆田 食宿:提供食宿

 岗位职责:1.在酒店前厅部经理的直接领导下,在当班期间负责整个酒店的正常运作。2.负责处理宾客的问题和投诉。3.负责重要宾客的接待工作。4.进行整个酒店的安全和日常的设备检查工作。岗位要求1大专以上学历,有同岗位工作经验3年以上。2.能用流利的英语从事前厅服务,形象气质佳,具备较强的英文听说读写能力。3.热爱酒店工作,钻研业务,反应敏捷,善于交际具有较好的管理和协调能力,能够很好的发挥其管理、领导和监督的作用。4.注重细节,工作有责任心,敢于承担责任,执行力较强。

薪资: 5千-6千 经验:2年以上 企业类型:国际高端酒店/5星级
地区:福建-福州 食宿:提供食宿

1.全权负责酒店夜间安全工作,妥善处理酒店夜间发生的治安事件;Responsible for the night safety work of the hotel, properly handle the security incidents that occurred at night in the hotel.2.加强夜间巡视,发现问题及时处理,并做好工作记录;Strengthen night patrols, find problems in a timely manner, and make a good job record.3.时常在大堂走动,识别客人并以适当的方式与客人交流。尽可能多的迎接,指引并送别客人;Walks throughout the hotel recognizing guests and engage with them appropriately. Welcome, facilitate and bid farewell to as many guests as possible.4.每天都要尽可能多的收集贵宾的信息,并将这些信息比如每日宾客报告,实时通讯分发给所有相关部门,并确保客人的资料得到了更新;Collects as much feedback information on VIPs as possible (on daily basis), briefs and distributes this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensures information is updated in the guest profile5.礼貌有效地处理客人需求和投诉,如果有必要,给相关人员提供指导以保证客人满意。记录下所有客人需求,进行进一步跟踪;Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follow up when necessary.6.引导员工为客人提供需求,观察客人交流并经常与员工交流,确保客人的满意度。Anticipates the needs of guest and direct the staff in complying with those needs. Observe guest reactions and confer frequently with staff t ensure guest satisfaction.

薪资: 2万-3万 经验:5年以上 企业类型:国际高端酒店/5星级
地区:澳门特别行政区-澳门特别行政区 食宿:提供吃

岗位职责1.主持酒店夜间的经营管理活动,对前堂经理负责,并报告工作。2.负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系,处理和解决发生的各种问题和突发的各类事件。3.代表前堂经理接待和迎送夜间到离店的重要宾客,检查有关部门做好服务工作。4.负责酒店夜间的质量管理工作。5.编写“夜间工作日记”,记录当天工作的重要情况,发现的问题及处理的意见和结果,及时递交总经理阅示。岗位要求1.本科以上学历,有同岗位工作经验5年以上。2.懂得酒店管理一般理论知识和酒店管理制度和工作规范。3.熟悉各种应急预案的内容和程序,了解接待礼仪、礼节。4.熟悉外事纪律,了解旅游法规,懂得治安、消防条例等法律、法规等基本知识。5.具有较强的组织、指挥、协调和控制等方面的管理能力,能处理宾客投诉和突发事件。6.会撰写本职范围内的应用文,语言清晰。7.能用一种外语与宾客流利交流。

薪资: 4.5千-5.5千 经验:不限 企业类型:国际高端酒店/5星级
地区:湖南-长沙 食宿:提供食宿

职位描述 Job Description1.礼貌且高效地处理所有客人的投诉及要求,并跟进确保问题的圆满解决。每日向前厅部经理汇报告酒店当日发生的特殊或重大事件。Handle allguests complaints and inquiries in a courteous and efficient manner, followingthrough to make sure problems are resolved satisfactorily. Report dailyoccurrence and irregularities to the Front Office Manager.2.确保每个班次召开交班会,将客人信息和酒店相关讯息传达给每一个员工,讨论特别事件和强调客人特殊要求等。Ensure thatshift briefings are conducted to disseminate guest and hotel relatedinformation, discuss outstanding issues, highlight guest special requests, etc.for all agents to take note at the start of the shift.3.监督前厅部所有夜班员工的仪容仪表和守时情况,确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人卫生及外表。Overseesthe punctuality and appearance of all night shift Front Office agents, makingsure    that they wear the correctuniform and maintain a high standard of personal appearance and hygiene,according to the hotel and department’s grooming standards.4.督导确保客人在入住登记和办理离店时能否得到尽善尽美的服务。Monitorguests are receiving the best possible service during check-in and check-out.5.协助VIP客人及常住客的接待和入住登记。确保客人在店期间得到妥善照顾。Assists ingreeting and checking-in VIP and Long Stay guests, ensure all guests are welltaken care of  during their staying.6.在工作的繁忙时段,出现在前厅区域, 确保前厅各个区域有条不紊的运作。Spends timein Front Office areas during peak periods to ensure that the area is managedwell by the respective team.7.在酒店满房情况下保证服务质量,确保酒店正常运作。Maintainservice standard and ensure hotel smooth operation during hotel full housesituation.8.维护客人与同事间的良好关系。Maintainspositive guest and colleague interactions with good working relationships. 9.及时处理房态差异。与酒店信贷经理检查住店客人的消费并处理超额消费情况。Resolvediscrepant rooms immediately. Co-ordinate with the Credit Manager to review thecredit rating of in-house guests to handle high balance.10.带领紧急行动小组团队处理酒店紧急事件,例如火警,炸弹恐吓等并报告给酒店管理层。LeadEmergency Response Team to handle hotel emergency case such as fire alarm, bombthreat etc. and report to hotel management.11.完成每个班次日常工作报表并存档,未完成的工作及时交接给下一个班次。Maintain anincident logbook of all pertinent and important events throughout the entireshift to keep a permanent record of all incidents for future reference and forhandover to the next shift.12.确保夜审程序顺利进行。每晚检查房价差异报表。Ensures theNight Audit process is carried out successfully. Check rate variance reportevery night.13.不定时巡查酒店各营业点,发现问题及时现场整改并记录,必要时汇报酒店管理层。Patronhotel outlets from time to time, rectify any defects and record, report tomanagement if necessary.14.执行分派的任何合理任务和额外职责。Carries outany other reasonable duties and responsibilities as assigned. 任职要求 Qualifications1.至少三年大专或旅游管理相关专业。Minimum 3years’ college education or hospitality related qualifications.2.旅游管理相关证书。Certificatein hospitality related fields and supervisory skills preferred.3.三年以上国际品牌酒店前厅部工作经验并有一年值班经理工作经验。Minimum 3years of Front Office working experience in an international hotel environmentand one year in Duty Manager Position.4.良好的英语写作与口语能力,有良好的人际关系和与客人的沟通能力,有很好的领导和激励能力。Good written and oral English proficiency,possess good interpersonal and guest contact skills, able to lead by examplewith leadership and motivating abilities, able to communicate well with alllevels.

薪资: 5千-5.5千 经验:3年以上 企业类型:国内高端酒店/5星级
地区:江苏-无锡 食宿:提供食宿

岗位职责1.代表总经理主持酒店夜间的经营管理活动,对酒店总经理负责,并报告工作。2.负责协调和督促各部门做好夜间的各种工作。协调夜间各部门的工作关系,处理和解决发生的各种问题和突发的各类事件。3.代表总经理接待和迎送夜间到离店的重要宾客,检查有关部门做好服务工作。4.负责酒店夜间的质量管理工作。5.编写“夜间工作日记”,记录当天工作的重要情况,发现的问题及处理的意见和结果,及时递交总经理阅示。岗位要求1.大专以上学历,有同岗位工作经验3年以上。2.懂得酒店管理一般理论知识和酒店管理制度和工作规范。3.熟悉各种应急预案的内容和程序,了解接待礼仪、礼节。4.熟悉外事纪律,了解旅游法规,懂得治安、消防条例等法律、法规等基本知识。5.具有较强的组织、指挥、协调和控制等方面的管理能力,能处理宾客投诉和突发事件。6.会撰写本职范围内的应用文,语言清晰。7.能用一种外语与宾客流利交流。

薪资: 4.5千-6.5千 经验:3年以上 企业类型:全服务中档酒店/4星级
地区:海南-三亚 食宿:提供食宿

宾客关系经理

薪资: 5千-6千 经验:不限 企业类型:国际高端酒店/5星级
地区:广东-佛山

1. 能正确处理客人投拆,接待贵宾客人2. 热情有礼为客人服务,以达到客人满意度3. 每日巡视酒店区域,协助前台部工作正常运转

薪资: 4.5千-5千 经验:2年以上 企业类型:国际高端酒店/5星级
地区:云南-红河 食宿:提供食宿

Primary Responsibilities 主要职责 Maintain and Manage the Daily Lobby Operations维护和管理大堂日常运营 · Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.进行每日巡视以确保LQA在对客服务中被遵守和执行。· Attends to referred and handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to next level supervisor for necessary action and assure follow up with guests.主动关注并礼貌高效的处理客人的要求及投诉,需要时要向上一级主管汇报,并且确保及时跟进。· Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests.确保对所有忠实会员和贵宾都执行其相关接待程序和标准。· Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.明晰酒店产品知识,确保贵宾及活动信息的时效性和准确性。· Presence in the lobby area all the time, support Front Desk or Concierge operation initiatively, and ensure both colleagues and facilities/equipment are in good condition.工作期间保持在大堂区域巡视,主动协助前台和礼宾部的日常运营,并确保所有同事和运营设备的工作状态良好。· Ensure cleanliness, atmosphere and appearance of lobby and related areas.确保大堂及相关区域的清洁、氛围和外观符合品牌标准。· Check potential room revenue for any discrepancies and do necessary corrections.检查有可能产生的任何房费差异,并跟进解决。· To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned.与上一个班次进行完整而准确的交接,以确保所有待跟进事项都被记录和解决。· To ensure that an accurate Service Center and Department guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team.确保总机和部门日志的准确性,将当日发生的与客人相关的时间整理并记录,并将值班经理日志每日发送给总经理和行政团队。· Adheres to promote the health & safety policies to ensure a safe work environment.  Knowledgeable for all safety & emergency procedures, and act as key contact personnel of Emergency Response Team during certain situation.坚持并推行健康与安全政策,以确保安全的工作环境;熟悉掌握安全及紧急程序, 并在危机情况作为危机处置小组的主要联络人参与危机处理。· Verifies that all information requested by the local police authorities are adhered to and prepared accurately.确保由当地执法部门所要求的全部事项都被严格遵守并实行。· Maintains all information security standards compliance of Front Office at 100%.确保所有信息安全标准被百分之百的执行。· Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%.确保《食品安全与卫生标准》被百分之百的执行。· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.如有必要,该部门有权更改或补充该职位描述。· Carries out any other reasonable duties and responsibilities as assigned.完成任何其他合理的职责和被指派的职责。 Provide Guests’ Experiences that Exceed Guests’ Expectations为客人带来超越期待的入住体验 · Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment.寻求客人满意度反馈,并根据我们的使命宣言和人才赋权的理念来解决问题。· Coordinate the Arrival, Stay and Departure experience for all loyalty/VIP guests to ensure a seamless experience.为所有忠诚会员和贵宾提供完美无瑕的到店、居住和离店体验。· Involvement in the arrival, rooming, and departure of key/VIP guests.亲自负责贵宾的入住、房间介绍以及离店。· Be recognize with frequent guest and provide individually welcoming.认知常住客人并提供个性化的欢迎。· Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays.预知客人需求,收集客人喜好,并确保这些需求和喜好在客人入住期间会被一直满足。· Full utilization of all kinds of systems to embrace guest experience.充分利用各类酒店管理系统和软件以提高宾客体验。· Accuracy in link of reservations requirement to room allocation/guest needs.根据预订信息准确地为客人安排房间及满足合理需求。· Liaison between Front Office departments and rest of hotel effective for guest experience.在前厅部与酒店其他部门之间有效的沟通来提高宾客体验。· Focuses on the stay experience for LCAH members.致力于提升雅高乐雅会会员的入住体验。 Supervision of Departmental Daily Operation监督部门日常运营 · Conducts daily pre-shift briefings to talents on room occupancy, arrival and departures, functions/ event and special attention that is needed.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。· Responsible for guide the Front Desk team to complete daily up-selling and LCAH member enrollment target.负责指导前台团队完成前台房间销售升级和雅高乐雅会会员招募计划的每日目标。· Ensures that all Front office Policies and Procedures are adhered follow up by every section.确保前厅部各分部门都严格执行各项政策与程序。· Accomplish a set of administrative duties such as attending meeting, writing reports and other specific duties related to the job function.完成出席会议、撰写报告以及与工作职能有关的其他职责的一整套行政职责。· Ensure all accounting procedures are adhered to throughout the department.确保所有财务制度在部门内被严格执行。· Ensures clear communication within departments.确保部门内的沟通顺畅。· Carry out disciplinary actions in line with hotel procedures.按照酒店规章制度对不合适的行为采取相应措施。 Involvement in Wider Job Function Actions/Relationships进一步拓展工作职能 · Coordinates management of the Front Desk, Executive Floor, Concierge and Service Center to ensure a smooth operation and the highest level of guest satisfaction.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。· Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.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。· Understands SOP and PNP of other operation departments to oversee the hotel operation during absence of hotel management team.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。· Develop own knowledge and skills as a contributing member of the Front Office management team.发展个人的知识与技能成为前厅部管理团队的一员。 Main Complexity/Critical Issues In The Job主要复杂/关键工作事项 · Well patrol lobby, monitor all service in lobby within standard and polite way.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。· Master all emergency procedures and well handle crisis management.掌握各种应急程序,有效进行各种危机处理。· Management of the guest service experience / personalization.确保个性化服务以提升客人体验。· Professioal to handle guest complaints and record.专业的处理宾客投诉并记录汇报。· Maintain the close relationship with guest and ensure the guest is satisfy consistently.维护与客人之间亲近的关系,确保客人始终如一的满意。· Ensures high standards of personal presentation & grooming.确保始终都有高标准的个人形象和仪容仪表。· Ensure wherever possible that colleagues are provided with a work place free of discrimination, harassment and victimization.确保提供给同事们一个没有歧视、骚扰和危险的工作环境。Knowledge and Experience知识和经验 · Diploma or Degree preferably in hospitality or related field酒店管理或相关专业的本科或专科学历· Minimum two (2) years relevant experience in a similar position in a renown international hotel brand在知名国际酒店内从事至少两年类似岗位的经验· PMS and Office software knowledge熟悉并掌握Opera酒店管理系统和各类办公软件· Excellent oral and written skills in Mandarin and English优秀的中英文听说读写能力· How to manage guest experience, understands and can use reporting RPS, etc.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

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