【岗位职责】
1. 负责当班期间前台所有业务的统筹协调，涵盖宾客入住登记、退房结算、预订确认、行李寄存 / 运送、总机转接等全流程，确保各环节符合酒店 SOP（标准操作流程），避免流程卡顿（如高峰时段入住排队超时、退房账单争议等）。
Be responsible for the overall coordination of all front desk operations during the on-duty period, covering the entire process including guest check-in, check-out settlement, reservation confirmation, luggage storage/delivery, and switchboard transfer. Ensure each link complies with the hotel's SOPs (Standard Operating Procedures) and avoid process delays (such as prolonged queues during peak check-in hours, disputes over check-out bills, etc.).
2. 监控前台关键运营指标（KPI），如 平均入住时长退房结算准确率行李服务响应时间，及时优化流程（例如在旅游旺季增开临时登记窗口、调配行李员支援）。
Monitor the front desk's key performance indicators (KPIs), such as average check-in time, check-out settlement accuracy rate, and luggage service response time, and optimize processes in a timely manner (e.g., opening temporary check-in counters and deploying additional bellhops for support during peak tourism seasons).
3. 实时核对酒店房态（Occupied/Empty/Clean/Dirty 等），与客房部同步 待清洁房已清洁房 状态，确保 可售房 及时释放，避免因房态错误导致 超售 或 空房浪费。
Real-time verification of the hotel's room status (such as Occupied, Empty, Clean, Dirty, etc.) and synchronization of the status of rooms to be cleaned and cleaned rooms with the Housekeeping Department to ensure the timely release of available rooms and avoid overbooking or unused room waste caused by incorrect room status.
4. 礼貌且高效地处理线上、线下的（包括内部及外部）客人的投诉和建议，并跟进确保问题圆满解决，确保客人的满意度达到酒店的目标要求。
Handle online and offline complaints and suggestions from guests (both internal and external) politely and efficiently, follow up to ensure satisfactory resolution of issues, and guarantee that guest satisfaction meets the hotel's target requirements.
5. 处理前厅突发情况，如客人突发疾病、物品遗失、设备故障、安全事件等，确保响应及时、处置合规，保障客人与酒店安全。
Handle emergency situations in the front office, such as guests suffering from sudden illnesses, lost items, equipment failures, and safety incidents. Ensure timely response and compliant handling to safeguard the safety of guests and the hotel.
6. 通过员工综合技能的运用，综合工作的分派及灵活的工作时间安排，以优化工作流程，提升员工的工作效率。
By utilizing employees' comprehensive skills, coordinating work assignments, and arranging flexible working hours, the work processes can be optimized and employees' work efficiency can be improved.
7. 确保前台业务符合法律法规与酒店制度，如严格执行 实名登记 政策，杜绝 无证入住；监督发票开具合规，管理前台备用金与营收，确保资金安全。保存当班期间的运营记录，定期提交给前厅部经理，为部门复盘与管理决策提供数据支持。
Ensure that front desk operations comply with laws, regulations and hotel policies, such as strictly implementing the real-name registration policy to eliminate check-in without valid identification; supervise the compliance of invoice issuance, manage the front desk petty cash and revenue, and ensure fund security. Keep the operation records during the on-duty period and submit them to the Front Office Manager regularly to provide data support for the department's review and management decision-making.
8. 密切关注客户需求和市场动态，根据客人的反馈和需求调整、创新服务内容，提升客人的体验感。
Pay close attention to customer needs and market dynamics, adjust and innovate service content based on customers' feedback and demands, so as to enhance customers' sense of experience.
9. 监督并协助招聘筛选部门的所有员工，确保部门负责人遵守酒店的招聘原则，依据岗位相关要求来选择员工。
Supervise and assist all employees in the recruitment and screening department, ensuring that department heads abide by the hotel's recruitment principles and select employees in accordance with the relevant requirements of the positions.
10. 监督前厅部所有员工的按时出勤和仪容仪表，确保他们根据酒店的仪容仪表规范，着装整齐并保持高标准的个人卫生及形象。
Supervise the punctual attendance and appearance of all employees in the Front Office, ensuring that they are neatly dressed and maintain a high standard of personal hygiene and image in accordance with the hotel's grooming regulations.
11. 配合前厅部经理，给出部门员工年度职业发展建议，协助他们完成职业发展目标。确保他们同样对他们的员工进行绩效评估。
Cooperate with the Front Office Manager to provide annual career development suggestions for the department's employees and assist them in achieving their career development goals. Ensure that they also conduct performance evaluations for their own staff.
12. 领导和激励团队，建立积极向上的工作氛围，提高员工的工作满意度和忠诚度；鼓励员工开拓创新的精神，并认可他们所作出的贡献。
Lead and motivate the team, foster a positive working atmosphere, enhance employees' job satisfaction and loyalty; encourage employees' pioneering and innovative spirit, and recognize their contributions.
13. 执行健康及安全法规、政策及程序。
Implement health and safety regulations, policies and procedures.
14. 执行酒店安全及紧急情况政策及程序。
Implement hotel safety and emergency policies and procedures.
15. 熟悉酒店安全、急救及消防紧急情况程序。
Be familiar with hotel safety, first aid and fire emergency procedures.
16. 确保员工充分的理解并遵守员工手册内容。
Ensure that employees fully understand and comply with the contents of the employee handbook.
【岗位要求】
1. 大学专科及以上学历。
College diploma or above.
2. 至少2-3年酒店相关岗位工作经验。
At least 2-3 years of relevant work experience in hotels.
3. 熟练使用电脑办公软件。
Proficiency in using computer office software.
4. 良好的中英文读写能力
Chinese and English reading and writing skills is good.
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