岗位职责 1、负责酒店前厅部的接待和管理工作，熟知前厅服务设施的功能，处于完好状态。 2、进行有关的市场计划分析制定部门工作计划，完成工作报告。 3、使客房达到最高出租率，获取最佳的客房收入。 4、督导下属部门主管，委派工作任务，明确岗位责任，随时调整工作部署。 5、保持良好的客际关系，能独立有效地处理宾客投诉。 6、协助酒店与更高一级领导处理突发事件。 岗位要求 1、大专以上学历，有同岗位工作经验3年以上。 2、熟悉酒店前厅的经营管理工作，具有较强的工作责任感和敬业精神。 3、督导前厅各分部员工服务质量标准、操作流程标准并对前厅部各项工作实施全面监管。 4、有效贯彻、落实并完成部门制订的每月工作计划。 5、有较强的协调管理能力，具有一定的销售能力。 6、全面掌握前台收银方面的财务基础知识，能处理日常服务环节中所涉及到的财务方面的问题。

岗位职责 1、熟悉酒店一切规章制度、服务标准和规程； 2、 与宾客保持良好的工作关系，适时了解宾客需求，及时处理宾客诉求； 3、熟悉酒店的各种服务设施的位置、经营特色和营业时间； 4、 掌握酒店的各种会议、宴会及其他重要活动的情况，了解本市交通、商业、旅游、气象、风俗等基本情况以满足客人的问讯要求； 5、监督前台运作及公共系统使用（包括PMS/PSB等），每日报表检查，并及时纠正；按照服务规程做好留言及查询工作； 6、不断寻找工作方法，改进运作程序和服务标准。 岗位要求： 1、大专以上文化程度，英语会话熟练； 2、性格开朗、思维敏捷、工作踏实，具有较强的服务意识、推销意识和责任感； 3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范； 4、熟知本市交通旅游、文化、风俗、美食、娱乐等信息； 5、相貌端正，身体健康。 6、良好的销售技能。

·         Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure ·         监督客户关系部工作人员，以确保来宾始终得到礼貌接待及充分的注意和重视，由此实现最大的客人满意度 ·         Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service ·         监督客户关系部人员的工作，以确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照 ·         Inspects all VIP rooms prior to arrival ·         在贵宾到达前对贵宾房进行检查 ·         Greet VIP guests personally ·         亲自迎接贵宾 ·         Liaise with other departments and necessary outside contracts to ensure excellent service delivery ·         与其它部门和必要的外部承包商联系，以确保提供高质量的服务 ·         Oversee maintenance of efficient repeat guest history system ·         对高效的常客客史档案系统维护实施监管 ·         Promote Inter-Hotel sales and in-house facilities ·         促进店际销售及完善内部设施 ·         Perform such functions as to include but not be limited to: ·         行使下列功能，包括但不仅限于： o         Priority Club and regular guest welcome letters o         向优悦会会员和常客致欢迎信 o         Solicitation of Priority Club applications o         发展优悦会会员 o         Attending to special requests by guests o         回应客人提出的特别要求 ·         Develop and implement guest telephone contact systems ·         开发和应用客人电话联系系统 ·         Handle guest complaints and refer them as necessary, follows up on corrective action ·         处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进 ·         Compile, analyze and control guest relations’ costs ·         对客户关系部的成本情况进行编写、分析和控制 ·         Schedule and attend regular Priority Club training meeting in an effort to further improve on service delivery ·         计划并参加优悦会定期培训，以便进一步提高服务质量 ·         Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests ·         查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请 ·         Prepare requisitions for amenities on a timely basis ·         及时准备设备使用申请 ·         Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary ·         评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取直接的纠正措施 ·         Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations ·         组织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行 ·         Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures ·         在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日 ·         Works with Superior and Human Resources on manpower planning and management needs ·         与上级领导和人力资源部一起进行人力规划和管理需求。

岗位职责 负责星级酒店客户接待和服务工作，作为未来酒店服务专家岗位进行培养。  工作地点：深圳、杭州、西安、东莞、南京、武汉、贵阳等城市  任职条件 大专以上学历，专业不限；  五官端正，形象气质佳；  亲和力强，性格开朗，有一定的英语口语基础； 能接受酒店班次安排，并意向酒店一线服务专家岗位发展。 请注意：你的简历信息将会被我们转发到我们的第三方招聘系统进行流程使用。我们会采用合理的安全措施来保护您的个人数据安全，如您继续申请该职位，即表示您已知晓并认可我们的操作。

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，有同岗位工作经验半年以上。 2、会操作Opera系统。

PRINCIPAL RESPONSIBILITIES 主要职责 ·Be fully familiar with the room facilities and provide concise information about it to the guest during the rooming process.  要非常了解房间的设施，并在为客人介绍房间设施时可提供简明的信息。 ·Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behavior in others. 与宾客、下级、同级、上级、合作伙伴及社区建立正面及有效的工作关系，并鼓励其他同事也依照此行为准则。 ·Ensure VIP rooms are in good condition and being set-up according to Brand standard and guest’s special requirements prior the VIP's arrival. 确保所有VIP房间可以正常使用，并按照集团的标准和客人的特殊要求在客人到店前准备完好。 ·Work closely with colleagues to ensure service experience that meets the brand's requirements. 与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验。 ·Review all VIP/Brilliant by Langham members’ arrival to ensure they receive their preferred room and amenity.  要核查所有VIP和卓逸会会员的到店，确保他们优先得到舒适的房间和设施。 ·Be familiar with Opera knowledge and must be in the lobby and front office areas during their shift. 熟练掌握Opera技能，需在工作班次中服务于酒店大堂和前厅区域。 ·Have a clear general knowledge of the hotel product to allow up sell and cross sell of hotel rooms and facilities. This should include room types, food and beverage facilities, spa and health club, daily catering events and local neighbourhood information. 拥有清晰的酒店产品知识从而推销酒店更好的房型及其他酒店产品，其中包括酒店房态、餐饮设施、水疗中心、健身中心、每日宴会以及相关周边信息。 ·Welcome and farewell guests from the lobby, and greet and acknowledge guests that are waiting in the lobby. 在酒店大堂欢迎及欢送宾客，与在大堂等候的客人打招呼并作出相应反应。 ·Anticipate guest needs and handle guest inquiries in a helpful and attentive manner. 预先估计宾客的需要并用殷切有理的态度处理宾客的需求。 ·Ensure a smooth coordination between the individual sections of Front Office and Rooms Division. 确保与其他前厅各分部门及房务部建立良好的合作关系。 ·Liaise and work closely with other departments to resolve any operational issues. 与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。 ·Recognize return guests and VIPs in the hotel. 认识酒店的再次入住宾客和VIP客人。 ·Attend daily shift briefing and be fully aware of hotel operation situation. 参加每日例会并清楚了解当日酒店运营的情况。 ·Be knowledgeable on the Brilliant by Langham program，and make training plan for Brilliant by Langham program. 熟知卓逸会内容，并制定卓逸会会员知识的培训计划。 ·Be aware of their responsibilities in the event of an emergency situation. 清楚知道在紧急事件中所应承担的职责。 ·Make the training plan for the Guest Relation Staff in all facets and responsibilities. 承担起宾客关系部门所有培训责任，并组织员工在各方面的培训。 ·Control the costs effectively and achieve the targets. 制定本部门的成本控制计划，完成相应的工作指标。 ·Enforce standard of personal grooming and hygiene of the team according to hotel requirement. 确保员工的个人仪容仪表和团队的卫生安全按照酒店的规定标准执行。 ·Identify the strengths and weaknesses of respective colleagues and develop their full potential to achieve company goals. 能确认同事的优点和缺点，发展他们的潜能，以达成公司的目标。 ·Motivate, train and develop potential staff. Make developing plan for staff as necessary. 激励、培训和发展有潜力的员工。必要时，为员工指定职业发展规划。 ·Handle dissatisfied guests to resolve complaints, to all emergency situations, to medical consultation and treatment requests, to colleague accidents or conflicts take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Duty Manager log. 处理对于宾客不满意而导致投诉，对于紧急情况，处理医疗咨询和诊治要求，同事意外或者冲突，采取立即补救行动在必要时进行跟进。确保所有事件都被真实地记录在值班经理日志中以便查阅。 ·Know and carry out the Duty Manager daily job accurately. 准确并熟知值班经理的工作内容。 ·Fully understand the hotel PMS, Vingcard Systems. 理解酒店PMS和 Vingcard系统。 ·Administrative and correspondence work including responding to guests complaints or requests with 24 hours. 在24小时内处理行政和相关信件处理的工作，包括回复宾客的投诉或要求。 ·Release ‘locked’ in-room safes. 为已锁客房保险箱的解锁。 ·Provide guidance for all duty colleagues in case of any service shortfalls. 对值班同事提供引导和指导以避免服务缺失。 ·Provide a management presence in the lobby and hotel back and front of house areas for colleagues. 在酒店大堂、前区和后区，为同事们起到管理层作用。 ·Perform any duties that Management deems necessary. 必要时需执行任何工作。 REQUIREMENTS 职位要求 Education 教育学历 ·Hotel Management Education. ·酒店管理相关专业毕业。 Experience 经验 ·Minimum of three years Front Office Operation. 三年以上酒店前厅部工作经验 Computer Knowledge 电脑知识 ·Knowledge of MS office software. 相关办公自动化知识。 ·Opera 酒店Opera系统。 Language Proficiency 语言能力 ·Good command of English and Mandarin, other languages would be beneficial. 良好的英语及普通话掌握能力，掌握其他语言者优先考虑。

SCOPE 范围 •Plan, organize and coordinate the daily activities of the Front Office which includes Front Desk, The Langham Club, Concierge, business centre. Ensure an efficient and profitable operation. Maintain guest satisfaction level to the standard of the hotel. 计划，组织和协调好前厅部的日常运行，包括前台、贵宾会、礼宾部、总机和商务中心。确保有效的日常运营，维持客人对酒店的满意度。 PRINCIPAL RESPONSIBILITIES 主要职责 •Assume full responsibility for the guest arrival experience and satisfaction with room product. 对客人的到店体验和对房间产品的满意度，要担负全部责任。 •Ensure that guest’s reservation is accurately honored. 确保客人的预订是真实正确的。 •Monitor closely guest recognition to ensure guest satisfaction and generate return business. 密切关注客人的动向，确保客人的满意度以提高酒店回头生意。 •Maintain the highest standard of services and responsible for maximizing the room revenue with highest occupancy and average room rate. 保持最高标准的服务，负责住房率和平均房价以达到客房收入的最大化。 •Coach and counsel underperforming colleagues whenever necessary. 必要时培训和忠告表现不佳的同事。 •Conduct training to the Front Office Staff in all facets and responsibilities. 承担起前厅部所有培训责任，组织前厅部员工在各方面的培训。 •Ensure communication with other Langham hotel colleagues. 确保与其它朗廷酒店同事的沟通。 •Motivate, train and develop potential staff. 激励、培训和发展有潜力的员工。 •Enforce standard of personal grooming and hygiene of the team according to hotel requirement. 确保员工的个人仪容仪表和团队的卫生安全按照酒店的规定标准执行。 •Identify the strengths and weaknesses of respective colleagues and develop their full potential to achieve company goals. 能确认同事的优点和缺点，发展他们的潜能，以达成公司的目标。 •Ensure that optimum occupancy and maximum revenue are achieved while at the same time maintaining maximum guest satisfaction. 确保在达到最高入住率和最大房间收益的同时，保持客人的最高满意度。 •Ensure sufficient credit is obtained and maintained during the length of the guest’s stay. 确保有很好的信用，以保持客人住店的时间长度。 •Directs day-to-day operations of the Front Office. 指导前厅部的日常运作。 •Ensure that the procedures for guest check-in, credit establishment, room allocation and relationship building are maintained. 建立和维护确保客人的手续、信用卡、房间的分配。 •Control of all guest room allocations. 负责所有客房的分配。 •Responsible for room availability and have a thorough understanding of the occupancy forecast and its impact on the operation. 在了解酒店的入住率的基础上对房间可用性有透彻的了解与操作。 •Set up and maintain a close liaison and communication with the Housekeeping Department to ensure that the availability meets the demands of guest rooms at all times. 与客房部保持密切的沟通和联系，以确保任何入住率情况下，满足客人对豪华客房的要求。 •Ensure that VIP process is adhered to.  确保坚持VIP客人程序。 •Ensures that all VIP/ Long Staying guests are met on arrival and when appropriate, General Manager/ Resident Manager, Director of Rooms or Front Office Manager, are informed. 确保每一个贵宾及长住客在抵店时得到接待，在可能的情况下通知到酒店的总经理、驻店经理、房务部总监及前厅部经理。 •Ensure that an efficient system of communication between the Front Office and other departments is maintained, with regard to guest arrival and departure information. 对于客人的到达和离店信息确保与其它各部门保持有效的沟通。 •Ensure all staff is well informed of events happening locally and in the hotel premises. 确保所有员工充分了解酒店发生的事件。 •Supervise and control the performance, attitudes, appearance and conduct of the Front Office Staff.  监督和管理前厅员工的表现、态度和仪容仪表。 •Maintain and enforce the highest levels of service and process for the guest arrival experience. (GSS and LQA standards). 对客人的到店体验维持并执行最高水平的服务（按照GSS和LQA的标准）。 •Seek constant improvement processes and procedures in order to improve staff performance and guest satisfaction. 为提高员工的表现和客人的满意度，要做好对程序的持续改进。 •Provide leadership and direction to all colleagues whilst maximizing revenue. 领导和指导所有同事达到我们的最大收益。 •Ensure the compliance of day-to-day operation of the from office with the standard of the Quality League. 确保办公室日常的运行符合酒店的标准和质量。 •Motivate and develop subordinates and carry out appraisals as required by The Langham Hospitality Group.  按照朗廷酒店集团的要求，要激励下属，并做好员工的评估。 •Cooperate with Sales Office to ensure that the representational rooms are shown to the potential clients as required.  与销售部密切合作，以确保展示房符合客户的要求。 •Work closely with the IT Manager to ensure that the computer software is used wisely. 与电脑房经理紧密合作，确保电脑办公软件可很好的使用。 •Attend and run weekly Rooms Meeting.  出席并参与每周的房务部会议。 •Organize monthly meetings for the Front Office. 组织前厅部月会。 •Prepare different reports for internal hotel use.  准备好酒店内部要用的不同的报表。 •Be thoroughly familiar with the emergency procedures. 要十分了解紧急程序。 •Perform any duties that Management deems necessary. 必要时需执行任何工作。

【岗位职责】 1、通过训练领导和激发团队员工。 1. Make personal sales activity plan according to the group's market development plan. 2、积极地参加职业培训，让员工保持水平一致。 2, actively participate in vocational training, so that employees maintain a consistent level. 3、训导团队，提高员工水平，激励他们完成目标。 3. Instruct the team, improve the level of employees, and motivate them to achieve their goals. 4、训练和发展有潜力的员工，令其有更好的职业前景。 4. Train and develop potential employees to have better career prospects. 5、致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。 5, committed to the hotel work, provide suggestions for the development of the hotel, innovative spirit, to provide customers with quality service. 6、负责新员工的培训，使其尽快胜任工作，并告知酒店的要求。 6, responsible for the training of new employees, make them competent as soon as possible, and inform the hotel's requirements. 7、及时有效的和宾客沟通，确保给顾客及时的答复。每个客人的投诉要求必须要在二十四小时内解决。 7. Timely and effective communication with guests to ensure timely reply to customers. Every guest complaint must be resolved within 24 hours. 8、登记客人，确保客人信息完整填写并确认，按照酒店荣誉会员和飞行里程会员的要求服务和发展会员，同时确认付款方式。 8. Register guests, ensure that guest information is completed and confirmed, serve and develop members according to the requirements of hotel honorary members and frequent flyer members, and confirm the payment method. 9、将客人送至客房，介绍客房布局，确保行李及时递送等。 9. Send guests to the guest room, introduce the room layout, ensure timely delivery of luggage, etc. 10、关注客户信息和喜好，确保满足客人的要求。 10. Pay attention to customer information and preferences to ensure that guests' requirements are met. 11、作为接待VIP客人的酒店员工，要确保为客人提供人性化服务。 12, to ensure that the member customers to provide high-quality professional services, to develop customers to join the member. 12、确保为会员顾客提供优质专业的服务，发展客人加入会员。 12, to ensure that the member customers to provide high-quality professional services, to develop customers to join the member. 13、和销售，预定和商业发展团队共同为客人提供服务 13, and sales, reservations and business development teams to provide services to guests 14、及时准确的将客人的信息录入公安报告系统。 14. Timely and accurately input the customer's information into the public security reporting system. 15、遵循酒店品牌标准。 15. Follow hotel brand standards. 16、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。 16, understand the latest information of the area around the hotel, attractions, scenery, etc., to provide convenience for customers. 17、确保前台和其他部门间的沟通交流，特别是客房部，餐饮部等。 17, ensure the communication between the front desk and other departments, especially the room and beverage department.

·         Conducts shift briefings to ensure hotel activities and operational requirements are known ·         进行有效的交接班简报工作，以明确酒店活动和运营要求 ·         Supervise front office operations during assigned shift including: ·         在当班期间监督前厅部运营情况，包括： o      Maintenance of guest information 维护客户信息 o      Maintenance of information about local events o      维护当地活动的信息 o      Compile occupancy statistics o      统计入住情况 o      Supervise the use of the PMS o      监督酒店管理系统系统的使用 o      Supervise group bookings o      监督团组预订情况 o      Assisting with serious complaints o      协助解决严重投诉问题 ·         Supervise cashiering activities during shift including: ·         在当班期间监督收银活动，包括： o      Cash handling and banking procedure o      现金处理和银行业务程序 o      Dealing with irregular payments o      处理非法支付情况 o      Instructing staff in credit policies and facilities o      就信用政策和设备对员工进行指导 o      Instructing staff in cash security procedures o      就现金安全程序对员工进行指导 o      Carry out debtor control o      实施应收帐款控制 o      Prepare reports o      准备财务报告 o      Supervise the cashiering system o      对收银系统实施监管 ·         Works with Superior and Human Resources on manpower planning and management needs ·         与上级领导和人力资源部一起进行人力规划和管理需求。 ·         Works with Superior and Director of Finance in the preparation and management of the Department’s budget. ·         与上级领导和财务总监一起编制和管理部门预算。 ·         Complete other tasks assigned by department manager/direct leader. ·         完成部门经理/直接上级交代的其他工作。

【岗位职责】 1、 熟悉酒店一切规章制度、服务标准和规程。 2、 与宾客保持良好的工作关系，适时了解宾客需求并及时准确地反映到相关部门。 3、 与同事和其他部门保持良好的工作关系。 4、 熟悉酒店的各种服务设施的位置、经营特色和营业时间。 5、 掌握酒店的各种大型会议、宴会及其他重要活动的情况，了解本市交通、商业、旅游、气象、风俗等基本情况以满足客人的问讯要求。 6、 按照服务规程做好留言及查询工作。 【岗位要求】 1、大专以上文化程度。 2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识和责任感。 3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。 4、熟知本市交通旅游、文化、风俗、美食、娱乐等到信息。 5、相貌端正，身体健康。

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.具有饭店专业或相关专业大学学历者优先考虑 2.至少三年以上前厅部主管工作经验。 3.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。 4.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。 5.注重细节，工作有责任心，敢于承担责任，执行力较强。 6.有上进心和良好的学习能力和抗压能力。

1.      The Welcomer Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to Mercure Shanghai South. 欢迎大使经理要负责贵宾的迎接和引领工作。要确保重要客人抵达酒店时感觉舒适并受到了热情的欢迎。 2.      To promote the Accor loyalty program to the guest according to the yearly target. 根据年度指标向客人推荐雅高集团忠诚计划方案 3.      To promote the Accor customer survey program to the guest according to the monthly target 根据月度指标向客人推荐雅高客户满意度调查系统 4.      The Welcomer Manager is responsible for the security control of all hotel key’s rent whilst on duty. 在当班时，欢迎大使经理根据安全需要负责控制整个酒店的钥匙借用。 5.      Responsible for security checks of the entire hotel and its equipment on a regular basis each day/evening. 每天/晚需要负责进行整个酒店的安全和日常的设备检查工作。 6.      Handle and follow up the room discrepancy report. 处理房态差异报表并跟进。 7.      Handle and follow up the High Balance report. 处理客人房间押金不足的催款工作。   8.      Arrange to escort for illness or accident guest. 为生病或发生意外事故的客人安排护送或送医事宜。 9.      Responsible for the guest values Lost and Found. 负责客人贵重物品遗失的处理工作。 10.   Organize,develops training plans and implements training sessions for all staff within the section on a regular basis. Hold a section meeting in regular. 组织实施员工的培训工作。负责员工的日常培训，制定培训计划，定期召开部门讨论会。 11.   Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty 负责解决当班期间发生的安全问题。 12.   The Welcomer Manager is to ensure and oversee that the Receptionist shift procedures/duties are completed on time and are procedurally correct. 欢迎大使经理要负责监督接待员、收银员及时准确地完成本职的日常工作。 13.   To ensure that computer reports are done as scheduled. 要确保日常电脑报告的完成。 14.   To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained. 负责向其它班次协调交班记录上需要沟通的事项。 15.   To assist all area in the Front Office Dept. whilst on duty as required. 在当班时间根据需要协助前厅部所有岗位的工作。 16.   Brief incoming Welcomer Manager on items to be followed-up. 向接班的欢迎大使经理简要介绍需要落实的有关事项。 17.   Maintain daily an accurate record in the Welcomer Manager logbook of items and incidents which may be of concern to management and /or which may require further attention. 如果是管理层需要的或日后可能需要注意的事情，要如实地记录在交班记录本上。 18.   To assist as required/requested with the solving of any guest complaints/upsets. 根据需要协助解决客人的投诉和问题。 19.   The Welcomer Manager is responsible for action fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty. 欢迎大使经理要负责执行防火和安全条例，在当班时一旦发生火灾或安全问题要同酒店的高级管理人员联系。 20.   Responsible for the timely hand-over, briefing by outgoing/in coming 负责及时向接班的欢迎大使经理作简要的交班。 21.   To ensure that you as a Welcomer Manager are constantly aware of and ‘up-to-date’ with all happenings and operations within the hotel It is vital that you have an obvious presence throughout the hotel, and be visible public areas whilst on duty. 作为一名欢迎大使经理，要始终密切关注饭店的运作和发生的所有事情。当班期间，必须   巡视饭店的各个公共区域和各部门。 22.   Responsible for ensuring clear and constant communication lines are kept with all staff and hotel department 要负责同所有的员工和饭店的各个部门保持良好的沟通。 23.   Responsible for providing change to other departments and the correct balancing of the main safe float 负责同其它的部门换钱并要保证备用金的安全和准确。 24.   Ensure that you as a Welcomer Manager are completely aware of all hotel's services and facilities, outlet operating hours and scope of service. 作为欢迎大使经理要始终关注酒店的服务质量和设施设备以及餐厅的良好运转。 25.   Responsible for ongoing pertinent/relevant logbook communication to other shifts/departments 负责向其它班次/部门协调交班本上有关需要沟通的事项. 26.   To acquire through training provided a comprehensive knowledge of Hotel Property Management System (OPERA), PABX System 通过培训，要掌握酒店电脑系统(OPERA)、交换机系统的综合知识。 27.   Responsible for adhering to staff rules and regulations as detailed in Mercure Shanghai South’s staff handbook. 督促并监督员工要遵守酒店的店规店纪和员工手册。 28.   Responsible for managed the valued safety box. 负责管理客用贵重物品保险箱。 29.   It is the first responsible person to maintain and manage all facilities and materials. 部门所有设施设备和物资的维护保养和管理的第一责任人。 30.   Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel. 观察客人日常行为和活动，消除客人的不满并且同客人以及饭店的客户建立起友好的关系。 31.   Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs. 通过细致入微的管理改善饭店的运作，特别是提高服务标准，以使饭店增加收入、减少损失。 32.   The Welcomer Manager is to ensure all staff on duty are at all times immaculately groomed and wear correct and complete uniform. 欢迎大使经理要确保所有员工在当班时始终保持恰当的仪容仪表和穿着正确的制服。 33.   Ensures all staff is present at roster times in the appropriate departments. 确保所有的员工准时出勤。 34.   The Welcomer Manager must be fair and just in any staff disciplinary action required whilst on duty. 当班时，欢迎大使经理要公正地评判任何员工的违纪行为。 35.   Ensures that all staff behavior, personal grooming and service skills are in line with hotel standards 要确保所有员工的日常行为，个人的仪容仪表和服务技能要符合酒店的标准。 36.   Carries out other tasks as directed by supervisor 完成上级交代的其他任务。 完成/跟进领导指派的其他工作，参与酒店群内的内部支援。

reception of foreign guests（外宾接待）。这个岗位隶属于公司的前厅部，是企业形象的代表，因此对于员工的形象气质有较高的要求。外宾接待的主要职责包括外宾来访及登记的接待、电话转接、迎候外宾、判断外宾意向以及办理相关手续等。还需要处理外宾在酒店内遇到的问题和需求，并提供相应的服务和必要的协助。此外，外宾商务接待还需具备良好的英语水平、流利的英语口语表达能力，以及较强的保密意识，并且熟练掌握办公自动化设备和办公软件。

岗位职责 1.协助酒店高级管理层负责及整个酒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.大专及以上学历，有同岗位工作经验1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（Opera），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。

岗位职责： 1.维护顾客档案和信息，确保预订的有效性和准确性。按照客人的预定或喜好安排房间，并做详细目录管理。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。。 2.熟悉酒店房间形态，所有优惠价和促销活动以及荣誉客会会员内容 。 3. 在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。采取必要行动，及时有效的处理顾客的不满，适当的时候告知服务经理。回访客人，确保客人对解决方法满意。 4.负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票。 5. 负责团队抵店前的准备工作，确认团队总帐单以确保正确收款。 6.负责遵守酒店政策与服务程序，正确完成客人离店手续。 7.沉着冷静的应对和处理各类客人投诉。 8.与所有部门保持良好的协作关系，特别是客房部与预订部.检查房态差异报告以及维修房状态，确保随时保持正确的房间状态信息。   任职要求： 1. 良好的英文口语表达沟通。 2. 能快速有效的运用酒店前台操作系统。 3. 擅长于处理宾客关系，能快速有效的应对各种问题，提高宾客满意度。 4. 能在强压下胜任工作，2年以上国际联号酒店前台工作经验者优先。

PRINCIPAL RESPONSIBILITIES 主要职责 ·Work closely with colleagues to ensure service experience that meets the brand's requirements. 与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验。 ·Execute job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook. 根据拟定的规定条例以及公司员工手册执行其职责范围内的工作。 ·Ensure Front Desk area up to standard and all operating equipment is well-maintained. 确保前台区域符合标准，所有营运设备运作正常。 ·Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour. 展现诚实、可靠、规范及专业的工作礼仪。 ·Build positive and productive working relationships with customers, subordinates, peers, superiors, business partners, and the community; encourage this behavior in others. 与宾客、下级、同级、上级、合作伙伴及社区建立正面及有效的工作关系，并鼓励其他同事也依照此行为准则。 ·Accept personal responsibility and accountability for achieving results within targeted timelines; ensure clear authority and accountability for results by others. 在规定的时限内承担相应的责任及义务从而完成任务，并清晰其他职务的权限及责任。 ·Ensure all tasks are carried out accurately, efficiently and within the allocated timeframes for each task. All tasks must be closed in the FCS system once completed. 在指定的时间内准确、有效地执行每一个任务，一旦完成后，所有任务都必须在FCS系统中被关闭。 ·Be fully knowledgeable about the hotel facilities, functions and local area information. 熟知酒店设施，功能及当地区域信息。 ·Ensure a smooth coordination between the individual sections of Front Office and Rooms Division. 确保与其他前厅各分部门及房务部建立良好的合作关系。 ·Liaise and work closely with other departments to resolve any operational issues. 与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。 ·Promote the free flow of information; encourage the open expression of ideas and opinions. 促进信息的流通，鼓励开放的思想和看法。 ·Work collaboratively with others to achieve common goals and objectives; serve effectively in both team member and team leader roles; promote collaboration & teamwork in others. 共同协作以达到共同的目标和目的，有效展现团队成员及团队主管的角色，促进协作。 ·Ensure all team members report to work on time as scheduled. 确保所有团队同事按照安排准时上班。 ·Complete the performance appraisal process for colleagues as required, and ensure all appraisals have clear and accurate feedback and SMART objectives for the next 6–12 months. 完成员工表现评估，确保所有的评估都得到清晰准确的回馈，并能客观地制定跟进计划。 ·Knowledge of and educate others about how one's work aligns with the overall business/brand strategy, and ultimately shareholder value. 指导其他同事如何工作从而与整体业务与品牌战略保持一致，最终体现股东价值。 ·Understand the meaning and implications of key internal and external financial indicators. 理解内部和外部财务指标的意义及影响。 ·Add value through operational efficiency through process improvement; understand and focus on the key drivers of sales, colleague and customer satisfaction, profitability, and quality. 通过收入的增长和有效的运作提升价值，理解并关注销售、同事和宾客的满意度，收益和质量的关键。 ·Be familiar with hotel emergency procedures e.g. fire alarm and take charge during emergency situations. 熟悉酒店紧急情况如火警的处置程序，并负责紧急情况的处理。 ·Perform accurate registration of arriving guests according to the hotels standards & procedures and guest reservation information and preferences. 遵循酒店规定，宾客预定信息及喜好，准确地为入店宾客提供入住登记手续。  ·Perform accurate cashiering duties for departing guests according to the hotel standard & procedures while using and balancing their individual house bank. 遵循酒店关于收银员管理个人备用金的规定，准确地为离店宾客办理结账业务。 ·Up sell and cross sell of hotel rooms and facilities to maximize revenue. 推销酒店其他房型及其他产品从而最大化增加酒店收入。 ·Conduct foreign currency exchange for in house guests. 为住店宾客提供外币兑换业务。   ·Handle pre-block room for VIPs or other special attention guests. 处理VIP客人及其他需特殊照顾宾客的提前入住登记工作。 ·Attend to all guest enquiries with poise in a helpful and professional manner. 用乐意和专业的态度应答宾客所有的询问。 ·Be familiar with hotel room configuration, all special rates & programs and the Brilliant Program. 熟悉酒店房间形态，所有优惠价和促销活动以及朗廷卓逸会内容。 ·Understand the hotel PMS in regards to Front Desk operation. 理解酒店使用系统中有关前台营运的知识。 ·Attend daily shift briefing and be fully aware of the on-day room’s situation. 参加每日例会并全面了解当日房态情况。 ·Handle city ledger payments. 处理挂账。 ·Handle on day walk in reservation requests. 处理无预定宾客前来登记及宾客的其他要求。 ·Update guest profiles accurately in the hotel PMS and registration cards. 准确地在酒店系统中更新宾客的资料以及填写宾客入住登记卡。 ·Work closely with other departments to ensure a seamless service flow for the guests to maximum guest satisfaction. 和其他部门紧密合作以确保为宾客提供无可挑剔的服务从而最大化提高宾客满意度。 ·Understand their role in an emergency situation in the hotel. 理解在酒店遇到紧急情况时应充当的角色。 ·Attend assigned training sessions on time and as scheduled. 依照安排准时参加培训课程。 ·Ensure attendance to work is on time as scheduled. 按照班表安排准时上班。 ·Work over night shifts as required. 根据需要出勤夜班。 ·Maintain the tidiness of the Front Desk and replenishment of stationery and other collateral items. 保持前台整洁，及时补充文具和其他用品。 ·Balancing of all cash float at the end of each shift. Any discrepancy must be immediately reported to Duty Manager/Front Desk Manager. 每个班次结束后确保现金无误，任何差异必须及时向当班大堂经理或前台经理汇报。 ·Basic clerical or administrative work. 基础的行政或文员的工作。 ·Perform other duties as assigned by the management. 在管理层的安排下承担其他工作职责。   REQUIREMENTS 职位要求   Education 教育学历 ·Certificate/Diploma/Bachelor in Hotel Management. 酒店管理类证书/学历证明/学士学位证明。   Experience 经验 ·Three years Front Desk working experience, preferably in hotel industry. 三年相关的酒店前台工作经验。   Job Skill/Knowledge 工作技能/知识 ·Out-going personality. 性格开朗。 ·Good communication skills. 良好的沟通技巧。 ·Office administration experience. 办公室行政经验。   Computer Knowledge 电脑知识 ·Knowledge of MS office software. 相关办公自动化知识。 ·Opera PMS. 酒店Opera系统。 ·FCS. FCS系统。   Language Proficiency 语言能力 ·Good command of English and Mandarin, other languages would    be beneficial. 良好的英语及普通话掌握能力，其他语言掌握者优先考虑。

代表总经理处理客人投诉，接待VIP，处理突发事件，确保为所有客人提供优质服务并且稳定而持续，在工作中发现不足改进工作，保证前台部位各项工作有效进行，并提供帮助和支持。

岗位职责 Job responsibility 1.确保自己的服饰、发型整洁、淡妆等方面全部符合规定的要求。 Make sure your clothes, hair and makeup are all in line with the rules 2.查看交班记录，了解上一班的移交事项，并负责处理。 Check the shift record, understand the last shift handover, and responsible for handling 3.熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动。 Familiar with the reservation information, understand the customer situation, especially to remember the names of the coming guests, frequent guests, know all the activities of the hotel 4.熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益。 To be familiar with the hotel's policies on room sales, to promote rooms to hotel guests, strive for the best economic results 5.良好的英语能力以及沟通技巧，熟练总台各项专业业务和技能，搞好对客服务。 Good command of English and communication skills, familiar with all kinds of professional services and skills, good customer service 6.熟练掌握店内外信息，提供准确的问讯服务。 familiar with the information inside and outside the store and provide accurate inquiry service 7.负责为下榻酒店的宾客办理入住登记手续 Check in all hotel guests 岗位要求 Job requirements 1.大专以上文化程度，懂得英语。 College degree or above, good command of English 2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感。 Cheerful personality, flexible mind, practical work, with a strong sense of service, marketing awareness and sense of responsibility 3.通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。 Familiar with the hotel's guest policies, facilities and services, as well as the level and specifications of the front desk

岗位职责 Job responsibility 1.确保自己的服饰、发型整洁、淡妆等方面全部符合规定的要求。 Make sure your clothes, hair and makeup are all in line with the rules 2.查看交班记录，了解上一班的移交事项，并负责处理。 Check the shift record, understand the last shift handover, and responsible for handling 3.熟悉预订资料，了解客情，尤其要记住即将来店的贵宾、常客的姓名，了解酒店的所有活动。 Familiar with the reservation information, understand the customer situation, especially to remember the names of the coming guests, frequent guests, know all the activities of the hotel 4.熟悉酒店有关客房销售的各项政策，向来店宾客推销客房，努力争取最好的经济效益。 To be familiar with the hotel's policies on room sales, to promote rooms to hotel guests, strive for the best economic results 5.良好的英语能力以及沟通技巧，熟练总台各项专业业务和技能，搞好对客服务。 Good command of English and communication skills, familiar with all kinds of professional services and skills, good customer service 6.熟练掌握店内外信息，提供准确的问讯服务。 familiar with the information inside and outside the store and provide accurate inquiry service 7.负责为下榻酒店的宾客办理入住登记手续 Check in all hotel guests 岗位要求 Job requirements 1.大专以上文化程度，懂得英语。 College degree or above, good command of English 2.性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感。 Cheerful personality, flexible mind, practical work, with a strong sense of service, marketing awareness and sense of responsibility 3.通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。 Familiar with the hotel's guest policies, facilities and services, as well as the level and specifications of the front desk

【岗位职责】 1、直接负责礼宾部的工作。 2、对酒店的宾客提供礼貌专业的服务；协助重要宾客的入住和离店。 3、管理行李房，确保所有的行李有行李标签并且安全存放在合适的位置。 4、负责所有的特殊事情和酒店服务的有关信息的公告。 5、确保工作区域内的所有设备处于良好工作状态。 6、参与员工的培训工作。负责员工的日常培训，制定培训计划。 7、宾客有要求时，为预计离店的宾客安排出租车、机场班车的服务。 【岗位要求】 1、大专以上学历 2、身体健康，品貌端正，形象气质佳。 3、优秀的组织管理能力。 4、优秀的交际能和沟通技巧。 5、善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

1. Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity   随时以友好和乐于协助的态度迎接客人，并尽量了解和称呼客人的名字。 2. Registers and rooms all arrivals according to established procedures 按照既定工作程序为所有来客登记并安排房间。 3. Maintains intimate knowledge of departmental standards and procedures  熟知部门标准工作程序。 4. Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation 履行入住、退房和换房手续，并确保所有资料都按照预订情况完整的输入酒店电脑系统。 5. Maintains cashier float and ensures accurate daily report of all money received 保持库存现金限额并保证每日对所收现金进行准确报告。 6. Assists hotel guest’s currency exchange 为酒店客人进行外汇兑换。 7. Keeps abreast of all modifications to accounting policies and procedures 随时留意会计政策和工作程序的变化 。 8. Responsible and attends to guest’s request of using the service of safety box at all times 随时负责回应客人关于使用保险箱服务的要求。 9. Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs. 熟知所有特别促销活动，如：季节性套餐计划、常客优惠计划以及洲际酒店集团忠实方案。 10. Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist 处理客人的投诉、问询和请求，如果自己无法提供协助，则将问题转给主管和经理助理 。 11. Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels 熟悉洲际酒店和度假村集团的其它成员酒店，以便当客人在登记卡上写出以后要去的目的地时可以游说其在另一家洲际酒店集团成员酒店进行提前预订。 12. Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service 尽一切努力确保客人在离店时会对酒店的服务有很好的印象。 13. Performs the audit balances and prepares all works for audit in an orderly fashion 执行审计结余，并为审计工作进行各项有序的准备。 14. When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival 在值班时检查夜班报告，准备早班报告，并为客人的到来准备各种必要的表格。 15. Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems 全面了解标准的预订工作程序，包括如何正确使用表格，如何读电传、电子邮件和留言，以及如何在预订系统内对房源情况进行解读。 16. Maintains exemplary department standards of behavior and appearance and attitude as expected in a IHG Brand  按照洲际酒店集团品牌的预期保持自己行为、外表和态度的高标准。 17. Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times 随时保持前台工作区域的整洁和有序，并以此作为自己的个人兴趣和骄傲 。 Required Skills – 技能要求 • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. • 拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。 • Able to read and write English • 能够读写英语 • Proficient in the use of Microsoft Office and Front Office System • 熟练使用微软办公软件和前台系统 Experience – 经验 • 1 year experience in guest / customer service, or an equivalent combination of education and experience.   • 拥有1年宾客服务部工作经验，或与此相当的教育和相关工作经验结合的背景。

·         Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity  ·         随时以友好和乐于协助的态度迎接客人，并尽量了解和称呼客人的名字。 ·         Registers and rooms all arrivals according to established procedures ·         按照既定工作程序为所有来客登记并安排房间。 ·         Maintains intimate knowledge of departmental standards and procedures ·         熟知部门标准工作程序。 ·         Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation ·         履行入住、退房和换房手续，并确保所有资料都按照预订情况完整的输入酒店电脑系统。 ·         Maintains cashier float and ensures accurate daily report of all money received ·         保持库存现金限额并保证每日对所收现金进行准确报告。 ·         Keeps abreast of all modifications to accounting policies and procedures ·         随时留意会计政策和工作程序的变化 。 ·         Responsible and attends to guest’s request of using the service of safety box at all times ·         随时负责回应客人关于使用保险箱服务的要求。 ·         Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs. ·         熟知所有特别促销活动，如：季节性套餐计划、常客优惠计划以及洲际酒店集团忠实方案。 ·         Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Guest Service Manager if he/she unable to assist ·         处理客人的投诉、问询和请求，如果自己无法提供协助，则将问题转给主管和宾客服务经理 。 ·         Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels ·         熟悉洲际酒店和度假村集团的其它成员酒店，以便当客人在登记卡上写出以后要去的目的地时可以游说其在另一家洲际酒店集团成员酒店进行提前预订 。 ·         Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service ·         尽一切努力确保客人在离店时会对酒店的服务有很好的印象。 ·         Performs the audit balances and prepares all works for audit in an orderly fashion ·         执行审计结余，并为审计工作进行各项有序的准备。 ·         When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival ·         在值班时检查夜班报告，准备早班报告，并为客人的到来准备各种必要的表格。 ·         Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems ·         全面了解标准的预订工作程序，包括如何正确使用表格，如何读电传、电子邮件和留言，以及如何在预订系统内对房源情况进行解读。 ·         Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand ·         按照洲际酒店集团品牌的预期保持自己行为、外表和态度的高标准。 ·         Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times ·         随时保持前台工作区域的整洁和有序，并以此作为自己的个人兴趣和骄傲 。 ·         Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard ·         力争保持酒店的高标准，特别注意洲际酒店集团忠实计划会员及其它贵宾的重要性，并重视酒店的健康和安全隐患等问题。 ·         Complete other tasks assigned by department manager/direct leader. ·         完成部门经理/直接上级交代的其他工作。

岗位职责 1、管理所负责区域的正常运转。 2、管理岗位员工，安排岗位的工作班次和时间。 3、确保礼宾部交班本上记录的每一件事情都已经落实，记录未完成的工作交给下一个班次。 4、确保所接收的行李和包裹的安全，存放在合适的地方。 5、管理行李房，确保行李房干净、接收、存放行李及宾客的遗留物品的处理。 岗位要求 1、专科以上学历，有同岗位工作经验2年以上。 2、工作认真、作风细致、吃苦耐劳、反应灵活。

岗位职责 1.确认所有的叫早电话已经被记录并且落实。 2.有效地管理本市和长途电话设备以及接线员处理电话的礼貌,确保有效的总机服务。 3.管理对客留言和传呼服务,确保留言转接服务设施的有效运转。 4.对内部工作程序,员工考勤，三个班次的运转的组织和内部管理。 5.熟悉酒店的所有分机号码。 6.更新各种问讯资料。 岗位要求 1.大专及以上学历。 2.通晓酒店的服务设施、各营业点的服务项目、服务时间以及收费标准，掌握总机房所有设备的操作程序，机器性能。 3.口齿清楚，音质优美，待人热情，工作负责。 4.必须会说和听懂宾客使用的主要语种，英语流利。