Job Description职位简介
· Lead guest
service staff to provide effective and satisfying service to customers, so as
to achieve the standards of Ascott.
带领前厅部员工提供给客户有效及满意的客户服务，使之达到雅诗阁的标准要求。
Major Responsibility主要工作职责
· To
ensure the full implementation of guest service and "crisis
management" policies and procedures formulated by Ascott Limited, as well
as doing necessary supplement and completion according to the actual situation
of the property.
确保雅诗阁所制定的前厅部及《危机管理》的政策及程序完全落实并结合本物业的实际情况进行必要的补充及完善。
· Responsible
for supervision the daily check-in, check-out, cash advance or cash received
upon check out, reservation, greeting work done by guest service staff.
负责对前厅部员工处理日常入住，退房，现金管理，预定及接待工作进行监督。
· Appropriately
arrange normal work and rest schedule for guest service staff.
安排好前厅部员工的正常作息时间。
· Ensure
the guest service present a professional image of companies and individuals in
their daily work and good customer service.
确保前厅部员工在日常工作及对客服务中体现良好的公司和个人专业形象。
· Maintain
the good communication and coordination with all hotel partners.
保持各酒店合作方的良好沟通和协调。
· Properly
and timely deal with customer requirements, inquiries and complaints. If
necessary, promptly report to their superiors.
妥善和及时处理客户的要求、询问和投诉。如有需要，及时向上级汇报。
· Ensure
that key risks arising from Guest Services activities are proactively
identified, assessed, monitored, reported and resolved
确保主动识别、评估、监控、报告和解决前厅部活动产生的关键风险。
· Ensure
compliance with Ascott and related policies, procedures and standards.
确保并遵守雅诗阁相关的政策、程序和标准。
· Be
a property manager on duty on a regular basis.
定期担任物业值班经理。
· Periodical
training to all department staff. Plan and roll out Guest Service training
programme (OJT).
定期对前厅部员工进行必要的培训。计划并执行前厅部培训项目（在岗培训）。
· In
compliance with the Ascott Group's Environmental Health and Safety (EHS)
guidelines and policies, pay attention to energy conservation and the safe
operation in daily work.
遵守集团的环境健康安全方针政策，日常工作中注意节能和安全操作。
· Any
other tasks assigned by supervisor.
完成领导交办的其他工作。
Requirements资质需求
· Degree or above,
major in hotel management, tourism or graduate in language related disciplines;
本科以上学历，酒店管理、旅游类或者语言类专业毕业；
· More
than 3 years work experience in reception department of serviced apartment/star
hotels;
具有3年以上服务公寓/星级酒店前厅管理工作经验；
· Good
communication skills, good English / Japanese / Korean capabilities;
良好的沟通能力，具备良好的英语/日语/韩语能力；
· Good
grooming, familiar with workflow of reception;
良好的仪容仪表，熟悉前厅工作流程；
· Good
communication skill, able to work under pressure.
善于沟通，能够承受工作压力。
