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薪资: 3千-4千 经验:2年以上 企业类型:国际高端酒店/5星级
地区:四川-成都

岗位职责全面负责行政楼层工作,督导行政管家为客人提供入住、就餐、商务、离店等全程服务。1.全面管理行政楼层的服务工作,做好行政管家培训和考核工作。2.检查行政管家的仪容仪表、礼节礼貌,严格考勤,严格执行服务程序与规范。3.掌握贵宾楼层的房态,宾客的情况和必要的信息。4.迎接并送行每一位VIP客人,拜访行政楼层客人,反馈客人意见与建议。5.与相关部联系并协调工作,确保服务的快捷与效率。6.及时阅读并处理客人与行政楼层之间的信函;发现问题及时向经理报告,及时得到妥善处理。7.保证行政客房的清洁水平。8.督导行政管家做好客史档案工作。9.了解饭店业行政接待情况,不断完善服务品质与项目。10.了解员工动态,调动员工积极性。11.阅读并填写交接班日记。12.定期总结工作,分析各种数据并上报。13.完成上级交办的其它工作。14.遵守国家法律和饭店规章制度。岗位要求1.教育:具有大专毕业学历或同等以上文化程度。2.经验:有二年以上五星级客房管理工作经验或两年以上五星级行政楼层工作经验,熟悉客房服务流程、标准,会使用Opera系统。3.技能:持有饭店英语高级证书或四级以上英语水平,善于与客沟通,有较强的协调组织能力,可合理的为解决客人问题。4.自然条件:女性为宜,身体健康,相貌端庄,举止大方;20--30周岁;1.60米以上。5.培训:参加过集团管理干部班培训且成绩合格者。

薪资: 2.6千-2.8千 经验:1年以上 企业类型:国际高端酒店/5星级
地区:四川-成都 食宿:提供食宿

1.按照凯宾斯基饭店LQA标准程序,以有好礼貌的态度为抵店客人办理入住登记和离店客人办理离店结账手续。Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.2.为入住行政楼层的客人提供欢迎饮料,例如:一杯橙汁,一杯矿泉水或客人喜欢的饮料。Offer welcome drink upon check-in, such as an orange juice or mineral water or any other beverage requested by the guest.3.办理入住登记手续时,根据客人喜好安排房间。如果需要帮助客人填写登记表,运用建设性销售技巧推销客房及其它酒店服务。与客人确认付款方式,按照既定的信用卡制度处理,或指由收银员处理现金付款方式。Upon check in, registers guest and assigns rooms. Accommodate special requests whenever possible. If needed, assists guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verifies the guest’s method of payment and follows established credit-checking procedures or refers cash handling payment to cashiers.4.登记手续完成后,为客人作自我介绍,为第一次入住的客人介绍酒廊。将客人引领至房间,介绍客房及酒店设施,在客人住店期间主动提供帮助。After check-in, introduces himself / herself to guest, explain Executive Lounge for first arrival guest and escorts the guest to his / her room. Explain room and hotel facilities and offers assistance for the remainder of their stay.5.为退房客人办理结账手续时,询问客人是否有新的消费。确认客人的付款方式,结清客人账务并给到相应账单和发票。Upon departure of guests, processes the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settles the guest account and gives copy of the invoice.6.执行行政楼层出纳一切帐务交易,例如:根据程序入账,兑换外币。下班时平帐。Handle all Executive Floor cashier's transactions such as posting charges to guests and exchanging foreign currency according to the procedures.  At the end of shift, balances his/her cash float.7.与客房部,送餐服务部,前台和礼宾部通力合作,确保重要客人在行政楼层入住时各项服务运作协调,例如:客人到达和欢迎,入住登记,行李运送和结账。Coordination with Housekeeping, Room Service, Front Desk and Concierge of all activities related to the VIPs stay on the Executive Floor such as the arrival and welcome of the VIPs, check-in, luggage handling and check out to ensure all runs smoothly.8.无论电话或面对面交流,均应礼貌地回答客人讯问。提供或接收信息并采取相应行动,或移交给相关人员处理。例如:提供保险箱,处理留言,处理投诉。Answers all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provides/receives information and takes appropriate actions or refers the matters to the relevant persons to handle.9.有礼有效处理客人投诉,必要时给相关人员进一步指导,保证客人满意。记录所有客人投诉,必要时跟踪处理。特殊情况通知客户关系主任和宾客关系经理。Handles guest 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 complaints received from all guests.  Follows up when necessary and keeps the Guest Relation Manager and the Front office Management informed of unusual complaints.10.协助客房部更新房间状态,例如:通知延迟结账,提前登记入住以及其它特殊需要。Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.11.按照法律要求负责在公安局提供的软件系统上正确的进行客人入住登记。提高并保持有效性、保密性和安全性Responsible for register guests in the local Police and Security Bureau system according to the legal requirements. Promote and maintain effective, confidential and secure record keeping.12.掌握酒店产品知识,当地旅游商务信息,以便回答客人问题。Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests in order to be able to answer guests’ questions.

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