• 前台主管

• 广州东晓南希尔顿欢朋酒店
• 2019-01-15 22:01:11

岗位职责：1.掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。2.处理总台工作中的差错，处理宾客有关投诉。3.负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。4.检查每日的报表是否有误，并及时纠正。5.建立体质良好的宾客关系，努力增加客房销售。职责要求：1.大专以上学历，有同岗位工作经验一年以上。 2.有良好的团队领导精神及执行力。工作认真负责，作风正派。 3.熟练掌握前厅部工作的各个环节和程序。 4.身体健康，品貌端正，气质高雅。 5.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。 

• 前台主管Reception Supervisor

• 南宁南湖公园万枫酒店
• 2019-01-15 21:51:00

岗位职责：1.协助前厅部经理，确保前厅部的正常运作，实现最大限度售房目标。2.收集对客服务过程中所产生的问题与信息，负责处理宾客的问题和投诉。3.负责重要宾客的迎领、接待工作。4.向其它班次协调交班记录上需要沟通的事项。5.负责前台员工的培训和管理工作。任职要求：1.大专及以上学历，有前厅工作经验1年以上。2.熟练电脑操作，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。薪资待遇面议

• 前厅主管

• 萨维尔酒店集团
• 2019-01-15 21:18:32

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.协助部门与更高一级领导处理突发事件。岗位要求1.高中以上学历，有同岗位工作经验2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.英语对话流利，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。备注：该职位为萨维尔成员酒店的，工作地点：上海萨维尔金爵鹿安酒店；地址 ：上海市浦东新区南六公路1437号。

• 前台主管

• 上海中庚聚龙酒店
• 2019-01-15 21:12:42

 工作职责：·         进行有效的交接班简报工作，以明确酒店活动和运营要求·         在当班期间监督前厅部运营情况，包括：o   维护客户信息o   维护当地活动的信息o   统计入住情况o   监督公共广播系统的使用o   监督团组预订情况o   协助解决严重投诉问题·         在当班期间监督收银活动，包括：o   现金处理和银行业务程序o   处理非法支付情况o   就信用政策和设备对员工进行指导o   就现金安全程序对员工进行指导o   实施应收帐款控制o   准备财务报告o   对收银系统实施监管·         与上级领导和人力资源部一起进行人力规划和管理需求。与上级领导和财务总监一起编制和管理部门预算。 技能要求：·         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。·         具有良好写作技能·         熟练使用微软办公软件和前台系统·         具有解决问题，组织和培训能力 学历：·         具有酒店行政管理，酒店管理或相关的学士学位或大专水平。 经验：  ·         拥有2年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。

• 前台主管

• 佛山君御温德姆至尊酒店
• 2019-01-15 21:11:13

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.督导下属部门员工，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1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.英语对话流利，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。

• ID19777 前台主管/领班 （储备）Front Desk Supervisor/Captain

• 昆明索菲特大酒店
• 2019-01-15 21:10:26

履行被分配的职责，尽自己所能提高工作效率。不断监控对客服务水平，通过客人的认可及热情，确保任何时间都能最大限度地令客人满意。同所有客人建立良好的公共关系。参加部门早会以及其他会议。查看每天重要的工作安排并且与部门大使分享信息。准备本部门排班表。完成其他酒店管理层安排的职责。确保前台始终有足够的人员安排。确保给每一位大使进行培训，以使大使有能力最有效地在其岗位上工作。确保“班次报表”和“未完成工作报表”能够得到很好的跟进。保持对前台的监管以直接监督前台服务员的对客服务情况。确保每位入住宾客的登记资料的完整录入。与大堂使者协调引领第一次入住的客人和回头客事宜。监控房间分配情况，以确保让客人满意和让客房利益最大化的双赢状态。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态，确保随时保持正确的房间状态信息。每天都核查团队帐目，确保团队帐目能得到及时更新。确保预抵团队的帐目安排得到恰当的准备和安排。确认预退房的数量和对延迟退房的客人做出计划安排。核对客人帐单以确保其完整性及准确性。在前台办理外币兑换、结帐手续。如有潜在的信贷危险或其有关客人的问题，及时通知前厅经理。与相关的客人联系以结清所有未结客人，旅行社或公司的帐目。保证严格执行钥匙控制程序。负责公安管理系统传输达标。如有需要与礼宾部随时保持协调。确保前台大使在系统故障时有能力进行手工操作。确保有关对客保密的程序，严格地得到执行。报告工作效率问题并提供改进的方案建议。推动乐雅会会员计划。确保乐雅会会员计划顺利实行并且达到雅高集团的标准。熟悉会员加入程序和会员优惠计划。乐雅会会员计划在酒店的所有更新和活动都要及时与大使沟通。Contribute to overall operational efficiency by performing relevant duties as assigned.Monitor guest service constantly, ensuring that at all times maximum guests satisfaction is    being achieved through guests’ recognition and prompt cordial attention.Establish good public relationships with all guests.Attendance in departmental morning briefing and other meeting where necessary.Review important statistics and share information with other team members.Prepare duty roster.Perform any other duties as assigned by the Management team of the hotel.Facilitate and ensure a sufficiently manned Front Desk counter at all times.Ensure that proper training of ambassador is done such that ambassador has the necessary skill to perform duties with maximum efficiency.Ensure that ‘shift reports’ are printed and ‘Traces’ are followed up accordingly.Maintain an active presence at the Front Desk to directly supervise the service   ambassadors attending to the guests.Ensure that entries in every registration are properly encoded in the computer system.Coordinate with Lobby ambassador with first arrival guest & repeat guests.Oversee room allocations to ensure that guest requests are met while ensuring both guest satisfaction and optimum room revenue.Maintain good working relations with all departments, especially Housekeeping and   Reservation. Check discrepancies and out-of-order rooms, to ensure correct room status at all times.Double check group accounts daily for accuracy, and ensure that these are always up-to-date.Ensure group arrivals and billings are properly prepared and executed.Confirm the number of “due out” guests and scheduled late departures.Double check guest folios for completeness and accuracy.Transact foreign exchange and paid out request at the Front Desk.Advise the Front Office Manager – Credit of any potential credit risks and other related   guest problems.Settle pending bills by contacting concerned guest, Travel Agent or company.Ensure strict key control procedures are adhered toResponsible for PSB.Coordinate with the Concierge whenever necessary.Ensure ability of Front Desk ambassador to implement a manual back-up system for Front Desk functions in case of computer breakdown.Ensure that procedures set with regards to guest confidentiality are strictly adhering to.Report efficiency problems and make recommendations for resolving them.Promote the Club membership program.  Ensure Le Club membership program running smooth & achieve Accor Group Target. Familiar with enrollment procedure & membership benefits. Communicate all information regarding Le Club program updates and activities to the hotel.

• 前台经理 FD Manager

• 南京五季金陵酒店
• 2019-01-15 20:43:06

岗位职责1.负责酒店前台的接待和管理工作，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，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.熟悉酒店前台的经营管理工作，具有较强的工作责任感和敬业精神。3.督导前台员工服务质量标准、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.英语对话流利，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。

• 总台领班

• 杭州奥城凯豪大酒店有限公司
• 2019-01-15 20:38:50

岗位职责1.执行主管的工作指示，协助主管的日常工作。2.参与各项服务活动，发现问题及时纠正。3.检查员工的仪表仪容、劳动纪律、行为规范和工作态度，使之达到部门要求。4.掌握酒店各项优惠政策和房价政策，了解客房状况和出租率。5.检查预订资料及ＶＩＰ通知单，合理安排宾客的入住。6.确保入住登记单详细、准确、清晰，符合有关部门的规定。岗位要求1.大专以上学历，有同岗位工作经验1年以上。2.熟悉前台的各项业务。3.精通前台的各项接待程序，沟通能力较强，解决工作中的各种疑难，处理各种投诉。4.性格开朗，有良好的个人修养，工作认真负责，作风正派。

• Guest Service Agent 前台接待员

• 广州海航威斯汀酒店
• 2019-01-15 19:54:57

JobSummary:Assist guests efficiently, courteously andprofessionally in all Reception related matters. Maintain a high standard ofservice and quality delivery at all times; when answering telephones,registering guests, assigning rooms, checking out guests and assisting indifferent requests.Required:1. Previous concerned working experience is preferred,but can be replaced by general good attitude and appearance and with potentialto easily learn the skills;2. Good and positive hospitalityattitude;3. Other foreign language ability; 4. Always willing to learn, willing to help.5. Goodknowledge for using Opera system. 

• Guest Service Center Supervisor 宾客服务中心主管

• 广州保利洲际酒店
• 2019-01-15 19:43:10

岗位要求1.高中以上学历，有同岗位工作经验1年以上。2.有良好的团队领导精神及执行力。工作认真负责，作风正派。3.熟练掌握前厅部工作的各个环节和程序。4.身体健康，品貌端正，气质高雅。5.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

• Guest Services Supervisor 宾客服务主管

• 广州保利洲际酒店
• 2019-01-15 19:43:01

岗位要求1.大专以上学历，有同岗位工作经验1年以上。2.熟悉前台的各项业务。3.精通前台的各项接待程序，沟通能力较强，解决工作中的各种疑难，处理各种投诉。4.性格开朗，有良好的个人修养，工作认真负责，作风正派。

• 前台主管 Reception Supervisor

• 文昌鲁能希尔顿酒店
• 2019-01-15 19:32:05

1. 2-3 years working experience with same position in Brand Hotel.2. English & computer ability required.3. Good community ability required.

• ID21293 Front Desk Supervisor 前台主管

  (急)
• 无锡新湖铂尔曼大酒店
• 2019-01-15 19:12:52

JD: 1. Creating a warm and welcoming arrival for guests, ensuring an effective and efficient check-in.Welcome VIP’s and creating  rapport upon arrival to ensure guests feel “at-home”2. Ensuring a memorable guest stay by giving caring and courteous guest services, providing information, responding to problems, and dealing with guests in a friendly and ever-hospitable manner. To pay special attention and take in to consideration VIP preferences, requirements and needs. Deals with guests problems and issues in a prompt and hospitable manner, ensuring that they are resolved to the guests satisfaction and that all guests leave happy with their stay.3. Facilitate a quick and efficient departure by ensuring that all guests leave happy with their stay. Ensures that guests have  enjoyed their stay and deals with any issues to resolve them before the guest departs.4. Leading the Guest Relations division, monitoring performance providing guidance and  make decisions. Requirment:1. Minimum 2 years 5 star hotel same position working experience.2. Very good oral and written English knowledge.3. Good organizing and Time Management skills.4. Independent, good judgement, initiative taker5. Team Player. 岗位职责: 1. 为顾客提供热情周到的接待，有效率的登记入住。友好的接待VIP客人，让客人有宾至如归的感觉。  2. 为客人提供热情周到的服务，回答客人的问题，提供信息。特别留意VIP客人的需求。及时周到的处理客人的问题，确保宾客满意而归。3. 快速有效的退房手续, 确保顾客满意的离开; 在宾客离开之前处理好问题，让宾客满意。4. 负责领导并作决定，管理宾客关系部。 岗位要求 :1. 至少2年5星级酒店同类型职务工作经验。2. 具有良好的英文读写能力3. 在工作中具有组织性和时间控制能力4. 独立性强、具有准确的判断力，在沟通中保持主动性5. 具有团队精神             

• AYS Head Supervisor 为您服务中心总督导

• 麻城福朋喜来登酒店
• 2019-01-15 19:06:42

岗位职责1.负责总机房的日常组织工作。2.确认所有的叫早电话已经记录，并且已经落实。3.有效地管理本市和长途电话设备，确保有效的总机服务。4.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作。5.健全各种问讯资料。岗位要求1.大专以上文化程度，英语熟练。2.具有高度责任心和良好的职业道德。3.身体健康，相貌端庄。4.熟练使用各种常用办公软件。

• Front Dest Supervisor 前台主管

• 麻城福朋喜来登酒店
• 2019-01-15 19:06:42

岗位职责1.负责酒店前台的接待和管理工作，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保持良好的客际关系，能独立有效地处理宾客投诉。5.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2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.英语对话流利，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。

• ID20471 Front Desk Night Supervisor 前台夜班主管

• 佛山恒安瑞士大酒店
• 2019-01-15 18:48:09

Job responsibilitiesSkilled operation with opera system.Hand over daily check in, check-out, reservation and reception work efficiently.Complete all the reports on one shift.Show good professional image of company and individuals in daily workLiaise with the team member to achieve daily tasks.Finishing any other work assigned by reception supervisor. QualificationPrevious service experience an asset.Good verbal & written English is a plus.Excellent communication and organizational skills.Highly responsible & reliable.  岗位职责熟练操作opera系统；高效处理日常入住，退房，预定及接待工作；完成当班的报表；在日常工作及对客服务中展现良好的公司和个人形象；积极与团队完成当天任务；完成接待主管交办的工作。 岗位要求有酒店行业工作经验优先考虑；良好的英语口语及书面表达；良好的沟通及组织技巧；为人可靠，具备高度责任感。

• 前台接待 Front Desk Agent

• 北京日出东方凯宾斯基酒店&雁栖岛
• 2019-01-15 18:45:23

JOB RESPONSIBILITIES岗位职责· 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. 按照凯宾斯基和LQA标准，以友好关心的方式为住店客人办理入住并未离店客人办理退房。· Ensure that LQA results are above 88%.确保LQA评分达到88%以上。· Upon check in, register guest and assign rooms.  Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards.  Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers.  办理入住登记手续时，尽可能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他酒店服务。确认客人付款方式，遵循既定信用制度，接受现金支付。· Upon departure of guests, process the guest check out procedures. Inquire for last minute charges.  Receive payment from guests. Settle the guest account and give copy of the invoice. 办理结帐手续时，执行结帐程序完毕后交给客人一份发票。· Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures.  At the end of shift, balance their cash float. 执行前台出纳一切帐务交易，例如：根据程序入帐，兑换外币。下班时平帐。· Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle.  It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints. 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。· Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. 协助客房部更新房间状态，例如：通知团队离店时间，延迟结帐，提前登记入住以及其它特殊需要。· Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities.  随时了解酒店服务设施信息以及每日会议活动。· Possess a working knowledge of the room reservation procedures.  掌握预定程序。· Maintain the neatness of his/her working area.保持工作区域清洁卫生。· Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.根据酒店运营需要可以随时添加其他责任和任务。

• 前台主管 Reception Supervisor

• 天津滨海喜来登酒店
• 2019-01-15 18:41:39

岗位职责1.健全各种问讯资料。2.掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。3.处理总台工作中的差错，处理宾客有关投诉。4.负责总台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。5.检查每日的报表是否有误，并及时纠正。6.建立体质良好的宾客关系，努力增加客房销售。岗位要求1.大专以上学历，有同岗位工作经验2年以上。2.有良好的团队领导精神及执行力。工作认真负责，作风正派。3.熟练掌握前厅部工作的各个环节和程序。4.身体健康，品貌端正，气质高雅。5.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

• 前台领班

• 三亚湾迎宾馆
• 2019-01-15 18:36:44

岗位职责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。2.查看交班记录，了解上一班的移交事项，并负责处理3.熟练总台各项专业业务和技能，搞好对客服务。4.熟练掌握店内外信息，提供准确的问讯服务。5.负责为下榻酒店的宾客办理入住登记手续。6.负责客房钥匙的管理和发放工作并严格遵守验证制度。7.制作有关报表，为其它部门提供准确的接待信息。岗位要求1大专以上文化程度，形象良好，沟通能力强。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。

• 宾客服务中心服务员 Guest Service Center GSA

• 东莞万达文华酒店Wanda Vista Dongguan
• 2019-01-15 18:36:42

岗位职责1.以专业水平接听电话，提供所有与快捷服务有关的服务，如叫醒服务，点餐服务，提供帮助2.清楚知晓酒店的各项产品知识3.掌握并熟练使用客诉系统4.熟悉会议服务中心和宾客服务中心所有设备设施的使用5.确保将所有电话/留言实时准确的递送至酒店客人处6.按酒店各项标准为客人提供精致的服务，确保客人对酒店的满意度岗位要求1.大专以上学历，有同岗位工作经验1年以上。2.性格友好，流利英语，懂计算机使用技能3.具有较强的工作责任心和学习能力、良好的团队合作意识     4.身体健康，品貌端正，气质高雅。5.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

• 前台主管 FD Supervisor

• 东莞万达文华酒店Wanda Vista Dongguan
• 2019-01-15 18:36:37

岗位职责1.健全各种问讯资料。2.掌握客房预订情况，向部门经理报告重要团体和客人的订房情况，检查VIP通知单的发送情况，负责VIP接待工作的落实。3.处理前台工作中的差错，处理宾客有关投诉。4.负责前台财产、设备的使用管理和保养工作，及各类资料的收集、存档及管理工作。5.检查每日的报表是否有误，并及时纠正。6.建立体质良好的宾客关系，努力增加客房销售。岗位要求1.大专以上学历，有同岗位工作经验两年以上。2.有良好的团队领导精神及执行力。工作认真负责，作风正派。3.熟练掌握前厅部工作的各个环节和程序。4.身体健康，品貌端正，气质高雅。5.掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。

• 资深前台接待

• 海南龙沐湾温德姆至尊豪廷大酒店
• 2019-01-15 18:31:49

岗位职责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。2.查看交班记录，了解上一班的移交事项，并负责处理。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。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。5.熟练操作Opera系统，对客人亲切有礼。6.熟练掌握店内外信息，提供准确的问讯服务。7.负责为下榻酒店的宾客办理入住登记手续。8.制作有关报表，为其它部门提供准确的接待信息。岗位要求1.大专以上文化程度，懂得英语，能适应倒班。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。3.精通前台的各项接待程序，沟通能力较强，解决工作中的各种疑难，处理各种投诉。4.有良好的个人修养，工作认真负责，作风正派。

• 前台接待主管 Reception Supervisor

• 汕尾保利希尔顿逸林酒店
• 2019-01-15 18:19:13

Position Summary职位概述：To assist the Assistant Front Office Manager in the operation of the Front Desk, responsible for guests check-in, check-out, reception & cashiering operation and hotel services and coordinating guest requests during the shift. To supervise the whole shift and ensure the standard service delivered at all times and maintains with a consistence standard.协助前厅部副经理处理日常前台运作，负责办理入住、退房、收银、对客服务以及处理宾客需要。监督当天班头，确保服务的标准化和持续性。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 access and accurately input information using a moderately complex computer system , including Hilton property management systems .能快速有效的运用电脑操作系统， 包括希尔顿自有的管理系统。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.Basic 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.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。6.Ability to work under pressure and deal with stressful situations during busy periods.能在强压下胜任工作。

• Reception Supervisor前台接待主管

• 上海虹桥元一希尔顿酒店
• 2019-01-15 18:18:04

 Principle Responsibilities & Position Purpose:职责目标： Provide leadership and guidance to Front Desk staff during the assigned shift to ensure consistent quality service is provided.负责当值期间领导前台接待做好各种接待工作，提供一致高效的服务。 Essential Responsibilities:基本职责： Supervises front desk staff to insure smooth and efficient operation during the assigned shift.督促管理当值期间前台接待工作，确保提供优质高效的服务。Communicates effectively both orally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement.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Uses creative management skills to solve guest and team member problems. Ensures compliance with company standards to ensure consistent high quality guest relations.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。Manages desk, resolves guest concerns, and handles emergencies and other challenges that may occur during the assigned shift. Implements resolutions by using discretion and judgment.管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues and situations from both guests and team members. Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.友好诚挚的问候，耐心倾听，沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用，能应酒店需求调整工作时间。In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.Supports and motivates front desk 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.Actively takes part in training the team, supporting and leading formal training sessions and focusing 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。Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.做员工的导师，提高员工水平，促进他们完成所设立的目标。Maintains discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines.确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。Is involved with the 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。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。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。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。Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, and reservation information confirmed Honors 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。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。。Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service 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，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.维护顾客档案和信息，确保预订的有效性和准确性。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。Liaises with Sales, Reservations and the Business Development team to handle corporate.协销售，预定和商业发展团队共同为客人提供服务.Promotes HHonors and its associated benefits to guests who are not already enrolled in the program. Ensures that existing HHonors 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。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。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。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.遵循希尔顿品牌标准。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。Is up to date with information on facilities, attractions, and 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，财务部等。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。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。Ensures that the Assistant Front Desk and Guest Service Managers are kept aware and up to date of operational issues.汇报最新的工作进展，确保前厅副经理和宾客服务经理对部门营运状况的了解。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.确保前台的日常管理，包括但不局限于工作的监督，房间分配，报告，信用额度核对，电脑数据备份及主帐的核对等。。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。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。Ensures that the front desk is kept stocked and maintained with requisitions and that par levels are maintained and stock tracked.确保日常设设施备用品的维护保养和必需库存，所有物品记录有序。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。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。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 and 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，参与救助行动。Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.严格遵守现金收付手续，确保所有收银员的现金帐目准确无误，收支平衡。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。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。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。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Manages costs effectively by minimizing and controlling expenses.控制花费，节约成本。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。To undertake any other reasonable task or request as directed by the management.接受部门其他合理的任务或要求的安排。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。Handles guest relocations as required.帮助客人解决换房间事宜。Performs other duties and responsibilities as assigned or required.应要求担负其他职责。Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.通过学习希尔顿关爱，把希尔顿关爱理念运用到服务中去。

• 宾客服务主管（前台、餐饮主管）

• 佛山希尔顿花园酒店
• 2019-01-15 18:17:17

招聘前台主管1. 能有效的用英语沟通交流。2. 能快速有效的运用电脑操作系统3. 以较强的人际交往能力提高客人满意度4. 能领导当班员工为客人提供满意的服务，完成部门经理指派的接待任务。