专业能力 PROFESSIONAL LBILITY
l 协助销售总监负责部门日常的管理工作;
l 协助销售总监制定宾馆年度市场销售计划;
l 协助销售总监制定宾馆对外销售、招揽客人的计划及其指标,确定本部门销售业务计划的实施细则;
l 负责部门的资产管理和低值易耗品的领用控制工作;
l 负责部门质量管理和安全管理工作;
l 负责部门人员劳动纪律、职业形象、行为规范等督导工作;
l 负责了解省内、市内市场动态,提出调查报告,报部门总监;
l 负责定期组织人员进行市调工作;
l 负责部门各类合同的管理工作;
l 负责组织部门内部的学习和团建工作;
l 负责组织召开部门VIP接待的信息沟通会;
l 协助销售总监组织宾馆店内、店外营销推广活动;
l 协助销售总监制定销售部相关制度、程序与标准;
l 具备指导部署、培养员工的能力。
l 具备推动销售专业化、科学化管理的能力。
(1) 全面实现科学化管理,制定并不断完善部门工作流程及政策;
(2) 全面实现并推动信息化管理,SC移动销售的安装并应用;
(3) 协助总监推动部门标准化工作流程;
l 具备经营、销售工作创新的能力。
(1) 充分了解顾客和市场需求,提出涉及菜品、服务、环境等建议,报部门总监
(2) 具备工作创新能力,不断设定高目标、推动工作进步。涉及专业技能提升、职业化程度提升、客户满意度提升等;
l 具备内部有效沟通协调的能力。
(1) 与宾馆各部门保持良好沟通联系,做好信息传递,提升协同力,提升对客服务效能;
(2) 熟悉相关业务,发票管理、应收账管理、餐饮工作流程、前厅接待流程、客房服务流程等;
JOB OVERVIEW职位概述
•Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition.
•管理本班的前台工作确保客人得到快速的,专业的服务和个人的关注。
DUTIES AND RESPONSIBILITIES 工作职责
•Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
•直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
•Provides functional assistance and direction to all departments.
•向所有部门提供功能性支持和指导。
•Cooperates, coordinates and communicates with other hotel departments as required.
•按需要与酒店其它部门进行合作、协调和沟通。
•Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
•对各种状况做出反应,以确保来宾被及时的礼貌接待并得到充分的注意和重视。
•Responds to guest needs and resolves related problems
•就客人的需求做出反应并解决相关问题。
•Supervises and directs Reception and Reservations personnel.
•对接待部和预订部工作人员进行监督和指导。
•Supports and assists Front Office personnel and all departments at peak periods.
•在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
•Ensures VIPs and priority club guests receive special attention
•保证贵宾和优悦会会员受到特别关照。
•Inspects front of house and back of house regularly for cleanliness.
•定期检查一线各部门和二线各部门的清洁状况。
•Assists Guest Relations in greeting, rooming, and sending off VIP guests.
•协助客户关系部门迎接贵宾,为其安排房间并在其离店时送行。
•Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
•监督员工的行为、制服穿着、卫生和外表形象。
•Provides input for Front Office meetings.
•为前厅部会议提供信息 。
•Promotes inter-hotel sales and in-house facilities.
•促进店际销售及推销酒店内的设施。
•Checks billing instructions and monitors guest credit
•检查结帐说明并监督客人信用情况。
•Analyses and approves discounts and rebates.
•分析和批准打折相关事宜。
•Analyses the rate variance report to ensure rooms revenue control
•分析房价差异报告以保证控制客房收入。
•Takes action with the Property Management Systems (PMS) in emergency situation.
•在紧急情况下使用酒店管理系统(PMS)。
•Fully conversant with all hotel emergency procedures.
•熟知酒店紧急情况所有处理程序。
•Ensures front line staff complies with FIT marketing techniques and maximize sales.
•确保一线员工遵从散客市场技巧并最大化的进行销售。
•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。
QUALIFICATIONS AND REQUIREMENTS任职要求
•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。
•Good writing skills
•具有良好写作技能
•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
•Problem solving and organizational abilities
•具有解决问题和组织能力