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列表 明细
薪资: 8千-9千 经验:5年以上 企业类型:国际高端酒店/5星级
地区:上海-闵行区 食宿:面议

Principle Responsibilities & Position Purpose:职责目标: Assistant the Front Office Manager to direct and administer all Front Office Operations to insure profitability, Control costs and quality standards to insure total guest satisfaction . To efficiently manage the long and short-term operation of the Front Desk, Concierge, Drivers, Executive Lounge, Business Centre and Magic.直接管理前厅运营 , 确保利润最大化,控制成本以及提供优质的服务保证顾客满意度,有效的管理前厅,礼宾,司机,行政楼层,商务中心和客服中心。 Essential Responsibilities:基本职责:Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepares financial reports, including: rate and availability calendar.关注房间预订情况,及时更新系统相关信息,确保利润最大化,准备财务报表 。Communicates with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organizes, conducts and / or attends meetings to obtain and disseminate pertinent information.与客人和员工有效的沟通,提供明确指示,主持、参加会议并传达相关信息。Implements and monitors all corporate marketing programs to include HHonors, Senior HHonors etc.监督有效执行公司的忠诚客户计划。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.除上述基本职责之外,另有以下职责需要执行Leads and motivates team members by leading by example and employing competent and consistent management practices.通过训练领导和激发团队员工.Takes responsibility of the hotel as the Duty Manager in the absence of the Director of Operations or General Manager or Front Office Manager.在营运总监,总经理和前厅部经理不在的情况下作为值班经理对酒店负责。Identifies needs and training requirements of team members. Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required考察团队成员的训练需求。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.做队员的导师,提高员工水平,促进他们完成所设立的目标。Responsible for maintaining and delivering discipline amongst managers and team members, ensuring consistency in accordance with the team member handbook, UAE Labour Law and HR guidelines. Distributes appropriate discipline when and where required.确保员工手册,相关劳动法,HR指南的一致性,必要的时候提供培训。Keeps up to date files on all team members, ensuring that team members’ progress, successes and failures can be tracked and monitored for praise of correction.及时更新员工档案,掌握员工进步、成功和失败的状况,鼓励更正。Responsible for the departments succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.为部门计划和培训高潜能成员,促进他们提高工作水平。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,为酒店发展提供建议,有创新精神,为顾客提供品质服务。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.简单易懂的训练新员工,使其尽快达到胜任工作的最低标准,明白公司对他要求是什么。Communicates results from TMOS, SALT, QA, informing the team of results, areas of weakness and strength and the following action.熟悉TMOS,SALT ,QA 报告,告之团队成员所存在的问题,强处和弱处,以 及接下来要做的事情。Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.为顾客提供热情服务,让他们立刻有回家的感觉。Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations 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,确保有效的预定。Liaises with Sales, Reservations and the Business Development team to handle corporate guests and contracts.和销售,预定和业务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.确保为希尔顿荣誉会员顾客提供优质专业的服务,建议顾客加入会员。 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报告系统。Liaises with Sales, Reservations and the Business Development team to handle corporate.和销售,预定和商业发展团队共同为客人提供服务.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.确保前厅和其他部门间的沟通交流,特别是客房部,餐饮部等。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.保持酒店数据的准确,便于操作。维持前厅设备的正常运做和工作区域的清洁。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.确保信息有效的传达到人,及时解决问题让客人满意,参加每日必须的会议等。Ensures that the Front Desk Manager is kept aware and up to date of operational issues.确保前厅经理知道要完成的任务Manages the GSA, GSM, Chief Concierge, Business Centre Manager, Executive Lounge Manager, Magic Manager, to ensure that the day-to-day functions of the relevant departments are completed. Including but not limited to the relevant checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards. 管理GSA,GSM,首席礼宾司,商务中心经理,行政楼层经理,客服中心经理,等。确保完成行政楼层每日的任务,包括核对,房间分配,报告,信用额度核对,网上备份等。Completes reports where and when requested, ensuring that they are complete and delivered on time to the respected party, including the month end report.如有要求,提供完整的报告,并及时送至所需部门。Ensures that the team member in charge of the requisitions keeps the front desk stocked and maintained with requisitions and that par levels are maintained and stock tracked.节约成本,确保存货不浪费。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。Ensure that the department 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。Monitors hotel benchmarks (TMOS, QA, SALT) evaluate performance and results, take corrective action and constantly strive for improvement. Reviews on a continual basis and formulates action plans in order to drive results.管理酒店(TMOS,QA, SALT)评估的结果,为要改进做的地方做出行动。Conducts regular meetings with key departmental managers to review business trends and discuss departmental issues, taking action where necessary.与关键部门进行会议,讨论商务趋势及部门别的议题,必要的时候采取行动。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,收取现金,信用卡,转帐,代金券等。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.确定帐户上没有损失,保证付款安全。Maintains the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.确保所有客人的帐单准确,让客人迅速办理离店手续。Manages costs effectively by minimizing and controlling expenses.控制花费,节约成本。Managers and approves rebates, refunds and discounts where applicable.在必要的时候给予折扣等优惠。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,确保客人物有所值。Actively promotes up selling and creates opportunities when allocating room inventory and managing demand to ensure maximum revenue generation where available. Manages the department in order to create the maximum opportunity for up selling, tracking the performance and devising strategies.积极向客人推销从在每个客人身上获取最大利益。为获取最大利益提供策略。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。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。 Emergency Response紧急应对Based on the Hilton Life Safety Policy and Protocol, Duty Manager will be held responsible for below articles during his or her shift for any direct or indirect life-safety related event within the hotel premise. (Events include, but not limited: Fire, Emergency Issue, Injure of Guests, or Crisis Issues). 依照希尔顿酒店管理集团生命安全的政策与程序所述,值班经理在当值期间对酒店发生的任何直接或间接与生命安全有关的事件(火灾、紧急事件、客人伤病、危机事件等)负有以下责任:1. Participate first aid and CPR training program, and obtain corresponding qualification certificate. Ensure the validation of the certificate.参加紧急救护和CPR的培训课程并获得相应的资格证书。确保证书在有效期内。2. On the presence of emergency event, lead all ERT members on duty to act together. Ensure all response taken complying with guidance in ‘Crisis Management Manual’在紧急事件发生时,指挥所有当值ERT成员统一行动。确保按“本地危机管理预案”的要求进行。 3. Collaborate with other departments and crisis management teams to conduct rescue, evacuation, first-aid and searching, etc.和其他部门及危机管理小组协调进行营救、疏散、急救、搜查等活动。4. Provide appropriate advice for emergency rescue.为应急救援提供恰当的建议。5. Take responsibility and make decision during the absence of GM and Director of Operation.在总经理和营运总监不在时,紧急情况下担负责任并作出决定。  Specific Job Knowledge, Skill and Ability:工作技能技巧要求 The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.要有以下的知识,技能和能力来解释主要的工作职能,不论有没有客房可以提供。Considerable knowledge of computer systems for registration, reservations and backup systems.具有一定的计算机登记,预定和备份系统知识。Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.要有相当好的数学综合理解能力,能分析理解酒店运营过程中的一些数据。Ability to read, writes, speak and understand the English language to communicate with guests and team members.有足够的英文听,说,读,写能力,可以流利的与客人和员工沟通。Thorough organization and supervisory skills proficient in accomplishing the task.有很强的组织管理技巧,可以高效的完成任务。Ability to develop subordinates to enhance advancement in the hotel and corporation.有能力提高员工的能力水平来促进酒店的发展。Ability to analyze complex statistical data and make judgments accordingly.有能力分析复杂的数据,从而做出正确的判断。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 accurate information and resolve conflicts.能够有效的与国内外的客户沟通,跟有些客户沟通可能要求圆滑,有很强的耐心和外交能力,从而平息客人的情绪,收集有效的信息,解决冲突。 

薪资: 6千-8千 经验:3年以上 企业类型:国际高端酒店/5星级


薪资: 5千-6.5千 经验:1年以上 企业类型:国际高端酒店/5星级
地区:上海-徐汇区 食宿:提供食宿


薪资: 4千-6千 经验:3年以上 企业类型:有限服务中档酒店
地区:上海 食宿:提供食宿

  岗位职责1.掌握当日客情及餐饮活动。2.参与各项前台的工作。发现并上报工作中出现的问题。3.掌握当天到店及离店的重要宾客,回头宾客。4.在宾客到店之前准备好登记表、钥匙卡等以确保入住手续方便、快捷。5.与住店宾客保持良好沟通以了解宾客之喜恶(喜好),协助宾客解决疑难事宜。6.做好每日对住店宾客的电话拜访工作,搜集宾客意见并及时采取跟进措施与向上级反映。7.在前台及大堂与商务楼层接待及迎送住离店的宾客。8.协助入住商务楼层之宾客办理登记入住及离店手续。我们在闵行区虹梅路、虹口区四川北路、长宁区天山路、黄浦区新闸路、长宁区汇川路均有门店,欢迎咨询、推荐~我们是集团公司平台,有广阔的晋升空间  我们会为您提供明确的职业发展道路,最终培养为合格的酒店经理人。

薪资: 5千-6千 经验:不限 企业类型:国内高端酒店/5星级


薪资: 6千-8千 经验:3年以上 企业类型:国际高端酒店/5星级
地区:上海-松江区 食宿:提供食宿

-Ensures Front Office staffing deployment appropriate for business volume.确保根据运营情况合理安排前台员工。 -Ensures all employees are performing the assigned tasks with adhering the standards.确保所有员工根据标准履行指定任务。 -Ensure that he is aware of all events during the previous shift by going through the AM’s Logbook upon arrival.确保通过日志本了解上一班次所有自客人入住以来的事件。 -Maintain a detail record of all incidents (guest or employee) all finding and other relevant items to the events in the Logbook. Where discretion is required, reports directly to Front Office Manager.在日志上对所有发现的事件(客人或员工)和其他相关事件保持详细记录。有需要灵活处理,直接向前厅部经理报告。 - Maintains record of guest feedback and takes remedial action to resolve problems.详细记录客人反馈及采取及时补救措施以解决问题。 -Coordinates and cooperates with all other operating department and must have strong relationship and interaction with all hotel guest, visitors and members of the local community.与其他运营部门协调合作,必须与酒店所有客人、访客及成员有坚固的关系。 -Attends meetings as required with the Front Office Manager.根据前厅部经理要求参加会议。 -Ensures there is a healthy and strong communication link between the various Front Office departments and other department.确保前厅部与其他部门拥有健全并牢固的沟通链。 -Ensures briefings and shift hand-over are carried out in a professional and regular manner.确保简报及班次交接以专业的及定期的方式执行。 -Ensuring all guests are offered a faultless and speedy check-in with the emphasis that Guest Relation Officer escorts all VIP’s to guestroom.确保为所有客人提供完美的、迅速的入住办理,宾客关系主任陪同VIP客人去客房。

薪资: 8千-1万 经验:3年以上 企业类型:国际高端酒店/5星级
地区:上海 食宿:提供吃


薪资: 6千-8千 经验:不限 企业类型:国际高端酒店/5星级


薪资: 6千-8千 经验:不限 企业类型:全服务中档酒店/4星级
地区:上海 食宿:提供食宿

Under the general direction of the Front Office Manager, and within the limited of established  and local hotel policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community.   Coordinates with all departments in the hotel Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the Hotels Group and the brand ethos.   按照酒店集团标准,在前厅部经理领导下,为客人及所有部门提供帮助,与酒店内的其他部门合作,围绕信任,廉政,尊重,团队和服务五项核心价值,增强员工的工作氛围,发扬团队精神。 1. Directs, supervises and co-ordinates the activities of At Your Service Operator.领导,主管和协调接线房员工的日常工作。2. Ensures the proper maintenance, repair and use of all Telephone Exchange equipment and facilities, including guest room telephones and paid telephones; initiates requisitions for necessary spare parts.确保所有电话程控设备和设施的正常维护、维修和使用,包括客人房间电话和预付费电话,如有需要则采购其他必要部件。3. Maintains close liaison with local telephone company to utilize their services regarding training, employment and proper mechanical operation. Works closely with repair and maintenance crew.与当地电话公司保持密切的合作关系以使用他们的服务,包括培训,雇用和适当的机械操作。与工程部员工密切合作。4. Develops and implements procedures for:发展并执行以下的操作程序:(a) proper handling of calls    适当处理电话(b) efficient operation of paging system 高效的呼叫系统操作(c) message taking     信息记录(d) compliance with requests of a special nature (e.g. wake-up calls)  对特殊要求态度良好(比如:起床闹玲服务)(e) efficient operation of BGM (background music) 高效的BGM操作(背景音乐)(f) strict compliance of time schedule for car paging   准确地与时刻表核对叫车服务(g) compliance with requests for additional local lines for offices and concessionaires with access to outside lines.  满足酒店打外线或从酒店办公室和部门打至外线的要求。5. Checks particulars of toll charges by telephone company against traffic sheets for discrepancies and pay station commissions; checks rental charges by trunk lines against the record of serviceability of trunk lines during the period in question.和电话公司核对电话费用差异和设备租用费用,在有问题期间根据电话线路可用性记录通过电话检查租用费用。6. Investigates complaints regarding telephone service and personnel; takes appropriate action. 调查有关电话服务和员工的投诉,采取适当行动。7. Prepares and/or approves work schedules, requisition, etc.                  准备和 / 或批准工作日程表,采购计划,等等。8. Ensures that enough At Your Service Operator are available to service calls at all times, that all calls are handled properly. 确保时刻保持接线员人数充足,能及时适当的接电话。9. Sets-up office clerical systems, records and reports. Periodically arranges and publishes departmental telephone directory.     设定办公文书系统,记录并作报告。周期性安排并公开部门电话目录。10. Recommends new telephone set-ups and equipment to management for greater efficiency for savings.       介绍新的电话设置和设备以便更高效节省的管理。11. Conducts preliminary selection interviews of candidates for positions in his section taking into account standards of personnel quality of the Hotel.   对应聘该部门的人员进行初步面试,对方必须符合酒店的标准。12. Conducts orientation for new hires for his section advising them in writing of the standards against which performance of their subordinates will be evaluated. 对部门新员工的迎新培训并书面通知他们的表现将被评估。13. Initiates Commendations and Misconduct Notices.     拟定奖励表和不正当行为通知。14. Appraises performance of subordinates and recommends appropriate action basing on results of rating.         根据情况表扬员工的表现和推荐良好的行为。15. Identifies training needs of subordinates of personnel within his section, specifically on efficiency and courtesy.        如有需要则进行部门内部人员培训,特别是在效率和礼貌方面。16. Performs duties of At Your Service Operator when necessary.   需要时进行电话接线员的工作。

薪资: 6千-8千 经验:不限 企业类型:全服务中档酒店/4星级


薪资: 6千-8千 经验:3年以上 企业类型:精品酒店
地区:上海 食宿:提供食宿

任职要求1. 学历要求:大专及以上学历。2. 外语水平:具有良好的英语沟通能力。3. 体貌要求:身高在1.62以上(女)、1.72以上(男),五官端正。4. 工作经验:3年以上酒店前台从业经验。5. 培训记录:参加过酒店新员工入职培训及部门岗位技能培训。6. 基本素质:具备本岗位较强的知识水平和技能;具有较强的信息沟通能力;具有电脑、财务基础知识;能较好地督导下属对客服务。工作职责l 熟练掌握并执行酒店的制度和操作规范。l 坚持酒店安全制度,熟练掌握紧急情况处理程序。l 负责酒店前台岗位的日常管理工作。l 督导员工按照酒店的制度和流程提供优质的服务。l 熟练掌握并执行相关前台运作的相关标准。l 掌握近期预订情况和当天客情,最大限度督导前台销售客房。l 确保前台进行快速登记及快速退房服务。l 提前准备VIP房、有特殊要求宾客的房间。对次日抵店并有信息的宾客根据预订部的安排督导提前准备好住宿登记单及房卡。l 检查班组的现金、票据的上交和保管情况,督导员工严格备用金管理程序。l 每日检查宾客消费超限额情况,依照程序催收。l 了解宾客的付款情况,检查各旅行社、协议公司、挂账单位的账务操作是否正确,及时查看散客预交保证金、画押信用卡等情况。l 督导员工严格执行有关挂账、会员管理、外汇管理、现金管理、银行信用卡使用规定、账单及发票管理等制度。l 严格工作程序,防范逃账、错账的情况发生,发现问题及时上报。l 及时检查稽核报告中需处理的事项。l 协助做好重要团队的结账工作。l 与相关部门建立和调整房间维护计划。l 维护设备设施的正常运作并帮助新员工进行了解、掌握。l 在设备出现故障时,熟悉所有的后备应急程序。l 向首席房务运营官汇报任何非正常事件和宾客的特殊要求。l 了解有关安全和紧急情况下的处理程序,懂得预防事故发生的措施。l 调动员工积极性,高效率、高质量地完成各项接待工作。l 制订培训计划,对下属进行考核、评估及技能指导。l 做好客史档案的收集、建立完善工作。l 做好各类分析报表的汇总工作。l 合理编排员工班次。l 完成上级交代的其他工作。薪资福利:月休四天,根据岗位、经验不同薪资不同; 

薪资: 6千-8千 经验:不限 企业类型:国际高端酒店/5星级


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