Job Summary 职位简述 To oversee the reception desk and bell services, monitor that all guests' arrival, departure and in-house follow resort standards enhance guest's satisfaction. 按照度假村的标准监督前台接待和行李服务，确保客人入住和离店能够获得符合度假村标准的服务，提高客人满意度。 Key Duties and Responsibilities 主要义务和职责 Ensure the reception and bell team work with a sales focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue. 确保前台接待用专注的态度接待客人，并了解酒店内的所有增销机会，这将有助于实现收入最大化。 Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members. 确保团队成员以高效、热情、专业的方式和客人沟通和提高协助。 Carry out briefings and on the job training and review with focus on guest satisfaction. 进行例会和岗位培训，审查的关注客人满意度。 Oversee day to day operations ensuring resort standards are adhered to and maintained by all team members. 监督日常运营，确保所有团队成员遵守和维护度假村标准。 Adhere to resort credit policies to ensure all expected revenues are secured. 坚持酒店信贷政策，确保实现所有预期收益。 Ensure all team members are aware of all room revenue targets and are kept informed of performance results. 确保所有团队成员都知道所有的客房收入目标，并保持对业绩结果的了解。 Ensure all non-guaranteed reservations are released at the appointed time. 确保所有非担保预订在指定时间内被取消。 Ensure a consistently high standard of presentation is maintained for both the department and the team members. 确保部门成员维持一致的高标准。 Ensure that all room allocation is done in timely manner. 确保所有房间的分配都及时完成。 Review VIP arrival& Special events. 查阅贵宾抵达和特殊度假村活动。 Liaise with housekeeping department for the daily arrival and departure preparation. 与客房部保持沟通，为日常的到店和离店准备。 Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction. 积极回顾的意见和反馈，团队成员沟通，并实施措施以提高客人的满意度。 Maintain and oversee accuracy of guest profiles and remarks. 维护和监督客人资料的准确性。 Spot check passport scans to ensure accuracy as per Sanya Authorities requirements for transfers. 根据三亚有关部门的要求，现场检查护照的扫描，以确保其准确性。 Ensure all daily system closing procedures and reports are being completed as per resort standards. 确保所有的日常系统关闭程序和报告都按酒店标准完成。 Review the measurements related to customer satisfaction. 检查客户满意度相关的数据。 Handle guest complaint. 处理客人投诉。 Adhere to and monitor departmental operating expenses as per departmental budget and forecast. 根据部门预算和预测，坚持并监督部门的运作费用。 Review profit &lose report. 检查利润和损失报告。 Control departmental cost. 控制部门成本