Primary Responsibilities 主要职责

MAINTAIN THE FRIENDLY AND EFFICIENT SERVICE IN FRONT DESK

保持友善和高效前台服务

• Co-ordinate all arrivals and departures, monitoring waiting times, always keeping every guest informed and ensuring that they are as comfortable as possible. Meet and greet VIP guests.

协调所有入住和离店的办理，关注客人等房时间，保持客人被告知各种状况并确保每一位客人尽可能的舒适和满意。接待贵宾。

• Ensure LQA standards are implemented and delivered to every guest.

掌握领先质量保证标准在对客服务中被遵守和执行。

• Handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.

礼貌且高效地处理客人及员工的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告。

• Oversees group reception, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners.

参与团队接待，检查并确保团队预订的细节达到要求，并与会议/团队组织者保持联系。

PROVIDE GUESTS’ EXPERIENCES THAT EXCEED GUESTS’ EXPECTATIONS

为客人带来超越期待的入住体验

• Leads the Front Desk shift to personalize the guest arrival/departure experience

带领前台每个班次为客人提供个性化的到店及离店体验。

• Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays.

预知客人需求，收集客人喜好，并确保这些需求和喜好在客人入住期间会被一直满足。

• Full utilization of hotel operation system, such as PMS/Royal Service Manager/InTouch/iConcierge to embrace guest experience.

充分掌握各类酒店管理系统和软件以提高宾客体验。

• Accuracy in link of reservations requirement to room allocation/guest needs

根据预订信息准确地为客人安排房间及满足合理需求。

• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.

寻求客人满意度反馈，并根据我们的使命宣言和员工赋权的理念来解决问题。

• Focuses on the stay experience for in house guests.

致力于提升住店客人的入住体验。

Main Complexity/Critical issues in the Job 主要复杂/关键工作事项

• Efficiency of check in/check out process, accuracy in retrieval of guest data and billing

确保入住及离店手续的效率性，确保客人信息与账目的准确性

• Management of the guest service experience / personalization

确保个性化服务以提升客人体验

• Ensure the credit card date safety &guest information data safety.

保证信用卡信息安全及客人信息安全。

• Ensures high standards of personal presentation & grooming.

确保始终都有高标准的个人形象和仪容仪表。

Knowledge and Experience 知识经验

• Diploma or Degree preferably in hospitality or related field

酒店管理或相关专业的本科或专科学历

• PMS and Office software knowledge

熟悉并掌握Opera酒店管理系统和各类办公软件

• Excellent oral and written skills in Mandarin and English

优秀的中英文听说读写能力

 

Competencies 胜任素质

• Analytical skills a must combined with creativity and initiative

结合了创造性和主动性的分析能力

• Excellent interpersonal & communication skills

优秀的人际关系和沟通能力

• Service oriented with an eye for details

以服务为导向的敏锐洞察力

• Confidently able to resolve problems and make decisions

自信的解决问题与决策的能力

• Adaptable and flexible and able to embrace and respond to change effectively

适应性强，灵活并能有效地接受和应对变化