KEY RESULT AREAS 主要工作職責(zé) 1. Directs and co-ordinates all subordinate Front Office staff to ensure that all day to day operational matters are handled on time and guest expectations are met. 指導(dǎo)與協(xié)調(diào)所有前廳下屬員工，確保每日運(yùn)營(yíng)事宜及時(shí)得到處理、客人期望得到滿足。 2. Co-ordinates with housekeeping to ensure that rooms are serviced according to guest requirements and vacant rooms are cleaned according to arrival schedules.? ? 負(fù)責(zé)與客房部協(xié)調(diào)，確保根據(jù)客人要求提供服務(wù)以及根據(jù)客人抵達(dá)時(shí)間清掃空房。 3. Control and monitors the room inventory to maximize the hotel yield ensuring strategically controlled overbooking during peak periods. 管理監(jiān)控客房庫(kù)存，最大限度提高酒店收益，確保高峰期戰(zhàn)略性控制的超額預(yù)訂。 4. Controls the maintenance and updating of guest history files and disbursement of relevant information ensuring guest requests and preferences are implemented whenever possible. 管理客史檔案的維護(hù)與更新，負(fù)責(zé)相關(guān)信息的分發(fā)傳遞，確保盡力滿足客人的要求與偏好。? 5. Co-ordinates the procedures involved in the provision of guest in-room amenities. 協(xié)調(diào)有關(guān)客房用品供應(yīng)的程序。 6. Prepares, monitors and controls the hotel’s annual Front Office budget. 協(xié)助前廳部經(jīng)理制定并監(jiān)督酒店前廳年度預(yù)算。 PERSONAL SPECIFICATION 職位要求 1. minimum 5 Years of related experience required 至少5年以上相關(guān)工作經(jīng)驗(yàn) 2. College degree or above 大學(xué)或以上學(xué)歷 3. Ability to lead, motivate and develop a team of individuals 良好的領(lǐng)導(dǎo)、激勵(lì)與發(fā)展團(tuán)隊(duì)能力 4. Detailed knowledge of working practices of Front Office 熟知前廳的工作流程細(xì)節(jié)

KEY RESULT AREAS 關(guān)鍵領(lǐng)域 1.Direct and control all subordinate Front Office staff to ensure that daily operational matters are handled on time and guest expectations are met. 指導(dǎo)和控制前廳部員工確保按時(shí)處理日常事務(wù)和滿足客人期望值。 2.Assist in the preparation of duty rosters, vacation planning and scheduling and public holiday scheduling. 協(xié)助準(zhǔn)備員工排班，休假日程及公共假日的安排。 3.Attend to all guest complaints immediately and initiates corrective actions and follow ups. 立刻關(guān)注所有客人投訴，采取正確的解決方式并跟進(jìn)。 4.Must be visible in the lobby during busy periods (check-in/out, high occupancy). 繁忙時(shí)段必須堅(jiān)守自己的崗位（客人入住或退房時(shí)，高住房率時(shí)）。 5.Assists in the maintenance of efficient administration preparing and submitting reports on time as directed. 協(xié)助維持高效的管理， 按要求準(zhǔn)時(shí)準(zhǔn)備和提交報(bào)告。 PERSONAL SPECIFICATION 職位要求 1.Good English language skills. 良好的英語語言能力。 2.Strong organizational skills. 較強(qiáng)的組織能力。 3.Ability to lead, motivate and develop a team of individuals. 個(gè)人的領(lǐng)導(dǎo)能力，提高和發(fā)展一個(gè)團(tuán)隊(duì)的能力。 4.Able to handle demanding workload. 能夠承受強(qiáng)大工作量。 5.Attend meetings and training as required by supervisors. 按照領(lǐng)導(dǎo)要求參加會(huì)議和培訓(xùn)。

KEY RESULT AREAS 關(guān)鍵領(lǐng)域 1.Co-ordinate group movements, preparations and maintaining correct billings. 對(duì)賬調(diào)賬確保賬單的正確。 2.To carry out administrative requirements as directed. 落實(shí)行政要求指示。 3.Handles all incoming and outgoing mail, documenting as required. 按要求處理所有進(jìn)出郵件和文件。 4.To maintain safe and hygiene work places. 維護(hù)工作場(chǎng)所的安全和衛(wèi)生。 5.Continuously seeking for initiatives to improve operational procedures and service standards. 不斷尋找方法，改善運(yùn)作程序和服務(wù)標(biāo)準(zhǔn)。 PERSONAL SPECIFICATION 職位要求 1.Working knowledge of Front Office practices. 具備前臺(tái)工作經(jīng)驗(yàn)。 2.Proficient in a computer skills. 熟練掌握電腦操作。 3.Office administration skills. 辦公行政管理技能。 4.Performs additional duties as directed by supervisors. 完成主管安排的其它工作。 5.Is fully conversant with all health and safety, fire and emergency procedures. 全面了解酒店安全與衛(wèi)生工作標(biāo)準(zhǔn)及火災(zāi)等緊急求生程序。

KEY RESULT AREAS 關(guān)鍵領(lǐng)域 1.Receive all incoming calls in a courteous and friendly manner, responsible for accurate connection. 禮貌和友好地接聽所有的來電, 并負(fù)責(zé)準(zhǔn)確的接轉(zhuǎn)。 2.To update telephone guides in the hotel computer system. 及時(shí)更新電話信息，并將信息輸入OPERA系統(tǒng)。 3.Have thorough knowledge of hotel facilities and hours of operation, to ensure correct response to guests questions. 充分了解酒店設(shè)施和營(yíng)業(yè)時(shí)間, 確保正確回答客人的問題。 4.To take and forward messages accurately and in a timely manner. 準(zhǔn)確寫下留言并及時(shí)的跟進(jìn)解決。 5.Responsible for paging of hotel associates correctly. 負(fù)責(zé)正確傳呼酒店人員。 PERSONAL SPECIFICATION 職位要求 1.Good local and English language skills. 較好的中英文語言技巧。 2.Good and positive hospitality attitude. 良好、積極的工作態(tài)度。 3.Able to handle telephone system, OPERA system, F&B Micros system.　　　　　　　　　　　　　　　　　　　　　　　　　　　　　 能夠操作電話系統(tǒng), OPERA前臺(tái)管理系統(tǒng)，餐飲Micros點(diǎn)單系統(tǒng)。 4. Be familiar with menu knowledge and be able to introduce to guests freely. 熟悉掌握菜單知識(shí)并可以自如的向客人做以介紹。

KEY RESULT AREAS 關(guān)鍵領(lǐng)域 1.Co-ordinate group movements, preparations and maintaining correct billings. 對(duì)賬調(diào)賬確保賬單的正確。 2.To carry out administrative requirements as directed. 落實(shí)行政要求指示。 3.Handles all incoming and outgoing mail, documenting as required. 按要求處理所有進(jìn)出郵件和文件。 4.To maintain safe and hygiene work places. 維護(hù)工作場(chǎng)所的安全和衛(wèi)生。 5.Continuously seeking for initiatives to improve operational procedures and service standards. 不斷尋找方法，改善運(yùn)作程序和服務(wù)標(biāo)準(zhǔn)。 PERSONAL SPECIFICATION 職位要求 1.Working knowledge of Front Office practices. 具備前臺(tái)工作經(jīng)驗(yàn)。 2.Proficient in a computer skills. 熟練掌握電腦操作。 3.Office administration skills. 辦公行政管理技能。 4.Performs additional duties as directed by supervisors. 完成主管安排的其它工作。 5.Is fully conversant with all health and safety, fire and emergency procedures. 全面了解酒店安全與衛(wèi)生工作標(biāo)準(zhǔn)及火災(zāi)等緊急求生程序。

KEY RESULT AREAS 關(guān)鍵領(lǐng)域 1.Direct and control all subordinate Front Office staff to ensure that daily operational matters are handled on time and guest expectations are met. 指導(dǎo)和控制前廳部員工確保按時(shí)處理日常事務(wù)和滿足客人期望值。 2.Provide guidance and assistance to Front Office supervisor,?Help them fulfill their responsibilities and help them set and achieve their goals. 給主管級(jí)別的員工提供向?qū)Ш蛥f(xié)助，幫助他們履行自己的職責(zé)并幫助他們樹立和達(dá)成自己的目標(biāo)。 3.Oversees the service standards in all Front Office areas ensuring that they maintain a high standard of service?and meet or exceed guest expectations. 全面負(fù)責(zé)整個(gè)前廳部的服務(wù)標(biāo)準(zhǔn)，確保他們保持高標(biāo)準(zhǔn)的服務(wù)，滿足或超出客人期望。 4.Pay attention?to all guest complaints immediately,?take proper resolution?and follow up. 及時(shí)關(guān)注所有客人投訴，采取正確的解決方式并跟進(jìn)。 5.Make multiple confirmations with other departments to ensure that service procedures, hygiene, maintenance, associates grooming and appearance are up to standard. 與其他部門進(jìn)行多次確認(rèn)，確保服務(wù)程序、衛(wèi)生清潔、檢修保養(yǎng)、員工儀容儀表符合標(biāo)準(zhǔn)。 PERSONAL SPECIFICATION 職位要求 1.Contributes to the morale and team spirit of the hotel by maintaining friendly relationships with associates. 維護(hù)同事間的友好關(guān)系，為酒店的團(tuán)隊(duì)精神和士氣做貢獻(xiàn)。 2.Complete other tasks assigned by superiors. 完成上級(jí)領(lǐng)導(dǎo)安排的其它工作。 3.Makes appropriate suggestions and recommendations to supervisors for the general improvement of the hotel. 為酒店的完善和發(fā)展給領(lǐng)導(dǎo)提出合理的建議。 4.Be familiar with hotel safety standards and emergency procedures such as fire. 全面熟悉酒店安全工作標(biāo)準(zhǔn)及火災(zāi)等緊急事件處理程序。 5.Interacts with guests and soliciting feedback. 積極征求客人的反饋意見。