PRINCIPAL RESPONSIBILITIES 主要職責(zé) ? ?Execute job tasks according to the pre-defined standards & procedures and in compliance with the company employment handbook 根據(jù)擬定的規(guī)定條例以及公司員工手冊執(zhí)行其職責(zé)范圍內(nèi)的工作。 ?Ensure Front Desk area up to standard and all operating equipment is well-maintained. 確保前臺區(qū)域符合標(biāo)準(zhǔn)，所有營運(yùn)設(shè)備運(yùn)作正常. ?Demonstrate honesty, reliability, ethics, and professionalism; demonstrate consistency between words & behaviour. 展現(xiàn)誠實(shí)，可靠，規(guī)范及專業(yè)的工作禮儀。 ?Accept personal responsibility and accountability for achieving?results within targeted timelines; ensure clear authority and accountability for results by others. 在規(guī)定的時(shí)限內(nèi)承擔(dān)相應(yīng)的責(zé)任及義務(wù)從而完成任務(wù)。并清晰其他職務(wù)的權(quán)限及責(zé)任。 ?Ensure all tasks are carried out accurately, efficiently and within ?the allocated timeframes for each task. All tasks must be closed in the FCS system once completed. 在指定的時(shí)間內(nèi)準(zhǔn)確,有效地執(zhí)行每一個任務(wù)。一旦完成后,所有任務(wù)都必須在FCS系統(tǒng)中被關(guān)閉。 ?Be fully knowledgeable about the hotel facilities, functions and ?local area information. 熟知酒店設(shè)施，功能及當(dāng)?shù)貐^(qū)域信息。 ?Add value through operational efficiency through process improvement; understand and focus on the key drivers of sales, colleague ?and customer satisfaction, profitability, and quality. 通過收入的增長和有效的運(yùn)作提升價(jià)值；理解并關(guān)注銷售，同事和賓客的滿意度，收益和質(zhì)量的關(guān)鍵。 ?Be familiar with hotel emergency procedures, eg. fire alarm and take charge during emergency situations. 熟悉酒店對于緊急情況的程序，例如：遇火警時(shí)負(fù)責(zé)緊急情況的處理。 ?Perform accurate registration of arriving guests according to the hotels standards & procedures and guest reservation information and preferences. 遵循酒店規(guī)定，賓客預(yù)定信息及喜好，準(zhǔn)確地為入店賓客提供入住登記手續(xù)。? ?Perform accurate cashiering duties for departing guests according to the hotel standard & procedures while using and balancing their individual house bank. 遵循酒店關(guān)于收銀員管理個人備用金的規(guī)定，準(zhǔn)確地為離店賓客辦理結(jié)賬業(yè)務(wù)。 ?Up sell and cross sell of hotel rooms and facilities to maximize ?revenue. 推銷酒店其他房型及其他產(chǎn)品從而最大化增加酒店收入。 ?Conduct foreign currency exchange for in house guests. 為住店賓客提供外幣兌換業(yè)務(wù)。 ? ?Handle pre-block room for VIPs or other special attention guests. 處理VIP客人及其他需特殊照顧賓客的提前入住登記工作。 ?Attend to all guest enquiries with poise in a helpful and professional manner. 用樂意和專業(yè)的態(tài)度應(yīng)答賓客所有的詢問。 ?Be familiar with hotel room configuration, all special rates & ?programs and the?Brilliant Program. 熟悉酒店房間形態(tài)，所有優(yōu)惠價(jià)和促銷活動以及朗廷卓逸會內(nèi)容。 ?Understand the hotel PMS in regards to Front Desk operation. 理解酒店使用系統(tǒng)中有關(guān)前臺營運(yùn)的知識。 ?Handle city ledger payments. 處理掛賬。 ?Handle on day walk in reservation requests. 處理無預(yù)定賓客前來登記及賓客的其他要求。 ?Update guest profiles accurately in the hotel PMS and registration cards. 準(zhǔn)確地在酒店系統(tǒng)中更新賓客的資料以及填寫賓客入住登記卡。 ?Work closely with other departments to ensure a seamless service flow for the guests to maximum guest satisfaction. 和其他部門緊密合作以確保為賓客提供無可挑剔的服務(wù)從而最大化提高賓客滿意度。 ?Understand their role in an emergency situation in the hotel. 理解在酒店遇到緊急情況時(shí)應(yīng)充當(dāng)?shù)慕巧??Attend assigned training sessions on time and as scheduled. 依照安排準(zhǔn)時(shí)參加培訓(xùn)課程。 ?Ensure attendance to work is on time as scheduled. 按照班表安排準(zhǔn)時(shí)上班。 ?Work over night shifts as required. 根據(jù)需要出勤夜班。 ?Balancing of all cashiers' cash float at the end of each shift. Any discrepancy must be immediately reported to FD Supervisor/Duty Manager/Front Desk Manager. 每個班次結(jié)束后確保現(xiàn)金無誤。任何差異必須及時(shí)向當(dāng)班主管、大堂經(jīng)理或前臺經(jīng)理匯報(bào)。 ?Basic clerical or administrative work. 基礎(chǔ)的行政或文員的工作。 ?Perform other duties as assigned by the management. 在管理層的安排下承擔(dān)其他工作職責(zé)。 ? REQUIREMENTS 職位要求 ? Education 教育學(xué)歷 ?Certificate / Diploma / Bachelor in Hotel Management 酒店管理類證書/學(xué)歷證明/學(xué)士學(xué)位證明 ? Experience 經(jīng)驗(yàn) ?One years working experience, preferably in hotel industry 一年相關(guān)的酒店工作經(jīng)驗(yàn) ? Job Skill / Knowledge 工作技能 / 知識 ?Out-going personality 性格開朗 ?Good communication skills 良好的溝通技巧 ?Office ?administration experience 辦公室行政經(jīng)驗(yàn) ? Computer Knowledge 電腦知識 ?Knowledge of MS office software 相關(guān)辦公自動化知識 ?Opera PMS 酒店Opera系統(tǒng) ?FCS FCS系統(tǒng) ? Language Proficiency 語言能力 ?Good command of English and Mandarin, other languages would be beneficial. 良好的英語及普通話掌握能力,其他語言掌握者優(yōu)先考慮。

PRINCIPAL RESPONSIBILITIES 主要職責(zé) ?Coordinate with front office to ensure that every guest are roomed 與前臺協(xié)調(diào)好，確保為每位客人介紹過房間。 ?Be fully familiar with the room facilities and provide concise information about it to the guest during the rooming process? 要非常了解房間的設(shè)施，并在為客人介紹房間設(shè)施時(shí)可提供簡明的信息。 ?Ensure VIP rooms are in good condition and being set-up according to Brand standard and guest’s special requirements prior the VIP’s arrival. 確保所有VIP房間可以正常使用，并按照集團(tuán)的標(biāo)準(zhǔn)和客人的特殊要求在客人到店前準(zhǔn)備完好。 ?Review all VIP/ Brilliant members’ arrival to ensure they receive their preferred room and amenity.? 要核查所有VIP和卓逸會會員的到店，確保他們優(yōu)先得到舒適的房間和設(shè)施。 ?Must be in the lobby and front office areas during their shift. 必須在工作班次中服務(wù)于酒店大堂和前廳區(qū)域。 ?Have a clear general knowledge of the hotel product to allow up sell and cross sell of hotel rooms and facilities. This should include room types, food and beverage facilities, spa and health club, daily catering events and local neighbourhood information. 擁有清晰的酒店產(chǎn)品知識從而推銷酒店更好房型及其他酒店產(chǎn)品。其中必須包括酒店房態(tài)，餐飲設(shè)施，水療中心，健身中心，每日宴會以及相關(guān)周邊信息。 ?Welcome and farewell guests from the lobby. 在酒店大堂歡迎及歡送賓客。 ?Greet and acknowledge guests that are waiting in the lobby. 與在大堂等候的客人打招呼并作出相應(yīng)反應(yīng)。 ?Anticipate guest needs and handle guest inquiries in a helpful and attentive manner. 預(yù)先估計(jì)賓客的需要并用殷切有理的態(tài)度處理賓客的需求。 ?Escort guests upon arrival to front desk and introduce by name to front desk colleague.. 引領(lǐng)未入住賓客去前臺并向前臺接待員介紹賓客的名字。 ?Guest Relation Officer must be able to talk to guests should they be waiting in a queue to check in or check out. 賓客服務(wù)大使必須與排隊(duì)等候入住或結(jié)帳的賓客交流。 ?Listen to guests requests with warmth, care and empathy and where necessary show guests to particular service areas for more information or action. 充滿熱情,關(guān)懷及感同深受地聆聽賓客的需求,在有必要的情況下帶領(lǐng)賓客去相關(guān)服務(wù)區(qū)域從而獲得更多的信息或行動。 ?Recognize return guests and VIP’s in the hotel. 認(rèn)識酒店的再次入住賓客和VIP客人。 ?Guest Relation Officer should never be behind the front desk. 賓客服務(wù)大使不必須在前臺內(nèi)工作。 ?Attend daily shift briefing and be fully aware of the on-day room’s situation. 參加每日例會并清楚了解當(dāng)日房態(tài)的情況。 ?Be knowledgeable on the Brilliant program. 熟知朗廷卓逸會內(nèi)容。 ?Be aware of their responsibilities in the event of an emergency situation. 清楚知道在緊急事件中所應(yīng)承擔(dān)的職責(zé)。 ?Guest Relation Officer must perform other duties as assigned by their supervisors or managers. 賓客服務(wù)大使必須履行主管或者經(jīng)理安排的其他工作職責(zé)。 ?Drive the Brilliant program to attain set targets and ensure the guests receive the required recognition and benefits for their membership level. Relevant colleagues in Front Office should be certified as Brilliant ambassadors and all guest facing colleagues must be aware of the benefits and joining requirements of the program 推進(jìn)卓逸會項(xiàng)目從而達(dá)到設(shè)訂的目標(biāo)并確保賓客依照他們的會員級別獲得相應(yīng)的會員禮遇.。所有前廳同事都應(yīng)通過卓逸會的考核并成為大使，所有對客同事都必須了解會員的禮遇及人會條件。 ?Attend assigned training sessions on time and as scheduled. 準(zhǔn)時(shí)參加已安排的培訓(xùn)課程。 ?Ensure attendance to work is on time as scheduled. 確保按照預(yù)先安排的班次準(zhǔn)時(shí)上崗工作。 ?Perform any duties assigned by the Management deemed necessary. 執(zhí)行任何管理層委托的工作。 REQUIREMENTS 職位要求 Education 教育學(xué)歷 ?Certificate / Diploma / Bachelor in Hotel Management 酒店管理類證書/學(xué)歷證明/學(xué)士學(xué)位證明 Experience 經(jīng)驗(yàn) ?One year working experience, preferably in hotel industry 一年相關(guān)的酒店工作經(jīng)驗(yàn) Job Skill / Knowledge 工作技能 / 知識 ?Out-going personality 性格開朗 ?Good communication skills 良好的溝通技巧 Computer Knowledge 電腦知識 ?Knowledge of MS office software 相關(guān)辦公自動化知識 ?Opera PMS 酒店Opera系統(tǒng) ?PSB PSB系統(tǒng) Language Proficiency 語言能力 ?Knowledge of English,?Fluent in Mandarin 英語精通，普通話流利 ?Foreign Preferred 外籍優(yōu)先

PRINCIPAL RESPONSIBILITIES 主要職責(zé) ·Be fully familiar with the room facilities and provide conciseinformation about it to the guest during the rooming process.? 要非常了解房間的設(shè)施，并在為客人介紹房間設(shè)施時(shí)可提供簡明的信息。 ·Build positive and productive working relationships with customers,subordinates, peers, superiors, business partners, and the community; encouragethis behavior in others. 與賓客、下級、同級、上級、合作伙伴及社區(qū)建立正面及有效的工作關(guān)系，并鼓勵其他同事也依照此行為準(zhǔn)則。 ·Ensure VIP roomsare in good condition and being set-up according to Brand standard and guest’s special requirements prior theVIP's arrival. 確保所有VIP房間可以正常使用，并按照集團(tuán)的標(biāo)準(zhǔn)和客人的特殊要求在客人到店前準(zhǔn)備完好。 ·Work closely withcolleagues to ensure service experience that meets the brand's requirements. 與對客同事緊密合作確保向賓客提供符合品牌要求的服務(wù)體驗(yàn)。 ·Review all VIP/Brilliantby Langham members’ arrival to ensure they receive their preferred room and amenity.? 要核查所有VIP和卓逸會會員的到店，確保他們優(yōu)先得到舒適的房間和設(shè)施。 ·Be familiar with Opera knowledge and must be in the lobby and front office areas during their shift. 熟練掌握Opera技能，需在工作班次中服務(wù)于酒店大堂和前廳區(qū)域。 ·Have a cleargeneral knowledge of the hotel product to allow up sell and cross sell of hotelrooms and facilities. This should include room types, food and beveragefacilities, spa and health club, daily catering events and local neighbourhoodinformation. 擁有清晰的酒店產(chǎn)品知識從而推銷酒店更好的房型及其他酒店產(chǎn)品，其中包括酒店房態(tài)、餐飲設(shè)施、水療中心、健身中心、每日宴會以及相關(guān)周邊信息。 ·Welcome andfarewell guests from the lobby, and greet and acknowledge guests that are waiting in the lobby. 在酒店大堂歡迎及歡送賓客，與在大堂等候的客人打招呼并作出相應(yīng)反應(yīng)。 ·Anticipate guestneeds and handle guest inquiries in a helpful and attentive manner. 預(yù)先估計(jì)賓客的需要并用殷切有理的態(tài)度處理賓客的需求。 ·Ensure a smooth coordination between the individualsections of Front Office and Rooms Division. 確保與其他前廳各分部門及房務(wù)部建立良好的合作關(guān)系。 ·Liaise and work closely with other departments toresolve any operational issues. 與其他部門保持緊密聯(lián)系和工作從而解決日常營運(yùn)遇到的問題。 ·Recognize returnguests and VIPs in the hotel. 認(rèn)識酒店的再次入住賓客和VIP客人。 ·Attend daily shiftbriefing and be fully aware of hotel operation situation. 參加每日例會并清楚了解當(dāng)日酒店運(yùn)營的情況。 ·Be knowledgeableon the Brilliant by Langham program，and make trainingplan for Brilliant by Langham program. 熟知卓逸會內(nèi)容，并制定卓逸會會員知識的培訓(xùn)計(jì)劃。 ·Be aware of theirresponsibilities in the event of an emergency situation. 清楚知道在緊急事件中所應(yīng)承擔(dān)的職責(zé)。 ·Make the training plan for the Guest Relation Staff in all facetsand responsibilities. 承擔(dān)起賓客關(guān)系部門所有培訓(xùn)責(zé)任，并組織員工在各方面的培訓(xùn)。 ·Control the costs effectively and achieve the targets. 制定本部門的成本控制計(jì)劃，完成相應(yīng)的工作指標(biāo)。 ·Enforce standardof personal grooming and hygiene of the team according to hotel requirement. 確保員工的個人儀容儀表和團(tuán)隊(duì)的衛(wèi)生安全按照酒店的規(guī)定標(biāo)準(zhǔn)執(zhí)行。 ·Identify the strengths and weaknesses ofrespective colleagues and develop their full potential to achieve companygoals. 能確認(rèn)同事的優(yōu)點(diǎn)和缺點(diǎn)，發(fā)展他們的潛能，以達(dá)成公司的目標(biāo)。 ·Motivate, train and develop potential staff. Make developing plan for staff as necessary. 激勵、培訓(xùn)和發(fā)展有潛力的員工。必要時(shí)，為員工指定職業(yè)發(fā)展規(guī)劃。 ·Handledissatisfied guests to resolve complaints, to all emergency situations, to medical consultation and treatment requests, to colleagueaccidents or conflicts take remedial actions immediately and follow up asnecessary. Ensure all guest concerns are promptly logged and report to themanagement in the DutyManager log. 處理對于賓客不滿意而導(dǎo)致投訴，對于緊急情況，處理醫(yī)療咨詢和診治要求，同事意外或者沖突，采取立即補(bǔ)救行動在必要時(shí)進(jìn)行跟進(jìn)。確保所有事件都被真實(shí)地記錄在值班經(jīng)理日志中以便查閱。 ·Know andcarry out the Duty Manager daily job accurately. 準(zhǔn)確并熟知值班經(jīng)理的工作內(nèi)容。 ·Fully understandthe hotel PMS, Vingcard Systems. 理解酒店P(guān)MS和 Vingcard系統(tǒng)。 ·Administrative andcorrespondence work including responding to guests complaints or requests with24 hours. 在24小時(shí)內(nèi)處理行政和相關(guān)信件處理的工作，包括回復(fù)賓客的投訴或要求。 ·Release ‘locked’in-room safes. 為已鎖客房保險(xiǎn)箱的解鎖。 ·Provide guidancefor all duty colleagues in case of anyservice shortfalls. 對值班同事提供引導(dǎo)和指導(dǎo)以避免服務(wù)缺失。 ·Provide amanagement presence in the lobby and hotel back and front of house areas forcolleagues. 在酒店大堂、前區(qū)和后區(qū)，為同事們起到管理層作用。 ·Perform any duties that Management deemsnecessary. 必要時(shí)需執(zhí)行任何工作。 REQUIREMENTS職位要求 Education 教育學(xué)歷 ·Hotel Management Education. ·酒店管理相關(guān)專業(yè)畢業(yè)。 Experience 經(jīng)驗(yàn) ·Minimum of three years Front Office Operation. 三年以上酒店前廳部工作經(jīng)驗(yàn) Computer Knowledge電腦知識 ·Knowledge of MSoffice software. 相關(guān)辦公自動化知識。 ·Opera 酒店Opera系統(tǒng)。 LanguageProficiency 語言能力 ·Good command ofEnglish and Mandarin, other languages would be beneficial. 良好的英語及普通話掌握能力，掌握其他語言者優(yōu)先考慮。