【崗位職責(zé)】 1、管理總機(jī)房員工；負(fù)責(zé)總機(jī)房的日常組織工作。 2、確認(rèn)所有的叫早電話已經(jīng)記錄，并且已經(jīng)落實(shí)。 3、有效地管理本市和長(zhǎng)途電話設(shè)備，及接線員處理電話,確保有效的總機(jī)服務(wù)。 4、管理對(duì)客留言和傳呼服務(wù),確保留言轉(zhuǎn)接服務(wù)設(shè)施的有效運(yùn)轉(zhuǎn)。 5、對(duì)內(nèi)部工作程序,員工考勤，三個(gè)班次的運(yùn)轉(zhuǎn)的組織和內(nèi)部管理。 6、熟悉酒店的所有分機(jī)號(hào)碼。 7、健全各種問(wèn)訊資料。 【崗位要求】 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)2年以上。 2、口齒清楚，音質(zhì)優(yōu)美，待人熱情，工作負(fù)責(zé)。 3、必須會(huì)說(shuō)和聽(tīng)懂賓客使用的主要語(yǔ)種，英語(yǔ)流利。 4、通曉酒店的服務(wù)設(shè)施、各營(yíng)業(yè)點(diǎn)的服務(wù)項(xiàng)目、服務(wù)時(shí)間以及收費(fèi)標(biāo)準(zhǔn)，掌握總機(jī)房所有設(shè)備的操作程序，機(jī)器性能。

Job Title:Communication Supervisor 職位：總機(jī)主管 Department: Front Office 部門：前廳部 Reports to: Communication Manager 匯報(bào)對(duì)象：總機(jī)經(jīng)理 Position level: Supervisor 職位級(jí)別：主管 Position Overview 職位概況 Supervise Communications Agents on performance standards and telephone manners. Proactive in identifying opportunities to blow away our guests 領(lǐng)導(dǎo)總機(jī)接線員按照標(biāo)準(zhǔn)和電話禮儀的要求完成工作。積極主動(dòng)地把握機(jī)會(huì)為客人制造意外驚喜 The Role 崗位職責(zé) Supervise all Communications agents answer the phone according to the brand standard. 根據(jù)品牌標(biāo)準(zhǔn)指導(dǎo)所有總機(jī)接線員應(yīng)答客人的來(lái)電 Check and update all Resort information in Communications. 每日檢查并更新總機(jī)的相關(guān)信息 Daily meeting and testing of product knowledge to ensure all Communications agents are knowledgeable on Resort facilities and promotions. 每日例行檢查所有接線員的酒店產(chǎn)品知識(shí)的掌握程度，并確保所有人了解酒店的設(shè)施和產(chǎn)品促銷活動(dòng) Daily check wakeup call request and ensure all requests are fulfilled. 每天查看叫醒服務(wù)的需求并確保所有的客人需求安排就位 Be fully aware of the functioning procedure of all switchboard equipment. 完全掌握接線設(shè)備的運(yùn)行程序和狀態(tài) Be knowledgeable of In-Room Dining menu, proficiently take orders and make recommendations. 熟悉客房送餐的菜單，能夠熟練地為客人點(diǎn)單并推薦菜品 Handle the guests feedback and ask for help from senior managers if needed. 處理客人的反饋意見(jiàn)，如若需要?jiǎng)t要向上級(jí)需求幫助 Talent Profile 學(xué)歷要求 College and above大?；蛞陨蠈W(xué)歷 Work Experience 工作經(jīng)驗(yàn) Approximately 2-3 years’ experience as Supervisor / Line Colleague 要求約2-3年的相關(guān)主管或從業(yè)的工作經(jīng)驗(yàn) Skills Set 技能要求 Good presentation and communication skills. 良好的展示及溝通技巧 Good organization skills. 良好的組織技巧 English Fluent in both writing and speaking. 流利的英語(yǔ)說(shuō)、寫能力 Familiar with Microsoft Office: Word, Excel, PowerPoint. 熟悉微軟辦公自動(dòng)化軟件，Word, Excel, PowerPoint High energy level with presentation skills. 具備優(yōu)秀展示技巧 Basic Resort knowledge. 掌握基本酒店產(chǎn)品知識(shí) Basic Training Skills.

Whatever/ Whenever Agent/Coach 隨時(shí)/隨需（總機(jī)）專員/督導(dǎo) 負(fù)責(zé)部門的日常工作，包括但不僅限于接聽(tīng)來(lái)電，處理客人要求和投訴，提供客房點(diǎn)餐相關(guān)服務(wù)和叫醒服務(wù)。管理隨時(shí)/隨需專員的工作并保證使用部門的標(biāo)準(zhǔn)程序，通過(guò)電話為客人提供高質(zhì)量的服務(wù)?；仡櫃z驗(yàn)現(xiàn)有操作，如有需要或遇到問(wèn)題及時(shí)匯報(bào)給隨時(shí)/隨需助理經(jīng)理。 熱愛(ài)“W”品牌及其生活方式，總是對(duì)市場(chǎng)潮流十分敏感?？偸菍ふ倚碌臇|西來(lái)領(lǐng)導(dǎo)市場(chǎng)。

進(jìn)行日常的管理、指導(dǎo)及領(lǐng)導(dǎo)工作，并確保該部門能執(zhí)行廣州富力麗思卡爾頓酒店與麗思卡爾頓酒店公司的標(biāo)準(zhǔn)達(dá)到工作目標(biāo)且員工工作表現(xiàn)符合要求。另須確保酒店的通訊系統(tǒng) 運(yùn)作正常且對(duì)客人提供有禮、高效的電話服務(wù)。 PABX Manager provides day-to-day supervision,direction and leadership to all staff in accordance with the objectives, performance and qualitystandard established by The Ritz-Carlton Hotel Company.? Ensures? that?the? communication? system?of? hotel? is?well? maintained? and?guest communication handled politelyand efficiently. 1.以身作則，達(dá)到目標(biāo)，成為“與客人保持情感 聯(lián)系”的榜樣。Be a role model ofCustomer Engagement. 2.支持并執(zhí)行酒店所介紹的所有客人的認(rèn)知計(jì)劃。Supports and carryout all guest recognition programs implemented by Hotel. 3.監(jiān)督及指導(dǎo)全體員工在日常工作中確保執(zhí)行酒店的政策及標(biāo)準(zhǔn)工作程序。Supervises and guides allstaff to ensure that hotel ’s policies and procedures are adhered to. 4.創(chuàng)造一個(gè)積極、高動(dòng)力的工作環(huán)境，更好地推動(dòng)及發(fā)揚(yáng)團(tuán)隊(duì)精神。Creates a positiveand highly motivated working environment that promotes and develops teamwork. 5.維持一貫的麗思卡爾頓酒店公司和廣州富力麗思卡爾頓酒店的服務(wù)標(biāo)準(zhǔn)。Maintains The Ritz-Carlton Hotel Company andThe Ritz-Carlton Guangzhou service standards.

職位描述 ?1.及時(shí)催收應(yīng)收帳款，以確保信貸部的操作順利而高效。?To ensure the smooth and efficient operation of the Credit and Collection and the timely collection of receivables. 2.審核每日客人余額的報(bào)表，并采取必要的程序進(jìn)行收帳。審核旅行社傭金的報(bào)表。 To review the Daily High Balance Report and initiate immediate action collecting the receivables or to take the necessary steps in preventing the non-collectability of the receivables.Review the Travel Agent’s Commission Report. 3.確保所有掛帳的帳戶都通過(guò)相應(yīng)的信貸控制程序。To review the Travel Agent’s Commission Report.Ensure that adequate credit control procedures are in place for accounts that are to be settled via City Ledger.Organize and conduct a monthly Credit Meeting with the GM and other concerned Division Heads. 4.追蹤，執(zhí)行帳齡報(bào)表。根據(jù)酒店有關(guān)程序進(jìn)行收帳。確保所有帳單被及時(shí)寄出。To follow up the Aging Report and collect accounts following the hotel’s policy regarding collection procedures. To verify if all billing statements have been sent out promptly. 5.對(duì)于信貸申請(qǐng)，提供必要信息。確保應(yīng)收帳款的分錄與總帳一致。To do process Application for Credit Facility and submit recommendation.Ensure that the subsidiary ledger of receivables agree with the general ledge 6.完成公司領(lǐng)導(dǎo)交辦的其他工作。To follow up other tasks which assigned by superior

【崗位職責(zé)】 1、全面負(fù)責(zé)賓客服務(wù)中心的日常運(yùn)營(yíng)工作。 2、確認(rèn)所有的叫醒服務(wù)已經(jīng)記錄，并且已經(jīng)落實(shí)。 3、有效地管理本市和長(zhǎng)途電話設(shè)備，及賓客服務(wù)專員處理電話,確保有效的賓客服務(wù)中心服務(wù)。 4、管理對(duì)客留言和傳呼服務(wù),確保留言轉(zhuǎn)接服務(wù)設(shè)施的有效運(yùn)轉(zhuǎn)。 5、熟悉酒店的所有分機(jī)號(hào)碼，以及酒店所有產(chǎn)品信息。 6、健全各種問(wèn)訊資料。 【崗位要求】 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)2年以上。 2、口齒清楚，音質(zhì)優(yōu)美，待人熱情，工作負(fù)責(zé)。 3、流利使用英語(yǔ)。 4、通曉酒店的服務(wù)設(shè)施、各營(yíng)業(yè)點(diǎn)的服務(wù)項(xiàng)目、服務(wù)時(shí)間以及收費(fèi)標(biāo)準(zhǔn)，掌握總機(jī)房所有設(shè)備的操作程序，機(jī)器性能。

SUMMARY OF POSITION 職位概括 The position of the Communications Guest Relations Officer is considered the employee line level of Front Office Department. It provides spontaneous services and handles all guest services activities in the Communications in accordance with objectives, performance and core standard established by Four Seasons Hotels. 通訊部賓客關(guān)系員屬于前廳部的一線員工。根據(jù)四季酒店的目標(biāo)、績(jī)效、核心標(biāo)準(zhǔn)，通過(guò)對(duì)通訊系統(tǒng)的靈活操作，積極主動(dòng)地為顧客提供服務(wù)。 Answers and directs phone calls request and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. 遵循四季酒店的政策，以高效率、有禮貌、職業(yè)化的工作態(tài)度來(lái)最大化滿足客人需求。應(yīng)客人的需求，接聽(tīng)電話、轉(zhuǎn)接電話、收發(fā)傳真等。 PREFERRED KNOWLEDGE / QUALIFICATIONS? 職位要求 Reading and oral proficiency in English and Chinese language. 基本中英文的口語(yǔ)及閱讀能力。 Must be willing to perform shift work. 能夠接受輪班工作。 Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints. 與客人互動(dòng)要永遠(yuǎn)保持最高水平的好客和專業(yè)精神，盡最大可能去滿足客人的個(gè)性化需求，解決客人投訴。

崗位職責(zé) 1、管理總機(jī)房員工；負(fù)責(zé)總機(jī)房的日常組織工作。 2、確認(rèn)所有的叫早電話已經(jīng)記錄，并且已經(jīng)落實(shí)。 3、有效地管理本市和長(zhǎng)途電話設(shè)備，及接線員處理電話,確保有效的總機(jī)服務(wù)。 4、管理對(duì)客留言和傳呼服務(wù),確保留言轉(zhuǎn)接服務(wù)設(shè)施的有效運(yùn)轉(zhuǎn)。 5、對(duì)內(nèi)部工作程序,員工考勤，三個(gè)班次的運(yùn)轉(zhuǎn)的組織和內(nèi)部管理。 6、熟悉酒店的所有分機(jī)號(hào)碼。 7、健全各種問(wèn)訊資料。 崗位要求 1、大專以上學(xué)歷，有同崗位工作經(jīng)驗(yàn)2年以上。 2、口齒清楚，音質(zhì)優(yōu)美，待人熱情，工作負(fù)責(zé)。 3、必須會(huì)說(shuō)和聽(tīng)懂賓客使用的主要語(yǔ)種，英語(yǔ)流利。 4、通曉酒店的服務(wù)設(shè)施、各營(yíng)業(yè)點(diǎn)的服務(wù)項(xiàng)目、服務(wù)時(shí)間以及收費(fèi)標(biāo)準(zhǔn)，掌握總機(jī)房所有設(shè)備的操作程序，機(jī)器性能。

Butler Service Desk Supervisor專職管家服務(wù)中心主管

崗位職責(zé)： 1.負(fù)責(zé)項(xiàng)目?jī)?nèi)日?？头芾砉ぷ鞯臋z查及監(jiān)督，并有創(chuàng)新管理理念。 2.負(fù)責(zé)業(yè)主投訴、突發(fā)事件處理、協(xié)調(diào)相關(guān)各住戶鄰里糾紛問(wèn)題。 3.定期走訪住戶和業(yè)主，定期完成滿意度調(diào)查征詢工作，與業(yè)主維護(hù)良好關(guān)系。 4.制定客服相關(guān)工作制度，并更新工作流程實(shí)施管理。 5.辦理業(yè)主入住和裝修手續(xù)及相關(guān)資料的歸檔。 6.制定工作計(jì)劃，定期對(duì)客服人員的培訓(xùn)和考核工作（報(bào)修接待、登記、電話記錄、境外辦證、裝修管理、投訴、回訪記錄等）。 7.負(fù)責(zé)物業(yè)管理費(fèi)的收繳，定期安排發(fā)放收繳通知書(shū)，并及時(shí)跟進(jìn)各項(xiàng)費(fèi)用收繳率的統(tǒng)計(jì)及分析原因。 8.定期與業(yè)主之間交流互動(dòng)活動(dòng)，加深業(yè)主對(duì)物業(yè)服務(wù)的知悉度，提升物業(yè)服務(wù)品質(zhì). 10.做好領(lǐng)導(dǎo)交辦的其他任務(wù)。 任職要求： 1.大專以上學(xué)歷，英文流利，能與客戶交流。 2.五年以上高星級(jí)酒店或高端物業(yè)同等崗位工作經(jīng)驗(yàn)。 工作地點(diǎn)：上海市閔行區(qū)金豐路555號(hào)上海西庭網(wǎng)球俱樂(lè)部和公寓

崗位職責(zé)： 1.熟悉酒店內(nèi)所有對(duì)客服務(wù)項(xiàng)目和活動(dòng)信息，并保證當(dāng)班服務(wù)中心的同事都能提供這樣的信息，并成為客人獲取此類信息的來(lái)源。 2.保證正確處理所有客人的叫醒、留言、郵件及傳真。 3.責(zé)任與檢查酒店所有住客電話賬單的準(zhǔn)確性。 4.進(jìn)行每日檢查以確保LQA在對(duì)客服務(wù)中被遵守和執(zhí)行。 5.負(fù)責(zé)向所有來(lái)電者提供友善、有效的服務(wù)。 6.主動(dòng)關(guān)注并參與如客人投訴等待解決問(wèn)題的跟進(jìn)和處理。 崗位要求： 1.酒店管理或相關(guān)專業(yè)的本科或?qū)？茖W(xué)歷 2.在知名國(guó)際酒店內(nèi)從事至少兩年類似崗位的經(jīng)驗(yàn) 3. 熟悉并掌握Opera酒店管理系統(tǒng)和各類辦公軟件 4.優(yōu)秀的中英文聽(tīng)說(shuō)讀寫能力 5.優(yōu)秀的人際關(guān)系和溝通能力

1、具有高度的責(zé)任感和嚴(yán)謹(jǐn)?shù)墓ぷ鲬B(tài)度； 2、熟悉總機(jī)崗位運(yùn)作流程，酒店產(chǎn)品知識(shí)； 3、具有良好的口頭和書(shū)面表達(dá)能力、聲音甜美。 4、接受過(guò)正規(guī)酒店管理培訓(xùn)，熟悉服務(wù)接待流程 5、女，22歲-35歲之間 6、大專及以上 7、同崗位3年以上工作經(jīng)驗(yàn) 8、性格開(kāi)朗外向 9、形象氣質(zhì)良好

崗位職責(zé)/職位描述 1、確保服務(wù)中心話務(wù)臺(tái)24小時(shí)運(yùn)轉(zhuǎn)正常，適當(dāng)安排充足的人力 2、監(jiān)督員工的出勤情況，保證出勤人數(shù)與排班表上相符合 3、計(jì)劃安排員工休息 4、至少四年話務(wù)員操作經(jīng)驗(yàn) 5、熟知酒店電話系統(tǒng) 6、普通話語(yǔ)言流利 7、英語(yǔ)流利 8、微軟辦公軟件熟練；Opera系統(tǒng)操作熟練

DUTIES AND RESPONSIBILITIES 責(zé)任和義務(wù) 1.?Registers and rooms guest according to instructions in their reservations. In the absence of reservation, offers guests suitable accommodation. 根據(jù)客人的預(yù)定要求登記并分房。如果客人并未做預(yù)定，為他提供適合的住宿。 2.?Offers/provides assistance to guests, as needed. 如有需要提供給客人協(xié)助。 3.?In response to guest queries, gives out information regarding hotel services and facilities, the “extras” offered, factual information regarding events, people, accessible places of interest, historical and cultural points of interests, cultural and entertainment performances. 對(duì)客人的詢問(wèn)做出回答，提供有關(guān)酒店服務(wù)和設(shè)施的信息，其他所能提供的信息， 包括事件，人物，娛樂(lè)場(chǎng)所，名勝古跡，文化娛樂(lè)表演等等。 4.?Handles and controls guestroom keys; ensures that a key is available for every room , receives from and issues them to the right guest, initiates requests for replacement of lost keys or for issuance of additional keys as requested by guests, ensures that they are returned by the guests . upon check-out, and closely co-ordinates with the key custodian regarding inventory of keys. 處理并控制客人房間鑰匙，確保每個(gè)房間都有鑰匙，收取鑰匙并將它交給準(zhǔn)確的客 ?人，為鑰匙遺失的客人做附加鑰匙，確保在客人結(jié)賬時(shí)能歸還鑰匙，并與鑰匙保管員一起保管儲(chǔ)備鑰匙。 5.?Keeps an accurate count of rooms sold, vacant, out of order, etc. and maintains accurate record of all hotel guests. 保持準(zhǔn)確的房態(tài)，如空房，未清理，等等。并保留準(zhǔn)確的酒店客人的紀(jì)錄。 6.?Reconciles Room Status report of Housekeeping with that of the Department, advises Chief Receptionist/Assistant Front Office Manager of any discrepancy. 將本部門房態(tài)報(bào)告與客房部的做比較，如有任何差異，向前臺(tái)接待主管/前廳部經(jīng) 理助理匯報(bào)。 7.?Blocks rooms for VIPs and groups, pre-registers them and advises superior and Housekeeping Department accordingly. 為貴賓客人和團(tuán)隊(duì)定房，預(yù)先為他們做登記并根據(jù)需要與上級(jí)及客房部聯(lián)系。 8.?Accomplishes required reports and maintains records necessary for preparation of statistical data such as: 制作指定的報(bào)告并保留需要統(tǒng)計(jì)數(shù)據(jù)的記錄，如： (a)?Daily arrivals and departures record每日到店離店客人記錄 (b)?Room Sales recapitulation賣房資本調(diào)整 (c)?Rooms breakdown report房間報(bào)告 (d)?VIP and special attention list, etc.貴賓和特殊注意列表，等等 9.?Attends to guests’ complaints, enquiries and requests. Refers major problems to superior. 處理客人投訴，詢問(wèn)和要求。對(duì)重要問(wèn)題匯報(bào)上級(jí)。 10.?Ensures the proper use of all Front Office supplies, forms, equipment. 適當(dāng)利用所有前臺(tái)辦公資源，報(bào)表，設(shè)備。 11.?Maintains cleanliness of work area. 維護(hù)工作區(qū)域的清潔。 12.?Performs duties common to all non-supervisory personnel and other duties as may be assigned. 其他被指派的任務(wù)。 JOB SPECIFICATION 職位條件 1. Preferably college graduate or equivalent in experience 大中專科畢業(yè)以上或同等經(jīng)驗(yàn) 2.?Personable and neat 氣質(zhì)良好，頭腦靈敏，積極樂(lè)觀， 3.?Verbal facility 口頭表達(dá)能力良好，樂(lè)于溝通 4.?General knowledge of overall operations and activities of the Hotel 對(duì)酒店總體操作的總體知識(shí)了解

DUTIES AND RESPONSIBILITIES 責(zé)任和義務(wù)   1.Supervises, co-ordinates and participates in the activities of the Front Desk staff such as: 主管，協(xié)調(diào)并參與前臺(tái)員工的日常工作，如： (a)rooming guests 為客人分房 (b)controlling and handling guestroom keys, messages, mail控制和處理客人房間的鑰匙，信息和信件 (c)giving out information 提供信息 (d)keeping and up-to-date minute inventory of rooms for room sale 及時(shí)更新房間情況以便銷售房間 (e)maintaining relevant records for statistical report 保留相關(guān)記錄以備統(tǒng)計(jì)報(bào)告 (f)maintaining accurate file of guest history/registration cards 保留準(zhǔn)確的客人歷史/登記卡的檔案 (g) accuracy of room rack and the alphabetical rack 提供準(zhǔn)確的客房入住率 2. Ensures that the activities of all Front Desk staff are performed on the basis of established procedures and standards. 確保所有前臺(tái)員工的日常工作根據(jù)擬定的程序和標(biāo)準(zhǔn)進(jìn)行。 3.Ensures correctness of information in guest folio, i.e. bills, room rates etc; initials them before handing to the Front Office Cashier. 保證客人編碼，電子賬單，房?jī)r(jià)等信息的準(zhǔn)確性，在將他們交給前廳出納之前檢查一遍。 4. Ensures that guest needs, inquiries, complaints are properly handled and accommodated. 確?？腿说男枨螅儐?wèn)，投訴適當(dāng)處理和調(diào)解了。 5.Checks list of arrivals for the day, takes note of VIPs and other special instructions and requests and implements them. 監(jiān)察每天的到達(dá)客人名單，記錄下貴賓客人和其他特別指示或要求并根據(jù)要求完成 6. Co-ordinates closely with Housekeeping in keeping-up with the status of the guest rooms; maintains proper functioning of room status systems. 與客房部密切合作留意客人的房態(tài)，適當(dāng)操作房態(tài)系統(tǒng)。 7. Reconciles room status report of Housekeeping with that of Front Office, advises Assistant Front Office Manager of any discrepancy. 將客房部的房態(tài)報(bào)告與前廳部的比較，一旦有任何差異通知前廳部經(jīng)理助理。 8.Advises Housekeeping, Room Service, Telephone and other affected departments through proper form or by telephone of all check-ins and checks-outs, cash basis and advance payment registrations, rate and 以適當(dāng)方式或通過(guò)電話通知客房部，客房服務(wù)部，電話和其他有關(guān)部門所有客人登記入住和結(jié)賬的情況，付現(xiàn)金和預(yù)付金登記，放假，等等。

DUTIES AND RESPONSIBILITIES 責(zé)任和義務(wù) 1. Acknowledges turnover by outgoing counterpart of the emergency key and the Assistant Manager’s log book. 通過(guò)應(yīng)急鑰匙和大堂副理記事本核對(duì)客流量。 2. Reviews log book with departmental heads to check on guest service conditions or to recommend changes on existing practices. 與部門主管一起查詢記事本來(lái)核實(shí)賓客服務(wù)的條件或推薦在已有情況下的更改。 3. In the absence of the Departmental Head/Assistant Departmental Head. Sectional Head of an operations unit, monitors the performance of the staff, advises Head of unit of same. 在部門主管/部門主管助理，分部主管不在時(shí)監(jiān)督員工工作表現(xiàn)，給主管提出建議 4. Receives, records and acts on relays complaints and grievances as well as compliments and commendations. 接受、記錄并處理酒店受到的客人的褒獎(jiǎng)抱怨和委屈。 5. Arranges for limousine and photo services for VIPs and dispatches all pertinent information about said persons to company executives concerned. 為貴賓客人安排豪華轎車和拍照服務(wù)并將上述客人的相關(guān)信息分發(fā)至相關(guān)的公司主管。 6. Arranges car services for executives on official business. 為公司總監(jiān)的商務(wù)活動(dòng)安排轎車服務(wù)。 7. Monitors use of all Hotel vehicles and gasoline consumption 監(jiān)督所有酒店車輛的使用狀況和汽油消耗。 8. Offers assistance and provides needed/sought information to guests and VIPs upon their arrival at the lobby; escorts guests to their rooms and requests them to register in the VIP Guest Book whenever necessary. 提供幫助并在客人和貴賓到達(dá)酒店大堂時(shí)提供所需信息，在必要時(shí)請(qǐng)他們?cè)谫F賓客 人登記本上登記。 9. Arranges accommodation of overflow guests in alternate hotel(s) and keeps record thereof; arranges for their return to the Hotel the following day or when conditions allow/exigencies require/justify. 為過(guò)剩的客人安排就近的酒店食宿并作記錄，如果條件允許，安排他們隔天回酒店/緊急處理/證明。 10. Handles questions of charges, investigations of any guest comments and co-ordination with emergency plans. 處理有關(guān)費(fèi)用的問(wèn)題，調(diào)查任何客人的評(píng)價(jià)，緊急事件處理。 11. Makes rounds/conducts inspections on the lobby, of all but not limited to other guest areas in the interest of security, safety, guest relations, economy/conservation and acts, records, monitors to officer(s) concerned and superior(s) operational activities and unusual occurrences, incidents, irregularities, illegitimate activities and significant events affecting unites/or the Hotel as a whole; handles lost-and-found matters. 在大堂里巡視監(jiān)督酒店安全、客戶關(guān)系、經(jīng)濟(jì)/對(duì)話與行為，不包括客人區(qū)域，記 錄并監(jiān)督相關(guān)員工指導(dǎo)相關(guān)工作及區(qū)域或酒店的不尋常的地方和重大事情，處理遺 失事件。 12. Authorizes room or rate changes, paid-outs, rebates, cash advances, release of airline crew allowance, acceptance of personal or company checks, assumption of liabilities, “charge to” billing, etc. following or on the basis of established policies, standards and procedures. 對(duì)換房進(jìn)行管理，根據(jù)酒店擬定的政策，標(biāo)準(zhǔn)和程序處理退還現(xiàn)金，費(fèi)用修正，預(yù) 付金，機(jī)場(chǎng)代表費(fèi)用，接受個(gè)人或公司支票，欠賬處理，轉(zhuǎn)賬賬單處理，等等。 13. Co-ordinates with line departments concerned on discrepancies in room status. 與在房態(tài)上有差異的部門聯(lián)系協(xié)作。 14. Does other duties assigned by the immediate superior. 根據(jù)即時(shí)情況安排其他工作。 JOB SPECIFICATION 職位條件 1. College graduate 大學(xué)?？飘厴I(yè) 2. At least 2 years’ experience in a hotel of international standard 至少2年以上在國(guó)際標(biāo)準(zhǔn)酒店工作經(jīng)驗(yàn) 3. Must be familiar with Front Office operations 必須熟悉前廳部的操作 4. Personable and charming 氣質(zhì)良好 5. Verbal and written facility 口頭表達(dá)和書(shū)面表達(dá)能力良好 6. Able to relate with different types of personalities 能與不同個(gè)性的人交流 7. Should be well versed in local city history, places of interest, shopping areas, theatres, etc. for better guest service 精通當(dāng)?shù)爻鞘袣v史，名勝古跡，購(gòu)物區(qū)，劇院，等等，以便提供給客人更好的服務(wù)