PRINCIPAL RESPONSIBILITIES 主要職責 ·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施，并在為客人介紹房間設施時可提供簡明的信息。 ·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系，并鼓勵其他同事也依照此行為準則。 ·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，并按照集團的標準和客人的特殊要求在客人到店前準備完好。 ·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體驗。 ·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. 擁有清晰的酒店產品知識從而推銷酒店更好的房型及其他酒店產品，其中包括酒店房態(tài)、餐飲設施、水療中心、健身中心、每日宴會以及相關周邊信息。 ·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反應。 ·Anticipate guestneeds and handle guest inquiries in a helpful and attentive manner. 預先估計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部建立良好的合作關系。 ·Liaise and work closely with other departments toresolve any operational issues. 與其他部門保持緊密聯系和工作從而解決日常營運遇到的問題。 ·Recognize returnguests and VIPs in the hotel. 認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日酒店運營的情況。 ·Be knowledgeableon the Brilliant by Langham program，and make trainingplan for Brilliant by Langham program. 熟知卓逸會內容，并制定卓逸會會員知識的培訓計劃。 ·Be aware of theirresponsibilities in the event of an emergency situation. 清楚知道在緊急事件中所應承擔的職責。 ·Make the training plan for the Guest Relation Staff in all facetsand responsibilities. 承擔起賓客關系部門所有培訓責任，并組織員工在各方面的培訓。 ·Control the costs effectively and achieve the targets. 制定本部門的成本控制計劃，完成相應的工作指標。 ·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隊的衛(wèi)生安全按照酒店的規(guī)定標準執(zhí)行。 ·Identify the strengths and weaknesses ofrespective colleagues and develop their full potential to achieve companygoals. 能確認同事的優(yōu)點和缺點，發(fā)展他們的潛能，以達成公司的目標。 ·Motivate, train and develop potential staff. Make developing plan for staff as necessary. 激勵、培訓和發(fā)展有潛力的員工。必要時，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，采取立即補救行動在必要時進行跟進。確保所有事件都被真實地記錄在值班經理日志中以便查閱。 ·Know andcarry out the Duty Manager daily job accurately. 準確并熟知值班經理的工作內容。 ·Fully understandthe hotel PMS, Vingcard Systems. 理解酒店PMS和 Vingcard系統。 ·Administrative andcorrespondence work including responding to guests complaints or requests with24 hours. 在24小時內處理行政和相關信件處理的工作，包括回復賓客的投訴或要求。 ·Release ‘locked’in-room safes. 為已鎖客房保險箱的解鎖。 ·Provide guidancefor all duty colleagues in case of anyservice shortfalls. 對值班同事提供引導和指導以避免服務缺失。 ·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. 必要時需執(zhí)行任何工作。 REQUIREMENTS職位要求 Education 教育學歷 ·Hotel Management Education. ·酒店管理相關專業(yè)畢業(yè)。 Experience 經驗 ·Minimum of three years Front Office Operation. 三年以上酒店前廳部工作經驗 Computer Knowledge電腦知識 ·Knowledge of MSoffice software. 相關辦公自動化知識。 ·Opera 酒店Opera系統。 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。