前台主管 FO Lead Host

1. Plans and supervises the day to day operations of the reception section which are related to the arrival and departure of guest, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
计划并管理前台每日预抵，离店相关的情况，包括客房销售、VIP及团队客人的房间安排和入住登记情况。
2. Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.
协调并监督直接下属的每日工作，要求宾客接待员保持良好的仪容仪表，以确保客人满意并达到酒店的服务标准。
3. Carries out training for new team members and on the job training. Motivates team member to bring about excellent performance. Participates to the evaluation of team member performance once a year.
负责新团队成员的相关培训及在职培训，激励团队成员保持优秀表现，并参与部门团队成员年度绩效评估。
4. Handle requests and complaints in a polite and efficient manner, gives further instructions to the relevant team member if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follows up when necessary. if cannot handle, inform to Host Duty Manager immediately.
礼貌并有效的处理客人的要求和投诉。为确保客人的满意度，予以相关团队成员进一步的指导，并收集和记录所有客人的投诉和意见，必要时予以跟进。无法解决时，及时报告给当班经理。
5. During peak period, provides help and support to the receptionists with check-in, check-out and handling guest requests.
在入住和退房的高峰期，给予前台团队成员帮助和支持，并处理相关客人的需求。