前台领班

Main Duties /主要职责
1. To have complete knowledge of Libre standard operating policies and procedures for the
Front Desk.
全面掌握丽朗前台部标准操作政策和程序方面的知识。
2. To have complete knowledge of the operational systems at Front Office.
全面掌握前厅部操作系统专业知识。
3. Builds relationship with guests to delight and gain loyalty.
与客人建立友好关系， 使其喜出望外赢得客人忠实感。
4. Ensures all interactions with guests are handled professionally and with care adhering to resort
policies and procedures.
根据度假村的政策和程序确保专业地处理与客人的关系，并且关心客人。
5. Print VIP arrival report and assign room according to guest request. Ensures room is vacant
clean prior to arrival.
打印预抵的VIP客人的报表，根据客人的要求分配好房间，并确保房间在客人到达前是干净的可卖房。
6. Assign room for early arrival guest or group, retrieve these information from Arrival by Time
Report”.
分配房间给早到的散客或团队，按预抵时间排序的预抵客人报表上获取信息。
7. Coordinate with Housekeeping and Amenity Center on all the rooms assigned for early arrivals.
与客房部和备品中心协调，以便更好地为早到的客人准备好房间。
8. Prepare room bracelet and welcome folders for all guests.
为所有的客人准备手环和欢迎卡。
9. Ensure all guests with airport limousine pick-up are met at the entrance and escorted to guest
rooms directly for check-in.
对于所有预订接机服务的客人，确保要在度假村入口处迎接，并直接引领至客房登记入住。
10. Attends briefings, as required.
按规定参加会议。
11. Maintains good relationships with colleagues and contributes to team spirit.
维持良好的同事关系，促进团队精神。
12. Interacts with other departments to provide additional or specialized guest services.
与其他部门合作，提供额外的个性化的对客服务。
13. Oversees maintenance and handling of equipment used.
监督设备的维护和使用。
14. Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area.
确保及时向相关部门上报设备的故障和不足。
15. Attends scheduled training.
参加定期培训。
16. Participate actively in company initiated employee activities.
积极参加公司举办的员工活动。
17. Ensures that procedures set with regards to guest confidentiality are strictly adhering to.
确保有关对客保密的程序严格地执行。
18. Ensures familiar with emergency procedures. In case of such situation, coordinates all actions
with primary focus on life and second on property protection.
确保熟悉紧急程序，万一发 生紧急事件，一切以生命第一，财产第二的原则采取措施。
19. Supervises Front Desk operation and work flow to maximize guests’ satisfaction.
管理前台营运和工作流程，最大限度的使宾客满意。
20. Gives feedback to the department head on staffing matters to determine official staffing levels
for the section.
关于员工安排方面给部门经理反馈及提出意见。
21. Ensures that proper training of staff is done such that staff has the necessary skill to perform
duties with maximum efficiency.
确保给每一位员工进行培训，以使员工有能力并有效地在其岗位上工作。
22. Assists the department head in determining the training needs for the section.
协助部门领导决定部门的培训需求。
23. Drafts training schedules for the month based on guidelines set by the department head for
approval; implements planned training activities.
根据政策制定每月培训计划，交于部门经理批准并于当月进行培训。
24. Coordinates with the Human Resources Training Manager in all matters pertaining to staff
training and development.
在员工培训和发展的事宜上与人力资源部培训经理相协调。
25. Implements appropriate scheduling and duty roster management to ensure staff on duty at any
given time corresponds with expected business volume.
贯彻排班管理方案以使当值员工人手安排能够适合预期业务量。
26. Sets performance targets for all staff at the start of the performance period based in
department goals as set by the department head.
根据宾客服务总监设定的目标于一个评估期开始前制定业绩标准。
27. Monitors staff performance all throughout, documents both positive and negative performance
indicators in preparation for the formal performance review.
始终监控员工的工作表现，记录所有正面和负面的表现，为日后正式评估做准备。
28. Conducts appraisal sessions for supervised staff and formally documents performance for the
period using official forms, following authorized procedures and observing set time lines as
disseminated by the department head and the Human Resources Division.
按照人力资源部和部门经理授权的程序和时段进行对员工的评估并做出正式的记录。
29. Ensures that all staff report for duty on time, wearing the correct uniform and name tag at all
times.
确保所有员工准时到达工作岗位，并始终按规定穿着制服和佩带铭牌。
30. Ensures that all staffs provide courteous and professional service all the time.
确保所有员工始终保持礼貌和专业的服务。
31. Ensures that the staff adhere to the rules and regulations of the resort.
确保员工始终遵守度假村规章条例。
32. Immediately communicating/updating staff on new rules/standards.
及时向员工传达新的规章制度和服务标准。
33. In charge of PSB system data input and sending.
负责公安局系统的数据输入和传送。
34. Groups arrival / departure preparation and handling. (Task of MICE Specialist)
团队到达和离店的准备工作和处理。（团体会议协调员的工作）
35. Encourages staff to make decisions at customer contact, and ensures staff is aware of the
responsibility and established authority limits all the time. Personally, attends to all guest
complaints immediately and initiates immediate resolution.
鼓励员工在对客服务时做出决定，确保每位员工每时每刻知道自己的职责和权限。能够迅速处理客人的投诉并有效及时地解决。
36. Is responsible for the inventory and control of stationery and collateral for Front Desk use.
负责前台使用的文具和印刷品的库存。
37. Facilitates and ensures a sufficiently manned Front Desk counter all the time.
确保前台接待处柜台始终有足够的人员安排。
38. Ensures ability of Front Desk staff to implement a manual back-up system for Front Desk
functions in case of computer breakdown.
确保前台员工在系统崩溃时能够进行手工操作。
39. Administers the usage of safety deposit boxes.
掌握保险箱的使用情况
40. Oversees room allocations to ensure that guest requests are met while ensuring both guest
satisfaction and optimum rooms’ revenue.
监控房间分配情况，以确保让客人满意和让客房利益最大化的双赢状态。
41. Advises the Service Manager – Credit of any potential credit risks and other related guest
problems.
如有潜在的信贷危险或其他相关问题，及时通知信贷部服务经理。
42. Settles pending bills by contacting concerned guest, Travel Agent or company.
与相关的客人联系以结清所有未结的客人，旅行社或公司的帐目。
Finish extra tasks arranged by superior randomly.
完成上级临时安排的其他工作任务
Qualification: 任职要求
1. Presentable, Communication skills, Good Health，Articulate.
良好的外貌，沟通良好，身体健康，语音清晰
2. Has a rather good grasp of both written and spoken English
相当好的英文口语及书写领会能力
3. College graduate or Certificate in resort Management.
大学毕业文凭或度假村管理毕业证书
4. At least 2 years’ experience in the same Operations.
至少2年的同岗位工作经验
5. Ability to interact, displays initiative, Pleasant, Ability to lead a team, Takes ownership and
initiative
善于交际，主动性，性格开朗,团队领导能力,有主人翁精神和主动性意识
6. Able to work flexible hours.
能适应灵活的工作时间