接待主管

岗位概述：
1. Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
致力于酒店工作，为酒店发展提供创造性的建议，为顾客和整个团队提供高品质服务。
2. Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
简单易懂的培训新员工，使其尽快达到胜任工作的最低标准,了解公司的期许与要求。
3. Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
4. Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
5. Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
将客人送至客房，介绍客房布局，确保行李及时送达等。
6. Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知值班经理或宾客关系经理。回访客人，确保客人对解决方法满意。
7.  Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
将客人送至客房，介绍客房布局，确保行李及时送达。
8. Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
作为VIP客人最先联系到的部门，要确保他们的个性化服务。
9. Allocates rooms in accordance to the guests’ reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
10. Liaises with Sales, Reservations and the Business Development team to handle corporate.
协同销售，预订及业务发展团队共同为客人提供服务。.
工作技能技巧要求：
 1.Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
2. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
3. Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
必要的资历要求：
1. Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
优越的数据理解性，能对日常营运的数据给予合理恰当的解释。
2. Thorough organization and supervisory skills proficient in accomplishing the task.
组织管理与督导技能。
3. Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。