前台接待主管/领班

职位描述
1. 遵循品牌承诺并始终提供优异的对客服务。
Delivers the brand promise and provide exceptional guest service at all times.
2. 适时的为其他部门员工提供同样优质的服务。
Provides excellent service to internal customers as appropriate.
3. 熟悉掌握酒店的产品知识及服务标准。
Be familiar with the hotel’s products and services and policies.
4. 礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
5. 保持与顾客和同事的良好合作关系。
Maintains positive guest and colleague interactions with good working relationships.
6. 经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
7. 确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
8. 问候、接待客人并协助做好入住登记。
Meets and greets all guests and assists with registrations.
9. 确保严格的房卡管理制度。
Ensures the strict control of room keys.
10. 确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
11. 根据顾客意见调查结果，确保所有改进措施贯彻执行。
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
12. 为散客准备欢迎卡及房卡。
Prepares welcome cards and keys for arrival FIT guests.
13. 熟悉当地的酒店及旅游信息。
Ensures accurate knowledge of hotels and the tourism in Jinan.
14. 以协助和灵活的态度与其他员工密切合作，关注酒店的整体成功和客人的满意度。
Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
15. 坚持发扬“群策群力”的精神。
Supports and embraces the spirit of “We work through Teams”.
16. 确定客人抵达和离店的详情，并安排车辆接送、行李搬运及其他服务要求。
Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
17. 完成其他合理分配的职责和任务。
Carries out any otherr