前厅部领班 Front Office-TL

岗位职责
§ Assists the Assistant Manager in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
协助宾客服务经理确保部门按照既定的理念顺畅运作，并始终提供礼貌、专业、快捷、灵活的服务。
§ Liaises with Housekeeping and other related departments on daily operations.
在日常运作中与客房部及其它部门密切配合。
§ Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found.
以礼貌、高效的方式处理客人的要求，遇到问题或投诉时，如果不能马上找到解决办法，则进行汇报，并给以迅速追踪。
§ Establishes a rapport with guests, maintaining good customer relationship.
与客人建立并保持良好的关系。
§ Ensures that the cashiering and credit procedures are strictly adhered to.
确保收银及信用卡程序被严格遵守。
§ Organises and liaises with Housekeeping Department to ensure that the established cleaning schedules are strictly adhered to.
与客房部配合，确保严格执行已定的清洁计划。
§ Ensures that all guests’ messages, mail, fax and parcels are handled and distributed properly.
确保正确处理所有客人的留言、邮件、传真及包裹。
§ To ensure that all guests check in/ out are being handled according to the Departmental Operations Manual requirements.
确保按照部门运营手册的要求为客人办理入住及离店手续。
§ Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information.
确保以真确的方式处理客人的信息及文件，以保守客人信息的机密性。
§ To ensure that guest’s room number is not given to unauthorised person as to ensure maximum security for the in-house guests.
确保不将客人的房间号提供给未被授权的人，以最大限度地保证住店客人的安全。
岗位要求
1、大专以上文化程度，英语会话流利，会操作Opera系统。
2、性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感。
3、通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。
4、熟知本地交通旅游、文化、风俗、美食、娱乐等到信息。
5、相貌端正，身体健康。