前厅部副经理 Assistant Front Office Manager

• Manages all operational tasks as well as their respective delegation and follow-up.
管理前厅部所有运营任务以及与之相关的委派与跟进。
• Coordinates management of the Front Desk, Executive Floor, Concierge to ensure a smooth operation and the highest level of guest satisfaction.
协调前台、行政楼层、礼宾部等部门的工作，以确保运营顺畅及客人满意度。
• Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
• Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
• Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
主动关注并参与如客人投诉等待解决问题的跟进和处理。
• Prepare, develop, implement and evaluate up-selling and ALL member enrollment strategy, to maximize room revenue & guest loyalty.
起草、发展、实施和评估前台房间销售升级和雅高心悦界会员招募计划，以最大化收益和客人忠实度。
• Ensures that all Front Office related Hotel Policies and Procedures are adhered.
确保与部门相关的酒店各项政策与程序都被严格执行。
• Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
明晰酒店产品知识，确保贵宾及活动信息的时效性和准确性。
• Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners.
监督团队接待，检查并确保团队预订所提出的细节达到要求，并与会议/团队组织者保持联系。
• Presence in the Front Office and lobby area at critical guest flow time.
客流高峰期间在前厅及大堂区域督导部门运营。
• Involvement in guest complaint handling, whenever the situation required, adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解并掌握安全及紧急程序。
• Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
• Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
• Maintains all information security standards compliance of Front Office at 100%.
确保所有信息安全标准都被百分之百的执行。
• The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
• Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。