前台资深主管/主管 Supervisor/Team Leader - Front Desk

Job Summary
职位简述
To ensure the daily reception desk operation is prepared and assisted in order to ensure no guest’s demand gets delay due to foreseen
requirements. Through preparation and control of collected guest information, ensures that guest arrivals and departures are as efficient and
courteous as possible. The team leader is also the main communication with housekeeping and the call center when requests are carried out.
确保每日前台运作准备充分和得到应有的协助，以确保及时满足客人可预期的需求。通过准备和收集到的客人信息，前台主管要确
保客人的到店和离店都高效顺畅。在于客房部和总机的沟通中，前台主管也扮演着重要角色。
Key Duties and Responsibilities
主要义务和职责
Adhere toall Resort rules and regulations as per Service Standard Policies andprocedures, and follow all communications briefed by the RAM/FDM.
根据服务标准的政策和程序，遵守所有的旅游规则和规定，并跟进 RAM/FDM 在例会上交代的事项。
Attend toduty timely and wearing the correct uniform, name badge and well groomed.
准时上班，穿着正确的制服，佩戴名牌，精心打扮。
Attend toduty timely and efficient manner as per resort standards.
按照度假村标准，按时、高效地履行职责。
Conductdaily briefing and ensure attendance of all team.
进行每日例会确保所有成员出勤。
Hand overaccurate information to next shift/ Prepare daily briefing sheet.
交接班要把准确的信息给到下一班次。
Prepare theduty roster for all Team members and ensure that Civil soft been updated.
准备所有团队成员的班表并更新系统。
Arrange mealbreaks for every shift.
安排每一班次的用餐时间。
Be fullytrained on using the resort PMS system and have the ability to assist thereception desk when required to do so.
充分培训使用PMS 系统，并有能力在需要的时候协助前台接待。
Ensure thatthe guest reservations are complete with all the necessary information,according to resort and municipality standards.
确保客人的预定要根据度假村标准补充所有必要的信息。
Allocaterooms to ensuring all information is correct and according to reservationspecifications.
按照预订的要求分配房间以确保所有的信息都是正确的。
Prepare 7days group forecast and allocate it accordingly.
预测七天内的团队到店情况，并作相应的工作分配。
Ensure thatany special requirements or requests are followed up by trace and communicateto the respective departments.
确保任何特殊的需求或要求都要与各个部门进行沟通并跟进。
In case ofmissing information this is communicated back to the reservation department inorder to retrieve the information prior to the guest arrival.
如果信息不全，需要和预订部沟通，以便在客人到达之前获得相关的信息。
Review thesuite and Imperial Club availability to brief the team on upsellingopportunity.
检查皇家俱乐部的可卖房给团队成员增销机会。
Drive theachievement of the upsell program
推动增销项目。
Ensure thathigh balance report and traces been checked.
确保检查 High balance 报告和 Traces 报告。
Carry outguest check in, check out and requests as per resort standards.
按照酒店的标准给客人办理入住和退房。
Superviseall tasks are carried out properly by all agents.
监督所有工作都正常进行。
Ensures thatthe preferences and requests are allocated prior guest arrival.
确保客人到达之前按照客人的喜好安排。
Ensure thePMS system daily reports and updated hold the correct information distributedto all departments.
确保 PMS 系统的日常报告更新，把握正确的信息分发到各个部门。
Ensures alldeparting guest folios are complete with the correct information and billinginstructions have been followed, and rate charges are correctly billed.
确保所有离店客人的帐单信息是正确并按照帐单明细付费，确保所有的费用是正确的。
Identifiesdaily traces and action required on guests’ requests, special occasions andother sub departmental follow up, and distributes this to all sub departmentalmanagers.
识别客人要求跟进、特殊场合和特殊情况和其他部门一起跟进并将这些信息分发给所有的部门经
理。
Communicatewith Housekeeping Co-coordinator for departure, discrepancy report.
与客房管理协调人员进行沟通，并检查差异报告。
Updatebriefing board in back office with daily and weekly events and promotions, andany other information to be brought to attention to everyone.
每天更新例会内容和每周的会议和特别活动，和任何其他信息都要和所有团队成员分享。
Provideother assistance to the guest services team which might be requested inaddition to the daily tasks.
除了日常工作内容，为宾客服务团队提供其他的帮助。
Have fullknowledge of all resorts accommodation types, additional preferences availableon request, and rates related to the respective accommodation type.
充分了解所有酒店的住宿类型，额外附加服务，以及与住宿套餐相关的价格。
Ensure guestinformation is kept confidential at all the time as per resort standards.
确保客人的信息在任何时候都是保密的。
Have fullknowledge of all events, conventions, and special promotions happening in theresort.
充分了解度假村内发生的所有事件、会议和特殊促销活动。
Oversee andensure the daily collateral stock is accurate and prepare requisitions forcollateral when required.
监督和确保每日的库存准确无误，并在需要时提前准备。
Maintainquality documentation.
保持质量文档。
Skills, Experience & Educational Requirements
技能、经验和教育要求
Communication – Understand basic English and Speak Fluent Mandarin
沟通-了解基本的英文和讲流利的普通话
Previous experience would be advantageous
有相关工作经验者优先
Strong interpersonal skills
有较强的人际交往能力