前台主管 Guest Service Supervisor

职位描述 Job description
1.召开每日交班会，确保所有员工在接班前做好准备，并知晓酒店最新信息,如：当日预到，新操作流程，特殊关注客人，酒店最新促销活动，培训日程安排及其它相关信息。
Conduct daily shift briefings to disseminate information pertaining to arrivals for the day, new operations procedures, special attention guests, hotel promotions update, training schedules and other related matters to ensure all Front Desk agents are prepared with updated information before the start of each shift.
2.督导宾客关系每一个班次运作，确保每个客人需求得到有效满足，为客人提供热情友好的服务氛围。
Supervise the shift operations at the Front Desk to ensure all guests are attended to efficiently, satisfying their needs and requests, providing a warm and friendly service environment at the Front Desk.
3.按照客人预订要求，为散客和团队客人分配房间，确保所有房间在入住前已准备好。
Handle all room allocations for individual and group guests to ensure rooms are ready for check-in upon guest arrival according to their requests indicated upon room reservation.
4.有效处理客人要求，尤其在前台涉及到房间和房价。在满足客人需求的同时做到客房收益最大化，并帮助员工做决定和处理客人争执。
Effectively handle all guest requests, especially pertaining to room and rate requests at the Front Desk, to maximize room revenue while satisfying guest needs, and be able to assist colleagues in making decisions and diffusing any conflicting situations with guests.
5.负责前台员工培训，检查员工表现，确保所有员工遵守酒店政策程序，并向员工提供反馈，必要时进行跟进和再次培训。
Responsible for training of Front Desk Agents, monitoring their performance to ensure all Agents are following hotel procedures at all times, and to provide feedback and retraining follow-ups when necessary.
6.督导并保证客人有合理的支付方式，如：信用卡预授权，现金押金或者公司和旅行社担保凭证，减少酒店不必要的财务风险。
Monitor and ensure proper set up of payment methods for all guests, supported by credit card imprints, deposits or authorised company/travel agent document, relieving any unnecessary financial risks for the hotel.
任职要求 Qualifications
1.具有饭店专业或相关专业大学学历者优先考虑
University degree in hospitality or related subjects preferred.
2.2年的相关工作经验
2-year experience in Service Center Operations.