房务部培训师 Rooms Trainer

职位描述 Job Description
1.贯彻标准和相应服务保证培训和发展符合酒店实际情况和需求。
Implement tools and services to ensure training and development programsmeet the hotel’s objectives.
2.熟知酒店产品知识及服务技巧并培训员工向宾客介绍并推广酒店的服务和设施。
Maintain a high level of product and service knowledge in order to training colleagues explain and sell services and facilities to guests.
3.维护积极的宾客关系，建立密切关系，提供个性化的服务和协助。
Maintain effective guest relations, builds rapport and offer personalized service and assistance.
4.所有进入酒店的宾客，培训前厅部员工正确回复客人可能产生的问题并提供指引。
Offer assistance to all people entering the hotel. Training FO colleagues answering questions and directing people to their destinations.
5.培训员工礼貌且高效地处理所有客人的投诉及要求，并跟进确保问题的圆满解决。
Training collegues handle allguests complaints and inquiries in a courteous and efficient manner, followingthrough to make sure problems are resolved satisfactorily.
6.监督前厅部所有员工的仪容仪表和守时情况，确保他们根据部门的仪容仪表的规范着装整齐并保持高标准的个人卫生及外表。
Oversee the punctuality and appearance of all shift Front Office agents, makingsure that they wear the correctuniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
7.培训员工确保客人在入住登记和办理离店时能否得到尽善尽美的服务。
Training collegues monitor guests are receiving the best possible service during check-in and check-out.
8.维护客人与同事间的良好关系。
Maintain positive guest and colleague interactions with good working relationships.
9.培训员工处理酒店紧急事件，例如火警，炸弹恐吓等并报告给酒店管理层。
Training Rooms collegues handle hotel emergency case such as fire alarm, bomb threat etc. and report to hotel management.
任职要求 Qualifications
1.三年以上国际品牌酒店前厅部工作经验并有一年前厅副理工作经验。
Minimum 3years of Front Office working experience in an international hotel environment and one year in FO Assistant Manager Position.
2.良好的英语写作与口语能力，有良好的人际关系和与客人的沟通能力，有很好的领导和激励能力。
Good written and oral English proficiency, possess good interpersonal and guest contact skills, able to lead by examplewith leadership and motivating abilities, able to communicate well with alllevels.