Front Desk Captain 前台领班

Main responsibilities主要职责                                           
1.     Responsible for advising relevant Senior Management of all incoming VIP guests so that special requirements that may need to be attended to and action accordingly.
要负责向上一级管理人员汇报所有即将抵达的重要客人的情况，以便能够进行特殊的安排。
2.     Ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner. 
确保所有客人的询问和要求能够得到及时、热情、友好的帮助。 
3.     Responsible for ensuring that clear and constant communication lines are kept with all staff, areas and other Departments. 
负责确保同所有员工，区域和其他部门保持良好的沟通。 
4.     Ensures that you are completely aware of the complete range of services and facilities that hotel will provide to its guests and visitors.
确保非常清楚酒店为客人和来访者所提供的服务和设施。 
5.     Ensures that the Front Desk area is not left unattended at any time whilst on duty.
在当班时要保证前台接待任何时候不会空岗。 
6.     To be completely aware of the Fire and Emergency procedures of hotel, and the Front Desk’s responsibilities in an emergency. 
了解酒店的消防和安全程序，并要负责前台的安全。 
7.     Ensures that at all times your personal presentation is immaculate and your clothes or uniform is in line with relevant Front Office and Hotel uniform or clothing codes.
在任何时候要注意个人形象，并且穿着或者制服要符合前厅部和饭店的相关要求。
8.     Maintains and be aware of the importance of guest recognition.
要关注客人，尤其是重要客人。 
9.     Ensures that you as Front Desk shift leader have a comprehensive knowledge of the city and what is happening within the city at all times, and to ensure that all guest and callers inquiries are met with prompt, informative yet friendly solutions. 
作为酒店的前台领班，要对所在城市有广泛的了解并要了解城市中所发生的事情。要确保快捷，友好地解答所有打电话的人或者客人的询问。
10.  Checks the daily Arrival List, Special Arrival List for VIPs, repeat guests and FITs.
检查每日预抵客人表、重要贵宾、回头客和散客的预计抵达表。 
11.  Directs and supervises the Receptionist in guests’ registration in terms of room assignments and allocation. 
直接管理前台接待员的工作，为客人登记、分配房间等。 
12.  Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards. 
通过预抵客人表检查所有预先打印出的登记单，以确保所有的预订房间都已经事先做了登记。  Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests. 
检查所有回头客的登记单以确保所填写的相关资料是客人登记入住所必需的。
13.  To be responsible for the preparation of all the necessary materials for check-in (i.e. Registration, welcome folder, keys etc.) for VIPs, pre-registered guests and groups before their arrival. 
要负责准备客人登记入住时所需要的物品(例如:登记单、欢迎卡、钥匙等)，为重要客人，团队抵达前事先做登记。 
14.  Checks through all actual arrivals for the day to ensure that all relevant information has been keyed in accordingly by the Receptionist. Does follow up on guest’s billing instructions. 
检查当日实际抵达的客人表，以确保接待员已经将所有的相关资料输入了电脑。落实客人的帐务。
15.  Contribute to overall operational efficiency by performing relevant duties as assigned. 
按照要求履行工作职责，尽可能提高工作效率。
16.  Use your supervision skills effectively to encourage and motivate staff.
运用管理技巧调动和提高员工的工作积极性。 
17.  Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention. 
不断地观察对客服务，尽力获得客人的认可和热忱的关注，确保客人得到最大程度的满足。
18.  Responds to guest needs and resolves related problems personally attends to all guest complaints immediately and initiates immediate resolution. 
对客人需求作出反映，解决相关问题。亲身处理客人的任何投诉，并立即采取解决措施
                                                        
  Education / Professional experience学历/专业经验                        
1.      College English level, familiar with Opera or Fidelio system, be good at Microsoft Office.
大学英语，擅长Opera 或 Fidelio 的操作，应用Microsoft Office 软件。
2.      Strong curiosity, open-mindedness, interpersonal skills and sense of initiative.
好奇心强、思维开放、人际交往能力强，主动意识强。
3.      Good presentation, confident speaking skills.
良好的表达，自信的沟通技巧。
4.      Dynamic .
有活力。
5.      Good listening skills and ability to anticipate.
良好的聆听技巧和预见能力。
6.      Enthusiasm in work, carefulness.
积极敬业，工作认真细致。
7.      Good communication and coordination ability, and good team spirit.
具备较强的沟通，协调能力及团队合作精神。
8.      Independent, committed and well-organized.
独立性强、忠诚可靠并具良好的组织能力。
9.      Type and level of experience required may vary slightly based on size and complexity of operation.
工作经验的要求可能因运营规模和复杂性而略有不同。