Front Desk Manager 前台经理

【岗位职责】
1. Leading for the Front Desk team in order to achieve better service standards in terms of guests and associates satisfaction.
尽可能为内部和外部客人提供优异的服务，以创造更加出色的客人满意度。
2. Ensuring the department is well maintained and in keeping with the company’s integrity and image.
监督领导整个前台团队的工作，在取得客人和员工双方满意回应的前提下，达到更好的服务标准。
3. Organizing adequate/more training for all associates in Front Desk for individual 'self' improvement.
确保整个部门得到良好地运转与维护，保持其符合整个酒店品牌的正面形象。
4. Ensure associates are practising a balanced work/life schedule.
为所有前台员工建立组织充足的培训计划使其能够得到良好的个人发展。
5. Maintain neutral at all times, and strongly adhere to Marriott’s Guarantee Fair Treatment.Areas of jurisdiction will be the Front Desk.
确保员工的工作与生活处于健康平衡状态。坚定地遵循万豪的公平对待原则时刻保持公平中立的态度。
6. Areas of jurisdiction will be the Front Desk.
坚定地遵循万豪的公平对待原则时刻保持公平中立的态度。
7. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
监管前台每日各班次的运营，并确保各项工作遵守相关的政策、标准和程序。
8. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
管理日常运营，确保质量、标准同时满足客户的期望。
9. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
处理投诉、解决纠纷、解决不满和冲突，或以其他方式与他人协商。
【岗位要求】
1. Good knowledge and familiar with Front Desk operation.
掌握前厅部工作知识并且熟悉前台日常运行。
2. Good knowledge of corporate program (BONVOY, Revenue management, etc.).
熟练掌握相关公司计划（BONVOY 会员，收入管理方法等）。
3. Good knowledge of front office computer system (Opera).
熟练运用前台电脑系统，掌握各项功能。
4. Good knowledge of Finance and credit policy.
良好的财务知识，熟悉相关信用政策。
5. Good English language skill.
良好的英语能力。
6. Good communication skill.
良好的沟通技巧。
7. Be good at organize and problem solving.
良好的组织以及解决问题的能力。