Executive Floor Supervisor 行政楼层主管

【岗位职责】
1. Maintain effective guest relations, builds rapport and offer personalized service and assistance.
维持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助。
2. Review arrival guests’ information on a daily basis refer to Master Arrival Report; include VIP, Marriott
Bonvoy Members, Regular guests, Groups, special requests etc. pre-assign room for VIP guest.
每班次下载 Master Arrival Report, 检查当日抵店客人信息，包括贵宾、万豪旅享家会员、常客、团队
的情况以及特别要求，为 VIP 客人分配房间。
3. Familiar with Front Office Standards and Procedures.
熟悉前厅部工作服务标准及操作程序。
4. Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special
events, etc.
全面了解掌握酒店房价、折扣、包价、饭店设施及特别事件。
5. Fully in charge the loyalty program, ensuring correct handling, prepares reports and actively
participates in enrolling new members.
全面负责忠诚会员计划，确保正确处理、准备相关报告并积极发展新会员。
6. Report to management on deficiencies and irregularities noted in the operation.
向管理层汇报酒店运行过程中的不足和不合理行为。
7. Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest
leaving the hotel dissatisfied. Solicits assistance from Management if needed.
确保客人的抱怨被合适地记录并采取行动避免客人不满意的离开酒店。必要时从管理人员处获得帮助。
8. maintain a good knowledge of the Marriott Bonvoy Members program, ensuring correct handling,
prepares reports and actively participates in enrolling new members.
维持对万豪旅享家会员的高度了解，确保正确处理、准备报告并积极参与发展新会员。
9. Assist in resolving guest billing, disputes etc. Assist in resolving accounting matters.
协助解决客人账单问题、争议等，解决员工财务账务问题。
10. Control cost according to department budget.
根据部门预算合理控制成本。
11. Assist in departmental training and assessments.
协助部门的培训和评估。
12. Work close with Front Desk Manager and Reception team.
与前台经理及前台员工保持密切合作。
13. Represent Management in all guest related issues in the best possible way.
尽可能用最好的方式代表酒店管理层处理与客人有关的一切事宜。
【岗位要求】
1. Good knowledge and very familiar with concierge operation.
掌握礼宾部的工作知识并熟悉行政酒廊的日常运行。
2. Good knowledge of local area information, handle guest request efficiently.
熟悉各类相关信息，尽力为客人解决问题。
3. Good supervisory skill, with emphasis on “people management”.
良好的管理技能, 强调“人性化管理”。
4. Good communication skill.
良好的沟通技巧。
5. Be good at organize and problem solving.
良好的组织以及解决问题的能力。
6. Positive attitude under pressure.
良好的心理承受能力，在工作中始终保持积极态度。
7. Training & presentation skill.
良好的培训以及展示技巧。
8. Detailed Knowledge of computer system.
熟练的计算机能力。