前厅部经理/Lead Front Office Enthusiast

Assist to the Lead Operations Enthusiast in administration and management all welcome service operation to ensure profitability, control cost and quality standards to insure total guest satisfaction. Areas of responsibility welcome table, guest relations, How Can We Help, Concierge. As a department head, directs and works with all enthusiasts to successfully execute all guest services operations, including guest arrival, departure procedures and guest stay overall experience. Strives to continually improve the engagement between guest and enthusiast. Ensure guests have A Positive stay.
协助营运经理管理前厅部运作，包括利润最大化，控制成本和服务质量，负责区域包括宾客关系,悦然相助，礼宾。作为部门负责人，指导并与同事一起推进前厅部的运作， 包括宾客预抵,退房程序和住店期间的整体体验。争取不断推进提高同事与客人之间的情感沟通，确保客人有喜出望外的感受。
1.To manage the day-to-day aspects of Welcome collaborative as it pertains to the Hotel Operation, particularly in the Front of House and any areas where VIPs and Hilton Honors members might be involved. The Assistant Lead Welcome Enthusiast provides supervision, direction and leadership to welcome enthusiast on shift, and is actively involved in the operation, to the extent of personally taking ownership of every experience of VIP guests and Hilton Honors members, and more broadly with the experience of each and every guest at the Canopy Chengdu.
做为酒店整体运营中的一个重要环节，管理并规范前厅部的每日运作及与其它部门的协调，特别是前厅或其它与客人或会员有密切参与的部门。将监督，指导和领导前厅部好客使者的每日运行并身体力行参与到其中，以确保每个VIP、希尔顿荣誉会员及其他客人在成都嘉悦里有个完美的体验。
2.Establish and nurture a collaborative of highly motivated people whose collective goal is to provide exemplary service to all guests from the moment they arrive to the time they depart. To understand and promptly respond to individual guest needs while placing great emphasis on anticipating those needs before they are asked. Motivate collaborative to not just meet request, but add a “positively” factor to each and every interaction and request, and create the perception that while one is a guest at the Canopy Chengdu, that noting is too difficult or impossible.
建立和培养一支优秀的团队，我们的共同目标是为每一个客人提供卓越的服务。及时了解客人需求并在客人开口提出要求前给予客人回馈，让客人深切感受到被重视及超越期待的。激励团体不但只满足于完成客人的要求，同时要超乎客人的需求，让每个在成都嘉悦里的客人喜出望外，那么就没有什么是做不到的。
3.The ultimate measurement of success will be reflected in the results of both internal and independent third-party assessments of quality service delivery standards. The Asst Welcome Enthusiast will be involved in any service enhancement activity or review, including analyzing of guest feedback and issues, SALT, QA, standards assessment tools at a departmental level, and in liaising with the Training Manager on how to resolve service quality issue.
工作的有效及成功会同时反映在内部和外部第三方服务质量评估标准结果中，前厅部副经理将参与到任何能提升服务的活动或评论中，包括分享客人的反馈和问题分析、SALT、集团质量审计、保持部门服务标准的评估软工具等，并与培训经理沟通如何解决服务质量问题。
4.Drive for Hilton Honors enrollment to achieves goal.
推动团队对希尔顿荣誉客会的招募并达成目标
5.Drive overall experience for Front Office achieves QA standard. And SALT, Trip advisor, Ctrip etc Top ranking are achieves.
推动前厅部的整体体验达到集团审计标准。推动SALT、猫途鹰、携程等网络排名居前。
6.Drive Front office upselling: rooms, Amenities, Limousine etc… and achieves the desired upselling goal.
推动前厅部增销如:客房、备品、豪华轿车等，达到预期的销售目标。