前台主管

岗位职责
· 确保遵守品牌承诺，在宾客到达酒店后及在酒店停留期间享受到超出其期望的服务。
Ensures the delivery of brand promise and provides exceptional guest service at all times by engaging with guests upon arrival and working with the guest throughout their stay.
· 通过礼貌有效的方式处理所有客人的投诉和要求，并确保问题得到圆满解决。
Handles all guest inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
· 保证宾客满意度调查（HySat）得分达到或超越公司目标。
Ensure that Guest Satisfaction Survey (HySat) score is achieved or exceeds the corporate target.
· 与客人及同事建立起积极的交流互动并保持良好的工作关系。
Maintains positive guest and colleague interactions with good working relationships.
· 通过维持与宾客的良好关系与宾客建立友好关系。
Establishes a rapport with guests maintaining good customer relationships.
· 培训和确保宾客服务员按照品牌标准履行其职责。
Trains and develops Hosts to carry out duties to brand standards.
· 按照要求维持所有设备和客用品的标准库存量。
Maintains par stocks of all equipment and guest supplies as required.
· 办理入住和退房程序，包括核对宾客付款细节、上传客户资料至公安系统及分配房间。
Performs check in and check out procedures by verifying guest payment details, registering the guest with the Public Security Bureau and assigning a room.
· 帮助每位宾客了解熟悉酒店服务和设施。
Assists each guest to become familiar with the hotel services and amenities.
岗位要求
1、大专以上学历，有同岗位工作经验2年以上。
2、有良好的团队领导精神及执行力。工作认真负责，作风正派。
3、熟练掌握前厅部工作的各个环节和程序。
4、身体健康，品貌端正，气质高雅。
5、掌握酒店管理基础知识，善于同宾客交往、沟通，处理周到、果断，能独立处理各种投诉。