前台领班

Maintain the Friendly and Efficient Service in Front Desk
保持友善和高效前台服务
· Co-ordinate all arrivals and departures, monitoring waiting times, always keeping every guest informed and ensuring that they are as comfortable as possible. Meet and greet VIP guests.
协调所有入住和离店的办理，关注客人等房时间，保持客人被告知各种状况并确保每一位客人尽可能的舒适和满意。接待贵宾。
· Ensure LQA standards are implemented and delivered to every guest.
掌握LQA在对客服务中被遵守和执行。
· Handles guest and talent enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
礼貌且高效地处理客人及人才的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告。
· Ensures the receptionist operate with suitable sales attitude, and that all talents are aware of the Hotel’s facilities, services and focal selling points to professional present to guest at every appropriate opportunity.
确保前台接待都有很好的销售意识，并熟知酒店的设施、服务和卖点，并在合适的机会以专业的态度展现给任何一个潜在的客人。
· Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
掌握酒店产品知识，确保贵宾及活动信息的时效性和准确性。
· Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners.
参与团队接待，检查并确保团队预订的细节达到要求，并与会议/团队组织者保持联系。
· Ensure that there is adequate talent coverage at the Front Desk at all times; and be present at the Front Desk whenever possible.
确保前台随时都有充足的人手，并随时在前台处理所有对客事宜。
· Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Front Desk is continuously clean and tidy.
确保整个前厅部及其周边区域，包括大堂、礼宾部和前台区域，从始至终干净整洁。
· Be fully competent in all reception and cashier duties, and cover all shifts if required.
完全胜任所有前台接待职责；如需要，可以承担所有班次的职责。
· Deal with room moves and other special guest requirements, maintain amicable and co-operative working relations with all other departments, and ensure seamless communication.
处理诸如换房等客人特殊诉求，与其他部门保持友好合作的工作关系，以确保沟通顺畅。
· Follow up on cancellations and no shows and late charge when appropriate.
适时跟进预订取消、预订未到及延时收款等相关事宜。
· Liaise with Concierge to ensure swift baggage dispatch and collection.
与礼宾部保持沟通以确保迅捷的行李送达和收取。
· Ensure enough supplies of all stationary items are in storage.
确保前台各项文具备品充足。
· Ensure and maintain the PSB upload is accurately.
掌握和保持前台外事传输的正确性。
· Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
保持严格遵守并实行由当地执法部门所要求的全部事项。
· Maintains information security standards compliance of Front Office at 100%.
确保所有信息安全标准都被百分之百的执行。
· The Front Office Supervisor may be required to carry out other duties, directed by the Front Desk Manager.
根据前台经理指导，前台主管可能被要求执行其他职责。
· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
· Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that Exceed Guests’ Expectations
为客人带来超越期待的入住体验
· Leads the Front Desk shift to personalize the guest arrival/departure experience.
带领前台每个班次为客人提供个性化的到店及离店体验。
· Anticipate guests’ needs, collects guests preferences, and ensure the needs and preferences will be met during current stay and future stays.
预知客人需求，收集客人喜好，并确保这些需求和喜好在客人入住期间会被一直满足。
· Full utilization of all kinds of systems to embrace guest experience.
充分利用各类酒店管理系统和软件以提高宾客体验。
· Accuracy in link of reservations requirement to room allocation/guest needs.
根据预订信息准确地为客人安排房间及满足合理需求。
· Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment.
寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
· Focuses on the stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Supervision of Front Desk Team
督导前台团队
· Supervise Receptionists, assisting them with issues that may arise and ensuring that all tasks are completed up to standards.
督导前台接待，协助其处理相关事宜，并确保所有任务都按照品牌标准完成。
· Responsible for guide and tracing the Front Desk team to complete daily up-selling and LCAH member enrollment target.
负责引导和跟踪前台团队完成前台房间销售升级和雅高乐雅会会员招募计划的每日目标。
· Implement all Front Desk Policies and Procedures are adhered.
执行前台各项政策与程序都被严格执行。
· Conduct a handover at the end of each shift with relieving talent, informing them of any special requirements or problems.
在每个班次结束之后都与同事进行交接，确保其知晓任何特殊需求和问题。
· To be responsible for identifying any training needs of Front Desk colleagues and communicating these to the Front Office Training Manager and Assistant Front Office Manager.
负责确认前台同事的培训需求，并将其转述给部门培训师和前厅部副经理。
· Adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
执行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解安全及紧急程序。
· Ensure all accounting procedures are adhered to throughout the department.
保证所有财务制度在部门内被严格执行。
· Liaison between Front Office departments and rest of hotel effective for guest experience.
在前厅部与酒店其他部门之间有效的沟通来提高宾客体验。
· Carry out disciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvement in Wider Job Function Actions/Relationships
进一步拓展工作职能
· Initiate action to correct a hazardous situation and notify ERT of potential dangers.
在发现安全隐患时采取行动并通知危机处置团队。
· Check the next day’s arrivals correspondence, confirming car- and restaurant-bookings. Ensure that all guest needs are dealt with satisfactory.
检查次日到店情况，确认车辆、用餐等预订情况。确保所有客人需求都被满意的处理。
· Guide and encourage the Front Desk Team to be improve the service attitude and efficient to maximize productivity.
引导和激励人才工作态度和效率，将人才的生产力最大化。
· Attend any courses Management may deem beneficial.
参与任何管理层认为有益于工作的培训。
Main Complexity/Critical Issues In The Job主要复杂/关键工作事项
· Efficiency of check in/check out process, accuracy in retrieval of guest data and billing.
确保入住及离店手续的效率性，确保客人信息与账目的准确性。
· Management of the guest service experience / personalization.
确保个性化服务以提升客人体验。
· Ensure the credit card date safety & guest information data safety.
保证信用卡信息安全及客人信息安全。
· Ensures high standards of personal presentation & grooming.
确保始终都有高标准的个人形象和仪容仪表。