前台主管 Front Desk Supervisor

月收入：基本工资+津贴+奖金等6500元-8000元
有OnQ系统操作经验者优先
职位描述：
督促管理当值期间前台接待工作，确保提供优质高效的服务。与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。友好诚挚的问候，耐心倾听，沟通并解决所有宾客与员工的困难和问题。在团队中起到表率作用，能应酒店需求调整工作时间。通过训练及一致的管理，领导和激励团队员工。积极地参加职业培训,让员工保持水平一致。做员工的导师，提高员工水平，促进他们完成所设立的目标。确保员工手册，中国的劳动法，HR指南的一致性，必要的时候提供培训。培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
岗位要求：
能有效的用英语沟通交流。能快速有效的运用电脑操作系统， 包括希尔顿自有的管理系统。以较强的人际交往能力提高客人满意度。优越的数据理解性，能对日常营运的数据给予合理恰当的解释。擅长于处理宾客关系，能快速有效的应对各种问题。能在强压下胜任工作。两至三年相关工作经验者优先。
Position Summary:
Supervise
front desk staff to ensure smooth and efficient operation during the assigned shift.Communicate
effectively both verbally and in writing to provide clear directions to staff. Assign
and instruct Guest Service Agents in the details of work, observing their performance
and encouraging improvements. Use
creative management skills to solve guest and team member problems, ensuring
compliance with company standards to ensure consistent high-quality guest relations.Manage
desk, resolve guest concerns, handles emergencies and other challenges that may
occur during the assigned shift, implementing resolutions by using discretion
and judgment.Greet
customers immediately with a friendly and sincere welcome, using a positive and
clear speaking voice.Listen
to and understand requests, issues and situations from both guests and team members.
Regular
attendance in conformance with the standards established by Hilton from time to
time.Work
varying schedules to reflect the business needs of the hotel due to the
cyclical nature of the hospitality industry.Support
and motivate front desk team members by leading by example and employing
competent and consistent management practices.
Job requirements:
Able to read, write, speak and understand the English
language to communicate effectively with guests and employees.Able to access and accurately input information
using a moderately complex computer system, including Hilton property
management systems.Good interpersonal skills to provide overall guest
satisfaction.Basic mathematical comprehension to understand and
interpret numbers as they apply to operations in hotels.Able to effectively deal with internal and external
customers, some of whom will require high levels of patience, tact and
diplomacy to defuse anger, collect and analyse accurate information and resolve
conflicts.Able to work under pressure and deal with stressful
situations during busy periods.2 to 3 years of related
working experience preferred.