Executive Floor Sup.行政酒廊主管

Executive Floor Supervisor is majorly responsiblefor daily operation with the highest levels of guest service in Executive Floor.Furthermore The Executive Floor Supervisor additionally is responsible for maintainthe good relationship with regular guest and as much as possible to collectguest preference and update.
行政楼层主管负责确保对行政楼层的客人提供最高水准的服务，同时还负责在客房和餐饮方面始终如一地提供最个性化和最完美的服务并遵守费尔蒙标准的同时，维护所有行政楼层客人的服务和满意度。
Primary Responsibilities 主要职责
Maintain the Friendlyand Efficient Service in Executive Floor
保持友善和高效行政楼层服务
· Lead the shift to deliver guestservice by following LQA standards.
带领行政楼层每个班次在对客服务中遵守和执行LQA。
· Provideexceptional concierge information to guests about local and areaattractions, restaurants, theatres, special events and other availableservices. Information will be clear,concise and accurate.
为行政楼层的客人提供关于本地景点、饭店、剧院、其他特殊活动等清晰、简明和准确的礼宾信息。
· Maintainshigh visibility with guests and colleagues, ensurethat guest and colleague concerns are resolved in a professional and timelymanner.
积极参与部门日常运营，以最短的时间内以专业的方式为客人或同事解决的问题。
Assists the Assistant Executive Floor Manager in efficiently running the Executive Floor according to the established concept statement providing courteous, professional, efficient and flexible service at all times.
协助行政楼层副经理确保行政楼层按照既定的理念顺畅运转，并始终提供礼貌、专业、快捷、灵活的服务。
· Ensures Executive Floor talentsoperate with suitable sales attitude, and that all talents are aware of theHotel’s facilities, services and focal selling points to professional presentto guest at every appropriate opportunity.
明晰行政楼层人才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。
· Verifiesthat all information requested by the local police authorities are adhered toand prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented withinFront Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
· Maintainsinformation security standards compliance of Front Office at 100%.
确保《支付卡行业数据安全标准》被百分之百的执行。
· The management reserves the right to change / extend this jobdescription 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 asassigned.
完成任何其他合理的职责和被指派的职责。
Provide Guests’ Experiences that ExceedGuests’ Expectations
为客人带来超越期待的入住体验
· Greets and assists at the check in ofguests and ensures VIP guests are escorted to their rooms.
在客人登记时，同客人打招呼并帮助客人登记，确保护送重要人物至房间。
· Pro-active in seeking guest contactand maintaining excellent public relations.
积极客人联系,并维持与客人的良好关系
· Anticipate guests’ needs, collects guests preferences, and ensure theneeds 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。
· Fullutilization of PMS/Royal Service Manager/InTouch/iConcierge 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 inlink 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。
· Focuses onthe stay experience for LCAH members.
致力于提升雅高乐雅会会员的入住体验。
Supervision of Executive Floor Team
管理行政楼层团队
· Traces and ensures all the tasks will befollowed-up and completed on daily basis.
跟进并确保每日运营任务都被及时完成。
· Ensure cleanliness and appearance of Executive Floor Lounge and relatedareas.
明晰和保持行政楼层酒廊及相关区域的清洁和外观符合品牌标准。
· Ensure allaccounting procedures are adhered to throughout the department in daily shift.
保证每个班次所有财务制度在部门内被严格执行。
· Ensures the smooth and efficientoperations of the Executive Floor in daily shift.
保证行政楼层每日班次保持顺畅、高效地运作。
· Ensures the Executive Floor operationteam with high standards of personal presentation & grooming at all time.
明晰行政楼层运营团队保持高标准的人才形象和仪表。
· Carry outdisciplinary 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 JobFunction Actions/Relationships
进一步拓展工作职能
· Cross Training in Front Desk to improve the high efficient check in& check out service with high performance.
与前台进行交叉培训，来提高如何在高效率的办理入住和退房手续时保持高质量的服务。
· Learn toand promotes the health & safety policies to ensure a safe workenvironment and knowledgeable all safety & emergency procedures.
学习并推行健康与安全政策，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。
· Supervisionof food safety & guest profile data safety.
保证食品安全及客人信息安全。
· Participatein departmental leadership activities as a member of the team.
作为团队的一员参与和学习部门管理层的各种活动。
MainComplexity/Critical Issues In The Job主要复杂/关键工作事项
· Efficiencyof 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。
· Ensures the replenishment of Food andBeverage during breakfast and cocktail hours is being carried out accordinglyin daily operations.
保证每日早餐及鸡尾酒时间内，行政楼层的食品、饮料需要充足供应。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented withinFront Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
Update rapport with guests maintaining good customer relationship at all time, handling all guest complaints, requests and enquiries on hotel services.
完善客户资料，并始终如一的与客人保持良好关系，根据酒店服务准则，处理客人的所有投诉,要求和问题.
· Maintain ofthe guest service experience/personalization.
保持给客人提供个性化服务以提升客人体验。
· Verifiedall daily Executive Floor arrivals and departures, warmly welcome and farewellwith guest upon check in & check out.
掌握行政楼层每日预抵和预离的客人，并在客人入住或离店时提供热情的欢迎或送别。