Front Desk Supervisor 前台主管

Primary Responsibilities主要职责
1. 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。
2. 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。
3. 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。
4. 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。
5. 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。
6. 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。
7. 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。
8. 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。
Knowledge and Experience知识和经验
1. PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件
2. Excellent oral and written skills in Mandarin and English
优秀的中英文听说读写能力
3. Analytical skills a must combined with creativity and initiative
结合了创造性和主动性的分析能力
4. Excellent interpersonal & communication skills
优秀的人际关系和沟通能力
5. Service oriented with an eye for details
以服务为导向的敏锐洞察力
6. Confidently able to resolve problems and make decisions
自信的解决问题与决策的能力
7. Adaptable and flexible and able to embrace and respond to change effectively
适应性强，灵活并能有效地接受和应对变化