值班经理 Duty Manager

1、 3年以上奢华品牌酒店前厅相关工作经验
2、 能有效的用英语沟通交流
3、 擅长于处理宾客关系，能快速有效的应对各种问题
4、 对前台进行日常管理，用敏锐的判断力和决断力解决客户的问题
5、 关注VIP及有特殊要求的预订，及时更新系统相关信息，确保VIP及团队预订的良好运作
6、 引入新的荣誉客会会员，确保会员应得利益，为会员提供优质专业的服务
7、 维护酒店电脑系统信息数据的准确性，便于系统操作，确保前台运营设备的正常运转，保持区
域整洁
8、 了解酒店周边地区的信息，名胜，风景地等，为顾客提供方便
9、 坚持酒店安全制度、紧急情况处理规定和程序
10、确保信息的有效传递，尚未完成的事情逐一移交至有关人员，让宾客满意
1. At least 3 years FO related working experience in luxury hotels
2. Fluent English to communicate effectively with guests
3. Able to effectively deal with internal and external customers, some ofwhom will
require high levels of patience to defuse anger,collect and analyze accurate
information and resolve conflicts
4. Manage the Front Officeteam, resolve guests’ concerns, and implement resolutions
by using discretionand judgment
5. Review VIPreservations and ensure the proper handling of VIPs and groups,
administeringamenity orders
6. Promote Hilton Honorsand its associated benefits to guests who are not already
enrolled in theprogram, ensuring that existing Hilton Honors members receive
personal andprofessional service
7. Ensure that the FrontDesk equipment and systems are functioning at all times, and
that the area ismaintained clean
8. Up to date withinformation on facilities, attractions, places of interest, sights and
activities in and around the hotel
9. Adhere to the hotel’ssecurity and emergency policies and procedures
10. Pass on informationeffectively, ensuring that all necessary details are communicated
to theintended person and that any pending action is completed and guest
satisfactionis confirmed