前厅领班（主管级）Lead Host - Front Office (FO Supervisor)

职级： 4级主管级别
Job Level: Level 4 Supervisor
汇报给: 前厅经理
Report to: FO Manager
职位描述 Job Description
1. 统筹前厅日常接待工作，把控入住、退房、问询等全流程服务标准
Manage daily front desk operations, standardize check-in, check-out and guest inquiry services
2. 监督前台员工仪容仪表、服务礼仪，班前分配工作并开展班前会
Monitor associate grooming and service etiquette, assign daily tasks and conduct pre-shift briefings
3. 妥善处理宾客投诉与特殊需求，跟进问题闭环，提升宾客满意度
Resolve guest complaints and special requests, follow up to improve guest satisfaction
4. 管控房态、预订、押金及前台账务，核对每日营收单据确保准确
Manage room status, reservations, deposits and front desk accounts, verify daily revenue documents
5. 培训新员工前厅系统操作、服务流程，督导员工规范使用酒店系统
Train new associates on PMS system and service procedures, supervise standardized system operation
6. 联动客房、礼宾、餐饮等部门协同配合，保障前厅运营顺畅
Coordinate with housekeeping, concierge, F&B and other departments for smooth operation
任职条件 Criteria：
1. 2 年及以上高端酒店前厅实操及带班经验，熟练操作酒店前台系统
Minimum 2 years front office supervisory experience in luxury hotels, proficient in hotel PMS system
2. 具备良好沟通应变能力，可独立处理各类客诉，熟悉客房及预订业务
Strong communication & problem-solving skills, able to handle guest complaints independently, familiar with room & reservation management
3. 执行力强，有团队带教意识，能适应轮班、节假日及客流高峰工作
Strong execution and team training awareness, able to work shifts and peak holiday periods