前台主管/领班 Front Desk Supervisor/Captain

Position Summary 职位概述:
1. Creating a warm and welcomingarrival for guests, ensuring that they feel expected and immediately “at-home”when they arrive.
为顾客提供热情周到的服务，有宾至如归感。
2. Checking-in guests in accordancewith their reservation details, ensuring that the registration card iscompleted, reservation information confirmed, Honours and Frequent FlyerNumber enquired about, and method of payment secured.
依照预订为客人办理入住，核对预订信息，希尔顿荣誉客会号及航空公司会员号，确保入住登记表的完整性及付款方式安全有效。
3. Ensuring that guests are escortedto their room that the hotel facilities and room features are explained, andthat luggage is delivered in a prompt manner
将客人送至客房，介绍客房布局，确保行李及时送达。
4. Handles complaints promptly andefficiently, taking the necessary action, and informing the Guest ServiceManager for follow up, where appropriate. Follow up with all guests to ensuresatisfaction with problem resolution.
5. 采取必要行动，及时有效的处理顾客的不满，适当的时候告知宾客服务经理。回访客人，确保客人对解决方法满意。
6. Maintains awareness of guest’sprofile and specific preferences, ensuring that they are acted upon for eachreservation.
维护顾客档案和信息，确保预订的有效性和准确性。
7. Acts as the first point ofcontact and liaison for Hilton HHonors guests and VIP guests, ensuring thatthey are treated personally and recognized as an individual.
作为希尔顿荣誉会会员和VIP客人最先联系到的部门，要确保他们的个性化服务。
8. Liaises with Sales, Reservationsand the Business Development team to handle corporate.
协助销售，预定和商业发展团队共同为客人提供服务。
9. Promotes HHonours and itsassociated benefits to guests who are not already enrolled in the program.Ensures that existing HHonours members receive personal and professionalservice that recognizes them as important guests and that their benefits arereceived.
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。
10. Allocates rooms in accordance tothe guests reservation, preference and remarks, maintaining a systemized andsales focused approach to room inventory management.
按照客人的预定或喜好安排房间，并做详细目录管理。
11. Ensures that guest profiles andinformation is input in to the Police Report system in a timely and accurateway.
确保宾客档案信息及时录入公安申报系统。
12. Adheres to the company creditpolicy at all times when handling cash, credit card transactions, city ledger,providing currency exchange services, LPO and third party payments for rooms,meetings, F&B and any other charges that may be incurred by guests.
收取现金、信用卡、挂账、提供外币兑换、公司或第三方付费等服务时要严格遵守酒店信
贷制度。
13. Follows up on outstandingaccounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
跟进担保预订及付款方式，确保酒店收入。
14. Maintains the efficiency ofdeparture by checking all guest folios to ensure accuracy of charges.
确保所有帐单消费的精准性，为客人提供高效快捷的结帐服务。
15. To undertake any other reasonabletask or request as directed by the management.
接受部门其他合理的任务或要求的安排。
Required Qualifications 任职要求:
1. Demonstrated excellent PeopleManagement, Communication skill, selection and counselling skill
优秀的人员管理，沟通，甄选和协调能力。
2. Training skills certified byeducational or training organisation
具有培训技能的资格认证。
3. Knowledgeable of Reception andCashiering
完全了解前厅接待和收银的工作及相关知识。
4. Good at English, especially oral andwritten English.
良好的英语口语及书写能力。
5. Demonstrated strong leadership andsupervisory skill.
较强的领导和督导能力。
6. More than 1 year of the same position experience.
具有1年以上同岗位工作经验。