Front Desk Supervisor 前台主管

Position Summary职位概述:
Provide leadership and guidance to Front Desk staff during the assigned shift to ensure consistent quality service is provided.
负责当值期间领导前台接待做好各种接待工作，提供一致高效的服务。
1.Supervises front desk staff to insure smooth and efficient operation during the assigned shift .
督促管理当值期间前台接待工作，确保提供优质高效的服务。
2.Communicates effectively both orally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement.
与员工有效的沟通，提供明确指示，关注员工的表现并给予激励。
3.Uses creative management skills to solve guest and team member problems . Ensures compliance with company standards to ensure consistent high quality guest relations .
在遵循酒店规章制度，维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。
4.Manages desk , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment .
管理前台，用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。
5.Supports and motivates front desk team members by leading by example and employing competent and consistent management practices.
通过训练及一致的管理，领导和激励团队员工。
6.Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做员工的导师，提高员工水平，促进他们完成所设立的目标。
7.Is involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
培训部门高潜能员工，促进工作水平的提高及进一步的职业规划。
8.Creating a warm and welcoming arrival 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。
9.Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager or Night Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
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关系经理或夜班经理。回访客人，确保客人对解决方法满意。
10.Liaises with Sales, Reservations and the Business Development team to handle corporate.
协销售，预定和商业发展团队共同为客人提供服务。
11.Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales 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。
12.Applies Hilton Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
遵循希尔顿品牌标准。
13.Has knowledge of the hotels facilities and services as well as basic knowledge of Hilton International, MEAP & other properties inChina.
掌握希尔顿酒店集团的基本概况。
14.Is up to date with information on facilities, attractions, places of interest, sights and activities in and around hotel.
了解酒店周边地区的最新信息，名胜，风景地等，为顾客提供方便。
15.Ensures communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
确保前台和其他部门间的沟通交流，特别是客房部，餐饮部，财务部等。
16.Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
严格遵守现金收付手续，确保所有收银员的现金帐目准确无误，收支平衡。
17.Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Hilton Brand Standards.
抓住商机，用合理的方式提高酒店收入，确保客人感受到物有所值。
18.Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Specific Job Knowledge, Skill and Ability工作技能技巧要求：
1.Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
能有效的用英语沟通交流。
2.Ability to access and accurately input information using a moderately complex computer system , including Hilton property management systems .
能快速有效的运用电脑操作系统， 包括希尔顿自有的管理系统。
3.Interpersonal skills to provide overall guest satisfaction.
以较强的人际交往能力提高客人满意度。
Required Qualifications必要的资历要求：
1.Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
优越的数据理解性，能对日常营运的数据给予合理恰当的解释。
2.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
擅长于处理宾客关系，能快速有效的应对各种问题。
3.Ability to work under pressure and deal with stressful situations during busy periods.
能在强压下胜任工作。