酒店大堂经理 Job list - 图文

Job Summary: 岗位概述： To supervise the Front Office all units activities 当班时管理前厅部工作并提供对客服务，在饭during the shift and handle guest relations and 店高级管理人员和部门经理不当班时担任值班requests.Act as Duty Manager in the absence of 经理 senior management and department heads Duties & Responsibilities: 职责义务： 1. Review arrival information on a daily basis; VIP, , 1. 每班检查当日抵店客人信息，包括贵宾、仕Regular guests, Groups, special requests etc. departments Procedures 达屋优先顾客、常规客人、团队的情况以及特2. 与所有部门保持良好的工作关系 4. 按照酒店的政策和程序处理无法发现预订2. Maintain good working relations with all 别要求。 3. Familiar with Front Office Standards and 3. 熟悉前厅部工作标准及程序 4. Assist in handling claimed reservations and 记录和饭店客满时婉拒客人入住的情况 turn-away according to Sheraton’s policies and 5. 向管理层汇报饭店运行过程中的不足和不procedures irregularities noted in the operation 合理行为 特别事件的全面了解 5. Report to management on deficiencies and 6. 维持对饭店房价、折扣、包价、饭店设施、6. Maintain a thorough knowledge of the room rates, 7. 确保客人的抱怨被合适的记录并采取行动discounts, packages, hotel facilities, special events, 避免客人不满意的离开饭店。必要时从管理人etc. 员处获得帮助 7. Ensure that guest complaints are properly logged 8. 维持对饭店相关公司計划的高度了解 and acted upon by trying to avoid any guest leaving 9. 维持对酒店优先顾客计划的高度了解，确保the hotel dissatisfied. Solicits assistance from 正确处理、准备报告并积极参与发展新会员 Management if needed programs 10. 协助解决财务问題、争议、丢失的备分等 指导。以此为标准不断监督员工表现 8. Maintain good knowledge of all corporate 11. 熟悉顾客满意标准并以此作为每日工作的9. Maintain good knowledge ensuring correct 12. 协助部门的培训和评估 handling, prepares reports and actively participates 13. 积极思考对部门和饭店有利的建议和系统 in enrolling new members missing back-ups etc 14. 尽可能用最好的方式代表饭店管理层处理15. 处理客人要求并通过亲自追踪相关部门负10. Assist in resolving accounting matters, disputes, 与客人有关的一切事宜 11. Be familiar standards and is guided in daily work 责确保客人的要求被满足 by these. Monitors staff performance continuously in 16. 在值班记录簿上为管理层记录所有重要事this respect 件和客人评论 12. Assist in departmental training and assessments 17. 欢迎贵宾、 、常客和长住客人并确保他们13. Be alive to new ideas and system which could 满意分配给他们的房间 benefit the department and hotel in the best possible way 18. 对医疗要求和紧急事件做出快速反应 20. 维持有效的对客关系，建立和谐的气氛并14. Represent Management in all guest related issues 19. 协助调查和解决客人的书面投拆 15. Handle guest requests and takes personal 提供个性化的服务和帮助 responsibility to ensure request is met by following 21. 在必要时协助前台工作，帮助客人登记入up with relevant departments 住，结帐离店等等 16. Log all incidents of importance and guest 22. 负责饭店夜间运行，根据具体程序完成夜comments in shift logbook for Management 间审计工作 17. Meet VIPs, Regular guests and long staying 23. 作为饭店紧急行动队的一员，了解饭店关guests upon arrival and ensures their allocated 于火灾、空袭、撤退等的紧急程序 accommodation is satisfactory emergencies guest complaints and offer personalized service and assistance check in, check out, etc night audit according procedure 24. 当有关部门的领导没空时协助其它部门解25. 在各服务区域进行协调 27. 约束员工遵守纪律 29. 协助员工的培训和发展 31. 指导员工表现 33. 确保客人需求和合理要求被满足 18. Responds immediately on medical requests and 决问题 19. Assist in investigating and resolving written 26. 解决争端 20. Maintain effective guest relations, builds rapport 28. 协助准备员工排班 21. Assist Reception when required, help guest 30. 给予所管辖的员工以不断的建议和支持 22. Be responsible for night duties, carry out hotel 32. 向客人提供优质服务 23. Be knowledgeable of the hotel’s emergency 34. 通过记录客人的评论并以此为实践，不断procedures in regard to fire, bomb threat, evacuation, 地寻找机会发展对客服务 etc. as part of the Emergency Response Team when Department head concerned is not available 25. Supervise work operations of the department 26. Resolve disputes 27. Discipline staff when necessary 28. Assist with the preparation of staff rosters 29. Assist with staff training and development under your supervision 31. Supervise staff performance 32. Deliver high quality service to guests met service complaints 36. Sell the hotel and products and services using up-selling and suggestive selling techniques 37. Promote the hotel and products and services 38. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests 39. Adhere to the hotel’s and emergency policies and procedures 40. Be familiar with property safety, current first aid and fire emergency procedures 35. 采取合适的行动解决客人的投拆 品与服务 37. 促销饭店的产品与服务 38. 维持对产品和服务的高度了解以便于向客人解释及销售服务和设施 39. 坚持饭店安全制度、紧急情况处理规定和程序 程序 41. 依照饭店要求记录安全日志和事故记录 42. 保持维护所在工作区域的高度整洁 44. 在工作中遵循对客服务满意标准( 商业行为规范以及员工手册中的条款。 24. Assist other departments in resolving problems 36. 使用促銷和建议性的销售技巧销售饭店产30. Provide ongoing advice and support to staff 40. 熟悉对财产安全、紧急救护和火警等处理33. Ensure guest needs and reasonable requests are 43. 确保所有报告和服务都按时完成 34. Seek opportunities to continually improve guest 45. 遵守饭店的工作政策及程序，遵守酒店的35. Take appropriate action to resolve guest 46. 完成你上级交待的其它任务 41. Log security incidents and accidents in accordance with hotel requirements 42. Ensure a high lever of cleaning is maintained in work area 43. Ensure all reporting and servicing deadlines are met on a timely basis 44. Abide by the Sheraton Guest Satisfaction System (SGSS). 45. Abide by the Hotel’s Policies and Procedures, Sheraton Code of Business Conduct and the hotel’s Associate Handbook. 46. Carry out other tasks as directed by your supervisors Job Knowledge / Skill: 专业知识技能： 1. Good knowledge and very familiar with all front 1. 掌握前厅部工作知识并且十分熟悉前厅部office area operation 2. Good English language skill 3. Good supervisory skill 4. Good communication skill 5. Be good at organize and problem solving 6. Good finance knowledge Education: 日常运行 2. 良好的英语能力 3. 良好的管理技能 4. 良好的沟通技巧 5. 良好的组织以及解决问题的能力 6. 良好的财务知识 教育： University degree in hospitality or related subjects 具有饭店专业或相关专业大学学历者优先考虑 preferred Experience: 经验： Min. 3 years front office working experience 至少三年以上前厅部主管工作经验 required in supervisory position Additional Skill required: 其它技能要求： 1. Positive attitude under pressure 2. Training & presentation skill 1. 良好的心理承受能力，在工作中始终保持积极的态度 2. 良好的培训以及展示技巧