值班经理

Major Responsibility 主要工作职责

Deal with daily check in/out, reservations and reception task.
处理日常的入住、退房、预定和接待工作。

Assist Manager in arrangements for staff’s working schedule and shift.
协助部门经理安排好前厅部员工的正常工作安排及班次。

Supervise and guide guest service officers in their daily work and front desk for superior customer service embodied in the professional image of companies and individuals.
监督并指导前厅部员工在日常工作及对客服务中体现优质的公司和专业形象。

Proper and timely processing of customer requirements, inquires and complaints. If necessary, promptly report to their superiors.
妥善且及时处理客户的要求、咨询和投诉。如有需要，及时向上级汇报。

Ensure and comply with Ascott relevant policies, procedures and standards.
确保并遵守雅诗阁相关的政策、程序和标准。

Record and summarize the problems and deficiencies in daily work， which needs to be reported to Guest Service Manager periodically.
记录并总结日常工作中的问题和不足之处，并定期向前厅经理汇报。

Periodical training to all department staff.
定期对前厅部员工进行必要的培训。
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In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work, responsible for the risk management within the scope of his own position.
遵守雅诗阁集团的环境健康安全(EHS)方针政策，日常工作中注意节能和安全操作，对本岗位风险管理事件负责。

Patrol and check the hardware condition and personnel appearance, labor discipline and service quality in each area, summarize and sort out the problems found and follow up the optimization.
巡视及检查各个区域的硬件情况及人员的仪容仪表，劳动纪律和服务质量，对于发现问题做好汇总整理和后续优化跟进。

Handle complaints and emergencies, arrive at the scene in the first time, report and deal with the situation in a timely manner.
处理投诉及突发事件，在迅速内赶到现场，根据情况及时进行汇报和处理。

Maintain customer relationship, including but not limited to ASR expansion, Long-stay visit, OTA coordination and follow up, to promote the property to get a better reputation. Collect customer satisfaction feedback (CSAT\NPS\GRI\ORM).
做好客户关系维护，包括但不仅限于ASR的拓展、常住客户的拜访、OTA的接待及回访，以促进物业得到更好的口碑。负责客户满意度收集（CSAT\NPS\GRI\ORM）。

Complete urgent tasks and temporary work assigned by Residence Manager and Guest Service Manager.
完成驻店总经理、前厅部经理布置的紧急任务和临时性工作。
Requirements 资质需求

College degree or above, major in hotel management, tourism or graduate in language related.
大专以上学历，酒店管理、旅游类或者语言类专业毕业。

More than 5 years’ service / experience of Front Desk.
具有5年以上服务公寓或星级酒店前厅工作经验。
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Good communication skills have good English / Japanese / Korean speaking ability.
良好的沟通能力，具备良好的英语或日语/韩语口语能力。
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Good grooming, be familiar with Front Desk working process.
良好的仪容仪表，熟悉前厅工作流程。
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Can be accepted shift work.
可接受轮班工作制。
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Able to work under pressure.
能够承受工作压力。