前台经理 Front Desk Manager

Primary Responsibilities 主要职责
1.Manages all operational tasks as well as their respective delegation and follow-up.
管理前台所有运营任务以及与之相关的委派与跟进。
2.Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.
进行每日巡视以确保领先质量保证标准在对客服务中被遵守和执行。
3.Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
4.Ensures that all Front Desk Policies and Procedures are adhered.
确保部门各项政策与程序都被严格执行。
5.Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
明确酒店产品知识，确保贵宾及活动信息的时效性和准确性。
6.Oversees group reception, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners
监督团队接待，检查并确保团队预订的细节达到要求，并与会议/团队组织者保持联系。
7.Presence in the Front Desk and lobby area at critical guest flow time.
客流高峰期间在前台及大堂区域督导部门运营。
Involvement in guest complaint handling, whenever the situation required, to
8.Adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解安全及紧急程序。
9.Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
10.Maintains information security standards compliance of Front Desk at 100%.
确保所有信息安全标准都被百分之百的执行。
11.Performs special duties as required by the superior.
执行上级分配的特殊职责。
Knowledge and Experience 知识与经验
1.Diploma or Degree preferably in hospitality or related field
酒店管理或相关专业的本科或专科学历
2.Minimum two (2) years relevant experience in a similar position in a renown international hotel brand
在知名国际酒店内从事至少两年类似岗位的经验
3.PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件
4.Excellent oral and written skills in Mandarin and English
优秀的中英文听说读写能力
5.Involvement in reservations and understanding of Revenue Management processes
参与预订并了解收益管理
6.Familiar with ALL-Accor Live Limitless processes or other loyalty programs
熟悉雅高心悦界或其他忠诚会员计划
7.How to manage guest experience, understands and can use reporting RPS, etc.
了解如何管理宾客体验系统，并可熟练使用报表工具对其进行分析