Offers “Accor”

days ago Accor

Front Desk Supervisor 前台主管

  • Sanya, CHINA
  • Hotels - Restaurants

Job description

Job Description

·  To responsible and accountable for maintaining the highest service standard of Front Desk, to engendering team spirit and motivation in all staff. FDM must be fair and just in any staff disciplinary action as required.
·  对前台接待的对客服务负责,达到品牌标准;教育员工对客服务要有团队工作精神。对任何员工必须公平、公正。
·  Maintains appropriate standards of dress, hygiene uniforms, appearance, posture and conduct of department employees.
·  保持本部门员工服装适当规范、制服整洁、仪容仪表的规范。
·  To assist FD Manager to monitor Front Desk personnel and training to ensure guests receive prompt and courteous services.
·  协助前台经理有效管理前台人事及培训以确保客人得到最快捷、满意的服务。
·  Supervises the FD positions to ensure maximum guest satisfaction.
·  管理和督导前台的工作以确保客人得到最满意的服务。
·  Ensure that “shift reports” are printed and “Traces” are followed up accordingly.
·  保证班次报表能按时打印,并且跟踪报表能相应的跟踪执行。
·  Maintains all equipment in good working order and trains new employees on equipment utilization.
·  所有设备必须保持在良好的工作状态下,并教给员工如何正确使用。
·  To assist FD Manager to inventory and control of stationery and collateral for front desk.
·  协助前台经理控制前台所需的文具和工作所需的物品库存。
·  Is totally familiar with all front desk back-up procedures in the event that any front desk equipment malfunctions.
·  在前台设施设备出故障时,要熟知前台备份的工作程序。
·  Is thoroughly familiar with all Emergency Procedures as specified by hotel. To ensure correct check-in, check-out the handle other process as well as during Opera and POS shut down.
·  十分熟悉酒店所有的应急工作程序。确保在Opera及前台收银系统终止运作期间能够正确操作客人入住、退房及其它流程。
·  Check PSB form and ensure the timely input and transmission to PSB. Make sure the appropriate record fit for standard.
·  检查公安局外宾及内宾登记入住报告, 确保及时准确的输入和传送并做好相关记录.
·  Works closely with the Reservation, HSKP, Lobby Ambassador, Bell boy and Sales colleagues to ensure a smooth check in.
·  同预订部、客房部、大堂服务大使、礼宾员及销售部员工密切合作以确保客人入住登记办理顺畅。
·  To go through the Guest Arrival & In House list, Ensure VIP rooms; reservation with special requests; pre-registered guests and tour group arrivals are all pre-blocked. Front Desk Supervisor is also to coordinate with Housekeeping to ensure that vacant clean rooms are available before guests’ check-in.
·  每日梳理客人预到店及在住客人信息,保证贵宾用房,有特殊要求的预订,和团队的房间要提前安排好。前台主管也需要同客房部联系以保证在客人抵店前有足够的干净房间。
·  Checks with the reservation correspondence to make sure that all guest’s requests are granted.
·  核查预订信息以确保客人所有要求是否满足。
·  Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.
·  随时以友好的态度问候客人,为客人提供帮助,尽量称呼客人的姓名。
·  Provides courteous and efficient service and if possible complies with every guest request.
·  尽量对每位客人提出的每一个要求都要提供礼貌和高效率的服务和帮助。
·  To implement the VIP treatment process. Ensures that all room/suites assigned for VIPs are in order. Ensuring that all repeated guests and VIP feel comfortable and welcome at the hotel.
·  认真执行贵宾接待流程。检查并确保为重要客人所预分的房间已经就绪。让客人受到热情的欢迎并感觉舒适。
·  Checks daily arrival list for VIPs, regular and all FIT guests. Introduces hotel facilities and special services to guests while rooming. Follows up checks-in.
·  当天核查重要客人、常客及所有非团体外籍客人的抵店清单。客人住房登记时,应向客人介绍酒店各项设施及特殊服务,并落实客人入住手续。
·  Responsible for advising relevant Senior Management of all incoming VIP guests so that special requirements that may need to be attended to are actioned accordingly.
·  要负责向上一级管理人员汇报所有即将抵达的重要客人的情况,以便能够进行特殊的安排。
·  Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards.
·  通过预抵客人报表检查所有预先打印出的登记单,以确保所有的预订房间都已经事先做了登记。
·  Verifies with the Reservation Manager on the current daily reservation against the Arrival List to ensure that no reservation is lift out.
·  依照预抵客人报表同预订经理核实当日预订,以确保没有漏掉任何预订。
·  Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests.
·  检查所有回头客的登记单以确保所填写的相关资料是客人登记入住所必需的。
·  To be responsible for the preparation of all the necessary materials for check-in (i.e. Registration,, keys etc.) for VIPs, pre-registered guests and groups before their arrival.
·  要负责准备客人登记入住时所需要的物品(例如:登记单,钥匙等),为重要客人、团队抵达前事先做登记。
·  Checks through all actual arrivals for the day to ensure that all relevant information has been keyed in accordingly by the FDA. Does follow up on guest’s billing instructions. This will alleviate guest concerns during the check in and check out procedure.
·  检查当日实际抵达的客人表,以确保前台员工已经将所有的相关资料输入了电脑。落实客人的帐务,为重要客人及团队提前准备账单。
·  Checks rooms discrepancies reports and take needed actions
·  核实房态差异报表,及时采取措施。
·  Ensure at all times maximum guest satisfaction through personal recognition to all guests along with Le CLUB members, VIPs, and repeat guests,  and prompt cordial attention from arrival through departure
·  确保最大限度上满足客人的需求,乐雅会会员及重要贵宾从到达至离开酒店期间,为客人提供个性化服务,使客户满意。
·  Maintain current Hotel information to be able to provide information to guests. Have a complete knowledge of the hotel facilities and services, including room types, room rates, relative features and facilities, food and beverage outlets and all Front Office Sections. Being constantly aware of all rates and rate structures in place within the Hotel and to whom they are applicable.
·  了解当前酒店的信息以便客人的查询。包括房间类型、房价、相关特色、设施、餐饮部的促销和前厅部的各个部门有一个全面的了解。尤其要清楚酒店的所有房价和房价构成,并且给予客人的房价是合适的。
·  Must be able to provide guests with any information pertaining to functions, tours, ticketing arrangements, general information on flights, bus, ferry and train schedules, special happenings in town and activities of the hotel in particular. Full attention must be given at all times.
·  必须能够向客人提供酒店各种附属功能,旅游、票务,航班、公交、客船、火车时刻表及概述,所在城市特别事件及酒店组织的特殊活动。必须随时给予客人足够重视。

Work Experience

·  Effective communication skills in both Chinese & English.
·  有效的中英文沟通能力。
·  Strong guest interaction and interpersonal skill.
·  优秀的对客服务和沟通技巧。
·  Able to train and motivated staff
·  有培训和激励员工的能力
·  Possess supervisory skills, independent, committed and strong execution capability.
·  独立性强、忠诚可靠并具良好的执行能力。
·  Be expert of Opera and Telephone system.
·  熟练操作Opera及总机系统。

Benefits

According to hotel policy.

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