前台领班/接待员 Front Desk Captain / Agent

job overview职位概述

·         Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas.  Provide timely and professional check-in/check-out services in accordance with established scripting and standards.

·         负责管理所有前台单位的运营效率和服务工作。根据设定的说明和标准提供及时和专业的入住和退房服务。

Duties and Responsibilities工作职责

·         Conducts shift briefings to ensure hotel activities and operational requirements are known

·         进行有效的交接班简报工作，以明确酒店活动和运营要求

·         Supervise front office operations during assigned shift including:

·         在当班期间监督前厅部运营情况，包括：

o    Maintenance of guest information

o    维护客户信息

o    Maintenance of information about local events

o    维护当地活动的信息

o    Compile occupancy statistics

o    统计入住情况

o    Supervise the use of he public address system

o    监督公共广播系统的使用

o    Supervise group bookings

o    监督团组预订情况

o    Assisting with serious complaints

o    协助解决严重投诉问题

·         Supervise cashiering activities during shift including:

·         在当班期间监督收银活动，包括：

o    Cash handling and banking procedure

o    现金处理和银行业务程序

o    Dealing with irregular payments

o    处理非法支付情况

o    Instructing staff in credit policies and facilities

o    就信用政策和设备对员工进行指导

o    Instructing staff in cash security procedures

o    就现金安全程序对员工进行指导

o    Carry out debtor control

o    实施应收帐款控制

o    Prepare reports

o    准备财务报告

o    Supervise the cashiering system

o    对收银系统实施监管

·         Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

·         拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。

·         Proficient in the use of Microsoft Office and Front Office System

·         熟练使用微软办公软件和前台系统

·         Problem solving and organizational abilities

·         具有解决问题和组织能力

Qualifications –

学历

·         Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

·         具有酒店行政管理，酒店管理或相关的大专学历或专业证书。