Leader Host - Front Office 前台主管

Job description

· 确保所有员工遵循品牌承诺并始终提供优异的对客服务。

Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.

· 确保前厅部员工适时的为其他部门员工提供同样优质的服务。

Ensures Front Office employees provide excellent service to internal customers as appropriate.

· 协助问候并向贵宾和长住客人提供入住登记服务。

Assists in greeting and checking-in VIP and Long Stay guests.

· 确保所有礼宾部员工和行李员知悉最新的促销信息，规章制度及其他重要信息。

Ensures that all Front Office employees are aware of current promotions, policies and other important information.

· 确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息。

Ensures that all Front Office employees are familiar with the hotel’s products and services.

· 协助推行客人认知计划并更新客史数据。

Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.

· 礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· 经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。

Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

· 在前厅办公室投入一定的时间, 确保有条不紊的运作并且实现酒店品牌的承诺。

Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise.

· 保持与顾客和同事之间良好的合作关系。

Maintains positive guest and colleague interactions with good working relationships.

· 确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。

Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

· 与相关部门协作，协调贵宾在店内的各项活动。

Co-ordinates VIP movements with relevant Departments as advised.

Desired profile

Qualifications :

确保前厅部高效顺畅的运作。

To assist in the smooth and efficient running of the Front Office Department within the Rooms Division.