Job Responsibility
岗位职责：
To supervise the Reception department to ensure the best service being delivered to all the arrival and departure guests, and also guests with other services at Front Desk
当班时管理前台接待工作并提供对客服务，确保提供给每个抵店和离店的客人满意的体验，包括其他前来前台要求相关服务的客人。
Familiar with and fully in charge of PSB registration system,, ensure the accuracy of the inputting and improve any errors may occurs.
熟悉并全面负责公安局境内外人员住宿管理系统，针对出现的问题采取必要改进行动
Assist in investigating and resolving written guest complaints
协 助调 查和解决客人的投诉
Maintain a strict but flexible cash handling procedure at the Reception desk to balance appropriate Guest Service and eliminate cash loss and debt.
维 持前台严格但灵活的现金处理程序以便向客人提供合适的服务并尽一切可能减少现金遗失和负债
Assist with staff training and development
协助员工的培训和发展
Arrange departmental working shift reasonably.
合理安排部门员工班次。
Review arrival information on a daily basis; VIP, Hilton Hhonors, Regular guests, Groups, special requests etc.
每班检查当日抵店 客人信息,包括贵宾、希尔顿荣誉客会顾客、常规客人、 团队的情况以及特别要求
Assist in handling claimed reservations and turn-away according to Hilton’s policies and procedures
按照希尔顿的政策和程序处理无法发现预订记录和饭店客满时婉拒客 人入住的情况
Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from other Management if needed
确保客人的抱怨被合适地记录并采取行动； 避免客人不满意地离开饭 店，必要时从管理人员处获得帮助
Assist Reception when required, help guest check in, check out, etc.
在必要时协助前厅其他岗位的工作，帮助客人登记入住，结帐离店等。
Complete the work assigned by managers/FOM in time.
及时完成上级领导布置的任务。
Job Qualifications:
任职资格：
Secondary school or above, have more than 2 years reception working experience in 4/5-star hotels.
中专及以上学历，有3年以上4-5星级酒店前台工作经验。
It is a plus for night shift acceptable. Two days work and two days off.
可接受夜班，做二休二。
Fluent spoken English, dignified, presentable, articulate and no gender required.
男女不限，形象气质佳，英语口语流利。
Skilled in the operation of reception, have strong communicate skills, leadership and the ability of dealing with emergencies.
有良好的领导能力，熟悉前台的各项业务。具有较强的沟通能力及突发事件处理能力。
Bright and outgoing, have strong service consciousness.
性格开朗、头脑灵活、具有较强的服务意识和责任感。