Job Description

崗位說明書

Position: Front Office Manager

職    位：前堂部經理

Job Description職位簡介  

·         Lead front office staff to provide effective and satisfying service to customers, so as to achieve the standards of Ascott.

帶領前堂部員工提供給客戶有效及滿意的客戶服務，使之達到雅詩閣的標準要求。

Major Responsibility主要工作職責

·         To ensure the full implementation of front office and "crisis management" policies and procedures formulated by Ascott Limited, as well as doing necessary supplement and completion according to the actual situation of the property.

確保雅詩閣所制定的前堂部及《危機管理》的政策及程式完全落實並結合本物業的實際情況進行必要的補充及完善。

·         Responsible for supervision the daily check-in, check-out, reservation and greeting work done by front office staff.

負責對前堂部員工處理日常的入住，退房，預定及接待工作進行監督。

·         Appropriately arrange normal work and rest schedule for front office staff.

安排好前堂部員工的正常作息時間。

·         Ensure the front office present a professional image of companies and individuals in their daily work and good customer service.

確保前堂部員工在日常工作及對客服務中體現良好的公司和個人專業形象。

·         Maintain the good communication and coordination with all hotel partners.

保持各酒店合作方的良好溝通和協調。

·         Properly and timely deal with customer requirements, inquiries and complaints. If necessary, promptly report to their superiors.

妥善和及時處理客戶的要求、詢問和投訴。如有需要，及時向上級彙報。

·         Ensure compliance with Ascott and related policies, procedures and standards.

確保並遵守雅詩閣相關的政策、程式和標準。

·         Be a property manager on duty on a regular basis.

定期擔任物業值班經理。

·         Periodical training to all department staff

定期對前堂部員工進行必要的培訓。

·         In compliance with the Ascott Group's Environmental Health and Safety (EHS) guidelines and policies, pay attention to energy conservation and the safe operation in daily work.

遵守集團的環境健康安全方針政策，日常工作中注意節能和安全操作。

·         Any other tasks assigned by supervisor.

完成上級主管交辦的其他工作。

Requirements資質需求

·         Degree or above, major in hotel management, tourism or graduate in language related disciplines;

本科以上學歷，酒店管理、旅遊類或者語言類專業畢業；

·         More than 5 years work experience in reception department of serviced apartment/star hotels;

具有5年以上服務公寓/星級酒店前堂部管理工作經驗；

·         Good communication skills, good English / Mandarin / Cantonese capabilities;

良好的溝通能力，具備良好的英語/普通話/廣東話能力；

·         Good grooming, familiar with workflow of front office;

良好的儀容儀錶，熟悉前堂部工作流程；

·         Good communication skill, able to work under pressure.

善於溝通，能夠承受工作壓力。