·Responsible for subordinates and monitoring activities of every Receptionist/Supervisor such as check in, check out and money exchange. Coordinates the work of all subordinates to ensure guest satisfaction and compliance to Kempinski standards.
负责下属及监督入住、退房、换钱等活动。协调所有下属的工作,确保客人满意并符合凯宾斯基标准。
·Organize and coordinate with Front Office Management all arrivals and departures of EF guests, VIP’s, groups, room assignment, billing and any additional information requested.
组织和协调EF客人、贵宾、团队、房间分配、账单和其他相关信息的到达和离开。
·Provide support to all the reception staff in order to ensure smooth, prompt and polite service.
为所有接待人员提供支持,确保服务顺畅、及时、礼貌。
·Participate in the selection of all Reception staff, motivate them to bring about excellent performance and evaluate their performance periodically.
参与对所有接待人员的选拔,激励他们取得优异的业绩,并定期对他们的业绩进行评估。
·Identify the training needs, assists in the development of a departmental training plan and the implementation of training activities and follows up. At times, conducts training sessions.
确定培训需求,协助部门制定培训计划,执行培训活动并跟进。不定期举办培训课程。
·Coordinate with Reservation Department the daily arrivals and solves the reservation discrepancies or any other unusual situations.
与预订部门协调每日的到达情况,解决预订差异或其他异常情况。
·Verify that information on city ledger payments and other hotel pre-payment is complete and accurate and coordinates with Finance Department the obtainment of missing information.
核实城市台账付款及其他酒店预付费信息是否完整准确,并与财务部门协调缺失信息的获取。
·Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling to next room category, reinforcing the late charge policy to maximize REVPAR.
通过控制房间余量,团队锁房,打包价,升级房型,最大限度地提高酒店收入。
·Responsible for the cash inventory allocated to him/her, daily check, declaring shortfalls and separate calculation of tips.
每日检查分配给员工现金库存,申报差额和单独计算小费。
·Maintain regular exchange with Housekeeping Department to ensure the information on the room status in Opera is accurate. Coordinate the room cleaning and maintenance in order to accommodate the guest in the hotel as quickly as possible.
与客房部保持定期的交流,确保Opera中的房间状态信息准确无误。协调房间的清洁和维护,以便尽快为客人提供住宿。
·Keep the reception staff informed on the daily operational activities and challenge .
保持接待人员的日常业务活动和挑战。
·Information relevant to their job duties through meetings, handover and logbook.
通过会议、交接、日志等方式提供与工作职责相关的信息。
·Handle guest complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests. Follow up when necessary and keep the Front office Management informed of unusual complaints.
礼貌有效地处理客人的投诉,如有需要,向相关人员提供进一步的指导,以确保顾客满意,并保存所有客人投诉的记录。必要时进行跟踪,并将异常投诉通知前厅管理部门。
·Update regularly on all new and current offers of Kempinski and monitor their sales strategies in daily business.
定期更新凯宾斯基的所有新产品和现有产品,并监控其日常销售策略。
·Participate regularly in training courses and put the skills learned there into practice.
定期参加培训课程,并将学到的技能付诸实践。
·Maintain regular contact with frequent guests and all-important guests of the hotel.
定期与酒店的常客和重要客人保持联系。