前厅部经理 Manager, Front Office
广西阳朔县益田置业有限公司
- 公司规模：50-150人
- 公司性质：外资（非欧美）
- 公司行业：酒店/旅游
职位信息
- 发布日期：2017-03-11
- 工作地点：桂林
- 招聘人数：1人
- 职位月薪：8000-9999/月
- 职位类别：宾客服务经理
职位描述
职位描述：
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Main Duties & Responsibilities
主要职责
？ Direct workflow in the Guest Relations Centre by overseeing, prioritizing and reviewing workflow and guidance to team members to meet deadlines and maximize efficiency including team rotation & allocation of duties. Delivering high standards of Guest Services and achievement of budgeted targets.
直接工作于客户关系中心，对部门员工的工作进行监督，优化，同时检查工作流程，亲自指导员工使之达到标准，发挥团队员转及工作分配的最大化效用。提供高标准客户服务的同时，完成预算指标。
？ Provide training, supervision and development of Guest Relations team members on a daily basis in terms of resident satisfaction, up-selling, and guest complaint handling. Conduct the induction training of newly recruited AGRM, GRS and GRO.
针对客户满意度，升档销售，处理客户投诉等方面对员工进行每日培训，监督以及拓展。对新进的客户关系副经理，客户服务主管及助理进行入门培训。
？ Conduct performance management and where necessary implement disciplinary procedures in line with HR procedures where team members perform below standards or where there are conduct issues.
实行绩效管理，并根据人事流程对员工绩效低于标准或存在问题的情况进行必要的纪律处分。
？ Overseeing manpower planning including vacation approval for Guest Services team.
负责人力资源编排进行，包括员工假期安排及批准。
？ Establishes and maintains effective internal communication and meetings structures to ensure optimal teamwork and productivity.
制定并保持有效的内部交流和会议制度，以确保最大程度的团队协作和最高的生产力。
？ Complete authorization forms for recruitment or purchase orders for own department and actively participate with the recruitment process.
授权对本部门的人员招募表格或采购申请单审核签字，并积极参与人员招募的过程。
？ Comply with audit requirements on services level/products/ standards/facilities.
配合执行对服务，产品，标准，设备的审查需要。
？ Full utilization of the Guest Relations system ensuring accuracy in use and a range of accurate reports to meet operational needs.
充分利用客户服务的操作系统，正确使用的同时保证其产生的系列报表满足运营的需要。
？ Ensure all billing is accurate and AR is collected. Assist Finance Department, as required, in collection AR from customers.
确保所有的账单与其应收钱款一致。 协助财务部门做好客户方的帐款应收工作。
？ Interacts with residents/owners in order to provide excellent Guest Services in a timely, efficient and professional manner. Ensure residents/owners’ satisfaction by committing to the highest level of Guest Relations. Deal with all correspondence to residents as required.
与租客/业主直接沟通，以高效，专业的态度及时提供优质的客户服务。确保以最高水准的客户关系赢取租户/业主的满意。根据需要及时处理与之产生的往来通信。
？ Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority. Liaise with Housekeeping to ensure room cleanliness standards are maintained while meeting productivity goals.
定期与工程部联系，确保以满足客户的需求为前提，快速完成维修。定期与客房部联系，在满足生产力目标的同时确保清洁的高标准。
？ Ensure administration of department month end closing reporting is completed in accordance with procedures. Manage residents check ins and check outs and amendments.
按照规定按时完成相关的每月报告。对租客入住，退房进行全面管理并及时修正。
？ Implement crisis management procedures when required in absence of General Manager/Operation manager.
当总经理/运营经理不在时，根据需要按照标准流程执行紧急情况处置。
？ Increase residents’ retention by ensuring their needs are satisfied and documented in order to assist the renewal process. Actively up-sell, cross-sell to generate Guest Services Revenue.
通过记录并满足租客的需求来提升租客的保持力，以协助续租。积极实行升档销售，交叉销售来提高客户服务收益。
？ Organizing events for all residents. Coordinates functions and activities with Regional, Area and Corporate staff as appropriate.
定期组织客人活动。根据要求配合开展区域，地区以及公司总部员工的活动。
？ Prepares the annual budget, the CAPEX and the manning guide and manages them within budgetary guidelines.
协助制定年度预算，固定资产和人员规划，并管理使其控制在预算内。
？ Complete any other duties assigned by your property’s general manager/operation manager.
完成物业总经理/运营经理指派的其他工作。
Career Competencies
工作能力
？ Goal Setting
目标设定
o Sets challenging but achievable goals for self
为自我设定极具挑战但可达成的目标
？ Communication
沟通
o Communicates effectively with colleagues
同事之间保持有效的沟通
o Can express a convincing argument to support views
能够提供令人信服的辩驳来支持自己的论点
？ Service Mindset
服务意识
o Always puts the needs of the guest first
永远以客人需求为先
o Resolves guests concerns, seeking assistance where needed
解决客人的疑问，在需要时寻求帮助
？ Teamwork and Collaboration
团队协作
o Works well with others - asks for help and offers support when needed
给予同事帮助并也能得到团队的支持
？ Process and Project Management
进程及项目管理
o Follows standard procedures and performs job efficiently
根据标准工作流程高效的执行相关工作
o Handles unexpected changes well
能够处理计划外的变化
？ Problem Solving
解决问题
o Can solve routine problems with little or no supervision
能在有限的或没有监管的情况下处理好日常工作
？ Management and Leadership
管理及领导力
o Where appropriate, supervises the work of others well
能够在恰当时机出现并监督团队成员高效的完成项目
o Takes full responsibility for final decisions
能够为最终的结果负责
？ Mentoring and Coaching
指导及培训
o Actively coaches others
积极的指导团队成员
？ Change and Innovation
变革与创新
o Is calm and focused during times of change or uncertainty
是否能冷静专注地面对未知的变化
o Comes up with ideas for improvement
提出相应的改进方法
？ Professional Development
专业技能发展
o Always looks for opportunities to improve skills
总是寻求机会去发展相关专业技能
？ Values
价值观
o Consistently acts in line with our core values
在行动中总是与公司核心价值保持一致
职能类别： 宾客服务经理
公司介绍
Amari Yangshuo, ONYX Hospitality Group’s first Amari hotel in China, was topped off recently. The construction and development of this 73-room property is progressing on schedule with plans to open in the first half of 2017.
There is an ancient Chinese saying: “The landscape of Guilin is the most beautiful in the world, but the landscape of Yangshuo is the most beautiful in Guilin.”
Calling this beautiful city home, Amari Yangshuo stands right next to the popular West Street, one of the oldest streets in Guilin, Guangxi, and has a direct view of the waterfront, iconic love bridge and karst peaks. This four-storey hotel combines local Oriental influences with Thai-style design and was developed by Shenzhen Yitian Group Co., Ltd. as part of the exciting Yitian West Street development.
In addition to launching the first Amari hotel in China, ONYX Hospitality Group is also proud to introduce Amaya Food Gallery, the hotel’s restaurant, which will also make its debut in the country. Being an Amari brand concept inspired by the well-loved street food markets of Asia, the 360-square-metre Amaya Food Gallery is an all-day dining venue located within Amari Yangshuo. The Gallery was designed using rich colours and vibrant textures to present food choices from across Asia with interactive open kitchens that will take guests on a journey of gourmet discovery.
阳朔阿玛瑞酒店，ONYX集团在中国的第一家阿玛瑞酒店已于近期完工了。这家73间房间的物业进展顺利，计划在2017年上半年开业。
正如中国古老的谚语所说，桂林山水甲天下，阳朔堪称甲桂林。
在这个美丽宜居的城市，阳朔阿玛瑞酒店坐落在广西桂林的西街，可以直观水景，眺瞰爱桥和喀斯特峰。这座结合了当地东方印象与泰国风情的四层酒店是由深圳益田集团有限公司开发的，同时也是整个西街益田发展项目的一部分。
除了启动中国第一家阿玛瑞酒店之外，ONYX酒店集团还自豪地推出酒店的餐饮品牌- Amaya Food Gallery(食代广场)，也将在中国首次亮相。作为一个阿玛瑞旗下的副牌，其灵感源于广受喜爱的亚洲街头食品市场，360平方米的Amaya Food Gallery(食代广场)将作为阳朔阿玛瑞酒店的全日餐厅。餐厅的设计使用丰富的色彩和充满活力的纹理，可互动的开放式厨房传递出各种的亚洲精选美食为客人开启美食探索之旅。
应聘电话：0773-6978829，6978830
There is an ancient Chinese saying: “The landscape of Guilin is the most beautiful in the world, but the landscape of Yangshuo is the most beautiful in Guilin.”
Calling this beautiful city home, Amari Yangshuo stands right next to the popular West Street, one of the oldest streets in Guilin, Guangxi, and has a direct view of the waterfront, iconic love bridge and karst peaks. This four-storey hotel combines local Oriental influences with Thai-style design and was developed by Shenzhen Yitian Group Co., Ltd. as part of the exciting Yitian West Street development.
In addition to launching the first Amari hotel in China, ONYX Hospitality Group is also proud to introduce Amaya Food Gallery, the hotel’s restaurant, which will also make its debut in the country. Being an Amari brand concept inspired by the well-loved street food markets of Asia, the 360-square-metre Amaya Food Gallery is an all-day dining venue located within Amari Yangshuo. The Gallery was designed using rich colours and vibrant textures to present food choices from across Asia with interactive open kitchens that will take guests on a journey of gourmet discovery.
阳朔阿玛瑞酒店，ONYX集团在中国的第一家阿玛瑞酒店已于近期完工了。这家73间房间的物业进展顺利，计划在2017年上半年开业。
正如中国古老的谚语所说，桂林山水甲天下，阳朔堪称甲桂林。
在这个美丽宜居的城市，阳朔阿玛瑞酒店坐落在广西桂林的西街，可以直观水景，眺瞰爱桥和喀斯特峰。这座结合了当地东方印象与泰国风情的四层酒店是由深圳益田集团有限公司开发的，同时也是整个西街益田发展项目的一部分。
除了启动中国第一家阿玛瑞酒店之外，ONYX酒店集团还自豪地推出酒店的餐饮品牌- Amaya Food Gallery(食代广场)，也将在中国首次亮相。作为一个阿玛瑞旗下的副牌，其灵感源于广受喜爱的亚洲街头食品市场，360平方米的Amaya Food Gallery(食代广场)将作为阳朔阿玛瑞酒店的全日餐厅。餐厅的设计使用丰富的色彩和充满活力的纹理，可互动的开放式厨房传递出各种的亚洲精选美食为客人开启美食探索之旅。
应聘电话：0773-6978829，6978830
联系方式
- 公司地址：上班地址：广西桂林市阳朔县阳朔镇