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Front Office Manager 前厅部经理 - Crowne Plaza

Hotel Brand: Crowne Plaza
Location: Mainland China, Hubei, Shennongjia

Hotel: HPGSH - Crowne Plaza Shennongjia

Job number: HOTEL46933


About Us

Manage all aspects of the Front Office (for example, guest registration, porter services, business centre, telephone services, concierge services, and guest reservations) to deliver a guest experience that is unique and brings the brand to life.

主管前台所有方面事务(如:客人入住登记、行李搬运、商务中心、总机服务、礼宾服务和宾客预订),为宾客提供独特的体验,赋品牌以生命。

FINANCIAL RETURNS 财务回报:

 

  • Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.

参与准备部门年度预算与财务计划。重点通过指定恰当的房价策略、推动员工积极性和管理库存房量,来监控预算和控制人力成本等各项费用。

  • Oversee night audit function and preparation of daily financial reports.

监管夜审工作并准备每日财务报告。

 

  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

开发各种计划,通过前台散客管理和追加销售从而提高客房入住率和平均每日房价。

 

PEOPLE 员工团队:

 

  • Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.

处理员工日常事务,计划并分配工作,为每个员工设定工作绩效目标。为员工提供教导、辅导并给予定期反馈,协助解决各种员工矛盾,提高团队成员的绩效。

  • Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.

对全体员工实施教育与培训,确保所有工作符合国家、各省市与地方的法律和安全法规。确保员工接受适当的培训,保证为他们配备完成工作所需的各种工具和设备。

  • Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.

确保员工获得与操作系统、安全、现金处理流程、服务和标准有关的恰当培训。

 

GUEST EXPERIENCE 宾客体验:

 

  • Ensure front office staff provides guests with prompt service, professional attention and personal recognition.

确保前台员工为宾客提供快捷、专业和个性化的服务。

  • Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

确保宾客抵达酒店时受到欢迎和问候,把握时间和宾客进行交流。以恰当的方式对宾客的投诉予以回应,通过与宾客建立良好的关系并获取反馈,不断提升宾客满意度。

  • Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

对前台和公共区域进行例行检查,若发现任何问题马上采取行动。

 




Your day to day

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred.

酒店管理或工商管理专业学士及以上学历或同等学历,3年前台或宾客体验工作经验,并需有管理经验。英语表达必须流畅。能同时使用其它语言者优先。





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