夜班前台岗位职责

Plan supervise the day today operations of the Reception section which are related to the arrival anddeparture of guests, including the room sales, the room assignments of VIPs,Groups Crews room registrations.
计划和监督接待部门与客人的到来和离开的日常工作，包括客房销售、VIP、计划团队和机组人员的房间分配以及客房登记。
Coordinates monitors the work of direct subordinates andverifies that all receptionists are well groomed inder to ensure clients’satisfaction adherence to service standards. 
协调和监督直接下属的工作，确保所有前台人员都经过良好的培训，以确保顾客满意并遵守服务标准。
Carry out training fnew employees on the job training.Motivates staff to bring about excellent performance. 
对新员工进行培训和在职培训，激励员工创造卓越的业绩
Handles guest requests complaints in a polite efficientmanner, gives further instructions to the relevant staff if needed to ensurecustomer satisfaction maintains a record of all complaints received fromall guests.  Follow up when necessary.
礼貌有效的地处理客人的要求和投诉，如有需要，向相关人员提供进一步指导，以确保顾客满意，并保存所有客人的投诉记录，必要时跟进。
Liaise coordinate with various departments to ensure allinformation on guests are accurate such as rate, room type, billing,  guest requests oversee that guests’specific requirements are addressed in an efficient manner.  
与各部门保持联系和协调，确保所有关于客人的信息是准确的，如房价，房间类型，账单，客人的要求，并监督客人的具体要求得到有效处理。
Keep abreast on hotel products services as well as on touristbusiness traveling information that may be of any interest to our guests.
了解酒店产品和服务，以及客人可能感兴趣的旅游和商务旅游信息。
Constant training of subordinates.
要经常培训下属员工。
Supervise all cashier work of subordinates.
监督下属所有出纳工作。
all on loyalty programme.
更新所有忠诚计划。
At the end of shift, dohandover reporting guest complaints, unusual situations incidents that needfollow up, to ensure efficiency in the operation.
当班结束时，做好客人投诉，异常情况和需要跟进的事件的交接报告，确保工作效率。
Accomplish a set of administrativeduties such as briefing, producing, reviewing writing reports otherspecific duties related to the job function.
完成一系列行政职责，如简报、制作、审查和撰写报告以及与工作职能相关的其他具体职责。
Any other duties, which may beassigned to you from time to time as directed by your SupervisManager.
根据主管与经理的指示，负责分配下来的其他任务
Additionalresponsibilities tasks can be added at any time according to the needs ofthe business of the hotel.
根据业务和酒店的需要，随时可以增加额外的职责和任务。

【岗位职责】
1、负责夜间住客的入住登记、退房结算及房卡制作与管理，确保操作准确高效。
2、接待夜间到店宾客，提供问询、指引及行李协助服务，妥善处理各类现场需求。
3、接听夜间来电，处理客房预订、延时退房、叫醒服务等事宜，并做好详细记录。
4、负责夜班期间的账务核对与交接，确保各项营收记录清晰无误，完成每日营业报表。
5、定时巡查酒店大堂及公共区域，关注安全动态，发现异常及时上报并协助处理突发事件。
6、根据宾客需求协调客房、安保、工程等岗位，保障夜间服务质量和住客满意度。
7、做好与白班前台的完整交接，包括未完成事项、特殊宾客需求及重要通知等。
【岗位要求】
1、大专及以上学历，年龄20-80岁，身体健康，能适应长期夜班工作节奏。
2、具有1年以上酒店前台或相关服务行业工作经验，熟悉Opera或同类前台系统者优先。
3、普通话流利，具备基础英语沟通能力，能有效服务外籍宾客。
4、具备良好的服务意识和沟通技巧，耐心细致，能够冷静应对夜间突发状况。
5、责任心强，工作严谨，能独立完成夜间账务处理及安全巡查任务。
6、熟练使用办公软件及酒店管理系统，具备基本的数据录入和报表整理能力。

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Ensures all employeesmaintain an up-to-date awareness of hotel product knowledge, current promotion,policy changes appropriate internal communication.
确保员工掌握*新的酒店产品知识、当前的推广、政策改变及适当的内部信息。
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Ensures servicesprovided by the Front Office employees are always available are alwayscarried out to define Standard with the utmost efficiency, consistency andcourtesy as detailed in the Departmental Operations Manual.
确保宾客服务员始终提供所需的服务，并按照部门营运手册的要求提供快捷、持
续、礼貌且符合标准的服务。
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Attends andcontributes to all meetings as required.
按要求出席所有会议并对会议作出贡献。
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Ensures all GuestService Agents provide courteous professional service at all times
确保所有宾客服务员始终提供礼貌且专业的服务。
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Handles guest andemployee enquiries in a courteous efficient manner, reporting complaintsproblems if no immediate solution can be found.
礼貌且高效地处理客人及员工的要求，遇到投诉或问题，如不能马上找到解决办法，要向上级报告。
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Ensures all FrontOffice employees adopt practice all procedures as required by theGovernment bureaus.
确保前厅员工按照政府部门的要求执行所有程序。
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To have a soundknowledge of the local environment such as restaurants shopping areaswithin the city.
对当地环境具有扎实及*新的了解，如城市的餐厅、购物区。
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Is knowledgeable instatutory legislation in employee industrial relations, understanding andstrictly adhering to Rules & Regulations established in the EmployeeHandbook the Hotel’s policies concerning fire, hygiene health &safety.
了解关于员工及行业关系的法律、法规，理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
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Is actively involvedin the welfare, safety, development well-being of employees providingadvice, counselling truthful, diplomatic feedback.
积极参与员工福利、安全、发展及健康的活动，并给予建议、咨询和真实、恰当的反馈。
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Ensures all GuestService Agents report fduty on time.
确保所有员工按时上班。
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Ensures all GuestService Agents maintain a high standard of personal presentation & groomingat all time.
确保所有宾客服务员始终都有高标准的形象和仪表。
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Maintains positiveguest colleague interactions with good working relationships.
与客人和同事保持基于良好工作关系的接触。
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Exercises responsiblemanagement behaviour at all times positively representing the HotelManagement Team Hyatt International.
在任何时间表现负责的管理和行为，并以积极的形象代表酒店管理团队和国际凯悦。
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Responds to requeststo undertake any reasonable tasks secondary duties to changes asdictated by the Hotel, industry company.
根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
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Complies with allpolicies andproceduresrelatedtohotelHyatt Group.
遵守并执行酒店及凯悦集团所有规章制度。