前堂接待員 (永利皇宮) Service Agent - Front Office (Wynn Palace) (ID:1198BR) Job in 酒店營運 - 營收管理 / 訂房部 in 所有澳門特別行政區地區 - Job Description
職位內容

 

  • 公司名稱: 永利渡假村 Wynn Resorts


  • 顯赫奢華的體驗,對優質服務的承諾,奠定了永利渡假村在全球酒店業界的領導地位。永利澳門開業以來屢獲殊榮,驕人成綪無可比擬,而永利皇宮路氹則將住宿體驗昇華至更高層次。歡迎加入我們,把握您盡展所長、發展專業的理想機會。

前堂接待員 (永利皇宮) Service Agent - Front Office (Wynn Palace) (ID:1198BR)

工作說明


主要職責: 前堂接待員主要負責所有前堂相關的職能,包括為客人登記入住及辦理退房手續、預訂房間及修改資料、提供城市活動及餐廳的資訊、景點的方向指引、檢查客房的狀態及解決客人的問題。


職位介紹:

  • 使用尊貴的歡迎語句款待來賓,並以高尚品牌的標準為來賓提供服務。以熱情、專業及好客的態度,公平地對待每一位客人
  • 確保時常保持出眾的專業態度以維護酒店服務標準,儀表、舉止及服務須達致永利及福布斯的最高服務標準
  • 須注意所有細節,了解酒店每天的最新情況,為客人提供報價及推廣建議。熟識客房位置、客房種類、客房價格、優惠、酒店設施、營業時間、特別推廣、宴會及活動等
  • 幫助協調客人與前堂及其他部門之間的相關事宜,包括行李服務、轎車服務、工程部、客房部及餐飲部。關心每一個人及每一件事並主動承擔
  • 確保妥善地為客人預訂房間、登記入住、安排房間、準備門匙及歡迎禮包、收款及歡迎每位客人
  • 確保客人在預定時間退房,確認客人的收費款項正確,如收費上有任何差異,須迅速解決並收取相應的款項
  • 於有需要時,進行客房檢查並與客房部協調,處理提早退房、提早辦理入住登記、續房、延遲退房時間、轉房及其他特別請求的賓客
  • 負責維護現金的流動,接受及處理客人付款的程序及退房的手續。維護每天保證金及收據的報告。確保每一個工作班次開始到結束之間所有的交易,過賬及現金數量是準確無誤的
  • 回應客人的詢問,並在權力範圍內協助客人解決在入住期間遇到的問題,否則便把事件交由組長處理
  • 管理電話事務,包括為客人提供資訊。在有需要時管理、指引及帶領客人
  • 於訂房部辦公時間外,為客人辦理預訂房間服務
  • 注意部門及程序上的改變,提出問題及建議以激勵部門改善,做到更好
  • 清楚所有貴賓的到達及相關資訊
  • 負責確保所需表格、匙卡、度假村地圖、小冊子的存貨充足
  • 保持前堂及辦公室清潔整齊
  • 須協助和履行前堂主任委派的工作

職位要求:


工作經驗:具最少一年於四至五星酒店擔任前堂接待員工作經驗
技能 / 證書:懂處理現金交易及基本會計知識
教育程度:須持畢業文憑或相等學歷,主修酒店管理及旅遊學士學位者優先考慮
語言能力:能操及書寫流利廣東話、普通話及英語,懂其他國家語言者優先考慮
電腦應用:熟識Ms Office軟件操作,對Opera及Fidelio系統操作有一定認識


如有查詢,請於辦公時間星期一至五上午9時至下午6時致電(853)8889 1188


Job Description


Job Purpose: The purpose of Front Office Service Agents is to perform all functions required by the Front Office, this includes and is not limited to registration of guests in and out, amending and making room reservations, giving city, activity and restaurant recommendations, providing directions, checking room status and resolving minor guest issues


Key Responsibilities

  • Provide a luxurious Welcoming statement for the property, and service all guests to the standards expected of a Luxury Brand property. Treat all guests equally with a warm, professional and welcoming manner.
  • Maintain Hotel Service Standard by ensuring that personal attitude is always exceptional, grooming, manners and service is always delivered to the highest luxury standard required by Wynn and rating companies such as Forbes.
  • Show never attending attention to detail, be knowledgeable on all aspects of the Hotel on a daily basis, providing quotes for rates and upsell when possible, as well as recommendations for the guests. Be familiar with room locations, room types, rates, discounts, hotel facilities, hours of operation, special promotions, events and activities, etc.
  • Assist in coordinating certain items and events between the Front Desk, guests and other departments, including but not limited to Bell desk, Limousine, Engineering, Housekeeping and Food & Beverage, care about everyone and everything. Take responsibility and don’t leave it to others.
  • Ensure proper registration of guests, room assignment, guest reservations and details, prepare key and welcome packets, collect payments, and give appropriate hotel orientation for each guest.
  • Ensure timely Departures, verify that guest charges and credits are posted to the guest and billing is correct according any instructions provided, swiftly resolve any discrepancies and collect the appropriate payments.
  • On occasion, perform room checks, and coordinate with Front Office Room controllers for early departures, early arrivals, extended stays, late check-outs, room moves, and special requests.
  • Responsible for maintaining a cash float, accept and process payments for guest accounts at registration and check-out. Maintain a daily report of all deposits and receipts. Ensure that all transactions, postings and cash are accounted for and are balanced at the beginning and end of each work shift.
  • Responds to guest inquiries, and resolves any minor issues that can assist guests prior, during and after their stay that is within their scope of authority, otherwise refer the matter to the team leaders.
  • Manage phone activity, including providing general knowledge to callers. Manage, direct and escort guests as needed.
  • Assist with booking guest reservations when Room Reservations office is closed
  • Take note of department and procedural changes, ask questions and make suggestions whenever inspired for the improvement of the department. Always strive to be better.
  • Be familiar with all VIP’s arriving or otherwise.
  • Monitor stock levels of forms, key cards, resort maps and brochures and arrange restocking when required
  • Ensure a clean and tidy reception area and office
  • Assist and perform duties assigned by the Supervisor

Competencies and Requirements


Experience: Minimum 1 year of Front Office experience in a 4 or 5 star hotel
Education: Diploma or equivalent; major in Hospitality or Tourism preferred
Knowledge/Certificates: Cash handling and basic accounting
Language Ability: Fluent spoken and written English, Cantonese and Mandarin. Other foreign languages an advantage
Computer Skills: Proficient in MS Office; knowledge of Fidelio and Opera


For enquiries, please contact us at (853) 8889 1188 during office hours
from Monday to Friday between 9:00 am and 6:00 pm

  • 職位要求

  • 基層員工 
  • 所有澳門特別行政區地區, 澳門特別行政區 
  • 學士學位 
  • 酒店業 
  • 酒店營運 - 營收管理 / 訂房部 (訂房部) 
    酒店營運 - 房務部 (前台服務) 
    酒店營運 - 房務部 (綜合) 
  • 07/05/2020 

 

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