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【岗位职责】
1. To supervise the Front Office daily operation during the shift and proactive handle guest complaint, ensurefollow up and resolve promptly.
当班时负责管理前厅部日常工作并积极配合其他部门处理客人的投诉，确保客人的投诉得到及时的跟进和解决。
2. Good coordinate with each department when the senior management and department head absent, make sure hotel operation smoothly.
在酒店高级管理人员和部门经理不当班时协调各部门之间的配合，确保酒店正常运作。
3. Manages the flow of questions and directsguests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
指引大堂的宾客，担任宾客关系经理并跟踪处理服务问题。
4. Review arrival guests' information on a daily basis refer to Master Arrival Report; include VIP, Marriott Bonvoy Members, Regular guests, Groups, special requests etc. Assign room for VIP guest.
每班次下载 Master Arrival Report, 检查当日抵店客人信息，包括贵宾、万豪旅享家会员、常客、团队的情况以及特别要求，为 VIP 客人分配房间。
5. Follow up the guest requests in GXP System.
跟进 GXP 系统中客人的需求。
6. Assist in investigating and resolving written guest complaints.
协助调查和解决客人的书面投诉。
7. Maintain effective guest relations, builds rapport and offer personalized service and assistance.
维持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助。
【岗位要求】
1. Good knowledge and very familiar with all front office area operations.
掌握前厅部工作知识并且十分熟悉前厅部日常运行。
2. Good supervisory skill.
良好的管理技能。
3. Good communication skill.
良好的沟通技巧。
4. Be good at organize and problem solving.
良好的组织以及解决问题的能力。
5. Good finance knowledge.
良好的财务知识。
6. Positive attitude under pressure.
良好的心理承受能力，在工作中始终保持积极态度。
7. Training & presentation skill.
良好的培训以及展示技巧。
国际联号工作经历：优先语言能力：英语-良好计算机能力：良好
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酒店业--国际高端酒店/5星级
100-499人
国有企业
Sheraton Luoyang Hotel is jointly developed by Luoyang Wanchi Hotel Management Co., Ltd. and Marriott International. Located at the southeast corner of the intersection of Tianjin Road and Xiyuan Road, Jianxi District, Luoyang, the hotel combines an elegant business design with Sheraton’s signature warm service to deliver a premium hospitality experience.洛阳喜来登酒店由洛阳万驰酒店管理有限公司与万豪国际集团联合打造，位于洛阳市涧西区天津路与西苑路交叉口东南角，以典雅商务的设计风格和喜来登品牌标志性的热忱服务，为宾客呈现高品质旅居体验。The hotel enjoys a prime location adjacent to Peony Square and Metro Line 1’s Peony Square Station. It is approximately 8 km from Luoyang Station and 22 km from Luoyang Beijiao Airport. Renowned cultural attractions such as the Longmen Grottoes, Sui-Tang Luoyang City National Heritage Park, and Luoyi Ancient City are all within easy reach, allowing guests to effortlessly explore the rich heritage of this ancient capital.酒店地理位置优越，紧邻牡丹广场及地铁1号线牡丹广场站，距离洛阳站约8公里、洛阳北郊机场约22公里。龙门石窟、隋唐洛阳城国家遗址公园、洛邑古城等著名文化景点近在咫尺，便于宾客轻松探索千年帝都的历史底蕴。The hotel features 319 guest rooms and suites, continuing Sheraton's signature comfortable sleep experience while creating a warm and elegant resting space. For dining, the hotel offers Savor All-Day Dining Restaurant, Yue Caiyue Xuan Chinese Restaurant, and &More by Sheraton Coffee Bar, providing diverse options for food lovers and social guests. With over 1,800 square meters of flexible meeting and event space, complemented by a professional service team, the hotel is fully equipped to meet a wide range of needs, from high-level business conferences to social celebrations. In addition, the hotel also features a 24-hour fitness center and a heated swimming pool, ensuring guests' health and wellness around the clock.酒店共设319间客房及套房，延续喜来登品牌一贯的舒适睡眠体验，精心营造出温馨雅致的休憩空间。餐饮方面，设有食光全日制餐厅、Yue采悦轩中餐厅以及&More by Sheraton咖啡吧，为美食爱好者和社交宾客提供丰富多元的用餐选择。超过1,800平方米的灵活会议及宴会空间，搭配专业服务团队，可全方位满足从高端商务会议到社交庆典的各类需求。此外，酒店还配有24小时健身房及恒温泳池，为宾客提供全天候的健康休闲保障。Whether for business travel, group events, or leisure getaways, Sheraton Luoyang Hotel is dedicated to becoming your gathering place in Luoyang with genuine warmth and professional dedication.无论是商务出行、会议团队还是休闲度假，洛阳喜来登酒店皆以诚挚热情与专业专注，致力成为您在洛阳的会聚之所。
