职位描述
Manage all aspects of the front office, for example guest registration, bell services, business center, telephone services, concierge services, and guest reservations to deliver a guest experience that is unique and brings the brand to life.
At Crowne Plaza?, we want our guests to feel successful and energised, which means we need you need to:
Create energy by being upbeat, fun loving and surprising and delighting our guests
Act and look the part by being clever, professional and setting a positive example
Know your guests by being thoughtful, adaptable and building connections for them
DUTIES AND RESPONSIBILITIES
Financial Returns:
Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
Oversee night audit function and preparation of daily financial reports.
Develop plans to increase occupancy and ADR through walk-ins and up selling at the front desk.
People:
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.
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.
Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
Guest Experience:
Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Responsible Business:
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations； develop and maintain relationships with local fire, police, and emergency personnel.
Perform other duties as assigned. May also serve as manager on duty.
ACCOUNTABILITY:
This job is the top Front Office job at a full-service hotel hotel. Reports to General Manager. Serves on utive Committee. Typically supervises front desk supervisors, desk agents, and bell/van services, reservations, PBX, etc.

职位资格和技能
Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 4 years Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred. Must have legal Drivers License.