職位概覽 客務經理直接向客房部總監報告，負責當班期間協助管理層處理飯店的日常營運。客務經理在任何時候都應該以身作則-他/她們的行為、言語和外表必須沒有錯誤。他/她們對待員工必須有禮貌且謹慎。他/她們的賓客服務標準必須成為所有飯店同事應達到的水平基準。 職位敘述 1.作為高級管理層的代表，客務經理將被要求處理客人問題和/或投訴。在處理這些情況時，客務經理必須確保使用機智和外交手段，並在糾正這種情況時遵守公司政策。 2.客務經理負責接待和護送所有貴賓，並確保他們在抵達飯店時感到舒適及受歡迎。 3.根據需要/要求協助解決任何顧客的投訴/不安。 4.客務經理負責執行消防和緊急程序，並在值班期間發生火災或緊急情況時聯繫高級管理層。 5.確保您作為客務經理始終了解並「了解」飯店內的所有事件和營運情況。至關重要的是，您在整個酒店中都有明顯的存在，並且在值班期間不斷地在公共區域和部門中走動並保持可見。 6.確保您作為客務經理完全了解飯店的所有服務和設施、門市營業時間和服務範圍。 7.透過培訓，全面了解飯店電腦系統、電話系統、尋呼系統和室內電影系統。 8.監督客人活動的日常活動，能夠解決客人的投訴並與飯店的客人、顧客和顧客建立友好的關係。 9.在客房總監不在的情況下，負責整個客房部的運作。 10.確保所有團隊成員都知道富比士標準對於提供卓越稽核和服務績效的重要性。 求才條件 1.大專或大學文憑，最好是飯店/飯店管理專業。2.有豪華飯店/度假村前廳營運經驗。3.人際溝通能力強，個性風度翩翩，善於建立關係。 4.了解飯店管理系統（例如OPERA）。5.良好的英語書面和口語能力。6.熟練的電腦技能（例如Microsoft Office）。7.急救和消防安全訓練認證。 8.

需有合法在台工作的身份。 Position Overview Reporting directly to the Director of Rooms, the Front Office Manager is responsible for assisting Management in the overall day to day operations of the hotel whilst on duty.

At all times the Front Office Manager is expected to lead by example - their behaviors, speech and appearance must be without fault.

Their treatment of staff must be courteous and discretionary.

Their guest service standards must be the benchmark that sets the levels to be attained by all hotel colleagues.

The Role 1.

As a representative of senior management, the Front Office Manager will be called upon to deal with guest problems and/or complaints.

In dealing with these situations, the Front Office Manager must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying the situation.

2.

The Front Office Manager is responsible for receiving and escorting all VIP's and ensuring that they feel comfortable and welcome on arrival to the hotel.

3.

To assist as required/requested with the solving of any guest complaints/upsets.

4.

The Front Office Manager is responsible for actioning fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty.

5.

To ensure that you as Front Office Manager are constantly aware of and "up to date" with all happenings and operations within the hotel.

It is vital that you have an obvious presence throughout the hotel and be visible and moving through public areas and departments continually whilst on duty.

6.

To ensure that you as a Front Office Manager are completely aware of all the hotel's services and facilities, outlet operating hours and scope of service.

7.

To acquire, through training provided, a comprehensive knowledge of the hotel Computer System, Telephone System, Paging System and In-House Movie System.

8.

Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel.

9.

To be responsible for the entire Front Office Department operation in the absence of the Director of Rooms.

10. Ensure all team members recognizes the importance of Forbes standards as to deliver excellent audit and service performance.

Talent Profile 1.

Diploma of college or university preferably in Hotel/Hospitality Management.

2.

Experiences in Front Office operations in luxury hotels/resort.

3.

Strong interpersonal communicator with personable character, good in relation building.

4.

Knowledge of Property Management System (e.g.

OPERA). 5.

Very good command of written and spoken English.

6petent computing skills (e.g.

Microsoft Office).

7.

First Aid and Fire Safety training certification.

8.

Can legally work in Taiwan.