客房部-客務-夜班主任 Rooms-Front Office-Night Supervisor

Responsible for coordinating and overseeing all hotel operations in the absence of the General Manager or designated during nights. The principal responsibility is the safety and security of guests and ensuring the accurate and timely completion of the night audit function during the hours of 11 pm-7 am. 1. Conduct inspections of the front of house and back of the house during the shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, and Car Parking. 2. Build strong relations with all guests, noting special attention to the hotel's VIPs and return guests to ensure long-lasting guest loyalty. 3. Handling complaints and resolving service 'Glitches', keeping a record of all feedback under the appropriate system. Ensures that the issues are resolved promptly to guests' satisfaction. 4. Efficient check-in and check-out process. 5. Maintain own cash float and correct banking. 6. Update Guest History Maintenance. 7. Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed 8. Oversees the Night Audit Function. 9. Compete against a standard of excellence by setting high-performance standards and pursuing aggressive goals. 10. Strive for constant improvements take responsibility for achieving business results and persevere despite obstacles. 11. Diagnose problems and thoroughly analyze information to guide decision-making. 12. Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions. 13. Build and maintain positive relationships with all internal customers and guests to exceed their needs. 負責夜班飯店櫃台相關工作，保障客人入住及安全，並確保在晚上 11 點至早上 7 點期間準確及時地完成夜間稽核工作。 1.輪班期間檢查前廳和後廳，包括前廳、客房部、大廳、餐飲店、公共區域、停車場。 2.與顧客建立緊密的關係，辨識任何特殊需求的顧客、回訪客和 VIP，以建立長久的顧客忠誠度。 3.處理並排解顧客訴願，在系統內登錄顧客意見回饋。確保問題及時解決，讓顧客滿意。 4.高效率的入住和退房流程。 5.維持自己的現金流動和正確的銀行業務。 6.更新訪客歷史記錄維護。 7.夜間工作人員的員工監督：承包商；搬運工、清潔工、客房服務人員並與人力資源部合作，確保他們的績效得到有效管理。 8.監督夜間稽核工作。 9.透過設定高績效標準和追求進取的目標，與卓越標準競爭。 10.努力不斷改進，為實現業務成果承擔責任，克服障礙堅持不懈。 11.診斷問題並徹底分析資訊以引導決策。 12.在得出結論時評估和吸收關鍵資訊並做出合乎邏輯的、有效的決策。 13.與所有內部客戶和客人建立並維持積極的關係，以超越他們的需求。