银河娱乐
Supervisor - Front Desk
Supervisor - Front Desk
发布于 4 小时前基层主管/组长
全职员工仅现场办公酒店前台接待
酒店前台接待
Pms系统
前厅运营
团队管理
客户服务
投诉处理
英语/粤语/普通话
酒店管理
值不值得投
61综合评分
综合评分 61
澳门知名上市酒企前厅主管，薪资稳定福利好，但需轮班加班，WLB较差
从薪资福利、成长发展、工作生活和使命价值四个维度综合评估，方便横向比较。
薪资怎么样
2.3万
比酒店前台接待中位数高
发布情况
新岗位 · 今天发布
公司情况
这家公司招聘很活跃
约 470 个在招 · 其中酒店前台接待 28 个
市场机会
选择适中
澳门特别行政区 · 酒店前台接待 · 28 个在招
职位详情
关于这个职位
负责监督银河娱乐酒店前厅部（包括前台、礼宾、行李等）的日常运营，确保为客人提供卓越的服务体验
带领并培养团队，协调各部门工作以最大化客户满意度，同时处理客诉及财务结算，保障运营合规与高效
最低要求
Minimum 2 years of relevant Front Office experience, including supervisory responsibilities in the hotel industry.
Diploma or above in Hospitality Management, Hotel Management or related discipline.
Strong knowledge of Front Desk, Concierge, Bell Services and overall Front Office operations.
Excellent leadership, customer service, communication, interpersonal and problem-solving skills.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Proficiency in hotel property management systems and Microsoft Office applications.
Knowledge of hotel financial procedures, cash handling and reporting.
Good command of written and spoken English, Cantonese and Mandarin.
Additional foreign language proficiency is an advantage.
Initiative, detail-oriented, well-organized and service-oriented personality.
Ability to work shifts, weekends and public holidays in a 24-hour operational environment.
工作职责
Ensure friendly, professional and efficient service is provided to all guests throughout arrival, stay and departure.
Supervise daily Front Office operations, including Front Desk, Concierge, Bell Services, Door Services and Cloakroom functions.
Oversee guest check-in and check-out processes, room assignments, room blocking, VIP arrivals, group movements and special guest requests.
Handle escalated guest inquiries, complaints and service recovery actions to ensure guest satisfaction.
Coordinate with Housekeeping, Engineering, Reservations, Finance, Casino Operations and other departments to support seamless guest experiences.
Monitor room inventory, occupancy, reservations and guest preferences to optimize room utilization and service delivery.
Ensure accurate handling of guest accounts, billing, cash transactions, deposits and financial reporting in accordance with company policies.
Maintain accurate and current information regarding hotel facilities, services, promotions, local attractions, transportation and points of interest.
Prepare duty rosters, work schedules and manpower allocation to meet operational requirements.
Conduct shift briefings and communicate important operational updates, VIP movements and service requirements to team members.
Train, coach, supervise and evaluate team members to ensure service excellence, compliance with SOPs and continuous professional development.
Monitor team performance, grooming standards, attendance and professional conduct.
Ensure Front Office equipment, systems, assets and work areas are properly maintained and operated.
Maintain awareness of emergency procedures and ensure team members are properly trained in safety and evacuation protocols.
Prepare and review operational, cash, occupancy, VIP and incident reports as required.
Perform other duties and responsibilities as assigned by management.
AI 洞察
优缺点分析
优点
- 依托银河娱乐品牌平台，职业稳定性高，福利体系完善
- 接触高端客群与VIP资源，有助于积累优质人脉与管理经验
- 适合有酒店前厅经验、具备领导力、抗压能力强且擅长跨部门沟通的求职者
缺点 / 挑战
- 需适应轮班制及节假日高强度工作，面对客诉时需保持极高情绪价值与服务标准，工作压力较大
角色解读
- 可向驻店经理、房务总监（Director of Rooms）或运营总监方向发展，也可横向拓展至客户关系管理或行政办公室职位
- 全面监督前厅部（前台、礼宾、行李等）的日常运营，确保服务流程顺畅
- 作为管理层，负责排班、培训下属并监控服务质量
- 具备2年以上酒店前厅管理经验，精通PMS系统及财务结算流程
- 拥有出色的多语言沟通能力（英/粤/普）及突发事件处理能力
申请策略
- 了解银河娱乐的品牌服务理念，面试时展现对细节的关注及对团队的激励能力
- 突出过往管理中的人员规模、团队绩效提升案例，以及处理重大客诉或VIP接待的成功经验
- 强调多语言能力及PMS系统熟练度
- 强化危机公关与冲突解决技巧，熟悉最新酒店科技工具以提升效率
面试指南
- 使用STAR法则（情境、任务、行动、结果）描述具体案例，重点突出你的决策逻辑、沟通协调过程及最终达成的积极结果（如客人满意度提升）
- 请分享一次你成功处理棘手客诉的经历，你是如何解决的？
- 在前厅人手不足或突发状况下，你如何调整排班和分配任务？
- 你如何确保团队成员遵守SOP并保持高昂的服务热情？
- 你对银河娱乐的服务标准有何理解？
- 复习酒店前厅核心业务流程，准备1-2个体现领导力和问题解决能力的详细案例，了解银河娱乐的最新动态和服务亮点
职位点评
薪资福利75
成长发展65
工作生活40
使命价值50
薪资福利
75中等
上市公司背景提供稳定的薪酬福利，澳门地区整体薪资水平较高，但需接受轮班制带来的生活节奏影响。
薪资信号市场水准 (1.8千–2.8万/月)
成长发展
65中等
作为主管岗位，具备带教和管理职能，有利于管理能力提升，但前厅操作相对成熟，技术创新空间有限。
技术前沿传统/成熟技术
成长机会Train, coach, supervise and evaluate team members、continuous professional development
业务类型profit_center
工作生活
40较低
明确需要轮班、周末及节假日工作，属于典型的服务业作息，对工作生活平衡有较大挑战。
工作模式仅现场办公
办公地点市区核心地段
加班情况明确要求弹性/高强度
使命价值
50较低
致力于提供卓越的宾客体验，具有一定的服务社会价值，但主要服务于商业娱乐目的，社会使命感一般。
行业发展稳定成熟行业
社会影响中性/一般
使命信号exceptional guest experiences
创新程度稳健跟随主流
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