What abilities should the lobby manager of a domestic five-star hotel have?

3. Assistant Manager 1. Gender: male/female 2. Age: 20~38 years old. Education plan: junior college or above. Foreign language level: level B 5. Business requirements: (1) More than five years working experience in hotel front office. (2) Understand the action procedures of various departments of the hotel and master the knowledge of hotel management. (3) Be familiar with the work flow of this department, and understand the service rules and characteristics of various hotel projects. (4) Have certain organizational skills, interpersonal skills and keen observation skills, and be able to handle some emergencies and organize relevant departments to solve them. (5) Be able to skillfully use foreign languages to talk with guests and solve their inquiries and complaints. (6) Have certain problem-solving ability and be good at handling disputes between guests and hotels. (7) Clean and tidy appearance, elegant appearance and high working prestige. First, the assistant manager of the lobby is directly superior: the front office manager (assistant manager of the front office) Contact departments: Housekeeping Department, Catering Department, Marketing Department, Engineering Department, Finance Department and Security Department [post responsibilities] supervise and inspect the environmental sanitation and service quality of public areas such as hotels and universities, and keep close contact with all departments. Solve the needs of guests. [Job Description] 1. Welcome VIPs on behalf of the hotel, remember VIPs' names, handle major events, and record related matters of special VIPs and noteworthy guests. 2. Handle the inquiries of the guests when they check out, and handle them according to the relevant regulations and authorization of the hotel. 1. Welcome and accompany the distinguished guests to the designated room and introduce the room facilities. 2. Make VIP departure records and implement every detail of VIP reception. 3. Handle the lock change and magnetic card work of the guest room door lock and make records. 4. Deal with the room with errors between the room report and the reception department, and lock the room in person. 5. Handle guest complaints, use personal hotel management knowledge, and solve problems in time according to guest psychology. 6. Arrange escort or hospital transportation for sick or accident guests. 7. In case of emergency, positive and decisive instructions must be given (when there is no instruction from the superior). 10. Contact the security department and reception department to get information and report "accidents" and "patients". 1 1. Participate in the work of the reception department during the day, and learn about the changing trend of the room conditions on that day and in the near future. 12. Patrol inside and outside the hotel to ensure the operation of various functions. Political parties quickly eliminated preventable disadvantages. 13. When talking with guests, you can appropriately expand the hotel facilities. 14. Strive to complete all tasks assigned by the boss. 15. Check the room area where the alarm is issued together with security guards and engineers. 16. cooperate with the personnel of the finance department to recover the accounts owed by the employees who are still in the hotel. 17. When necessary, you can direct other department personnel to assist in handling various tasks. 18. When there is no senior management to ask for instructions when a dangerous accident occurs, appropriate decisions should be made and guests should be evacuated if necessary (such as fire alarm). 19. timely reflect the opinions of employees and guests to the management. 20. Check the items that need maintenance in the lobby and implement the maintenance situation. 2 1. Do a good job in fire prevention, theft prevention and investigation of wanted criminals within the scope of this department. 22. Insist on recording the day's events and complaint handling in the duty book every day and submit it to the general manager for review.