JOB OVERVIEW職位概述
?Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition.
?管理本班的前臺工作確?？腿说玫娇焖俚模瑢I的服務和個人的關注。
DUTIES AND RESPONSIBILITIES 工作職責
?Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
?直接向前廳部經理匯報并就所有與賓客服務及酒店運作相關的問題進行溝通。
?Provides functional assistance and direction to all departments.
?向所有部門提供功能性支持和指導。
?Cooperates, coordinates and communicates with other hotel departments as required.
?按需要與酒店其它部門進行合作、協調和溝通。
?Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
?對各種狀況做出反應，以確保來賓被及時的禮貌接待并得到充分的注意和重視。
?Responds to guest needs and resolves related problems
?就客人的需求做出反應并解決相關問題。
?Supervises and directs Reception and Reservations personnel.
?對接待部和預訂部工作人員進行監督和指導。
?Supports and assists Front Office personnel and all departments at peak periods.
?在高峰期向前廳部工作人員和其它所有部門提供支持和協助。
?Ensures VIPs and priority club guests receive special attention
?保證貴賓和優悅會會員受到特別關照。
?Inspects front of house and back of house regularly for cleanliness.
?定期檢查一線各部門和二線各部門的清潔狀況。
?Assists Guest Relations in greeting, rooming, and sending off VIP guests.
?協助客戶關系部門迎接貴賓，為其安排房間并在其離店時送行。
?Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
?監督員工的行為、制服穿著、衛生和外表形象。
?Provides input for Front Office meetings.
?為前廳部會議提供信息 。
?Promotes inter-hotel sales and in-house facilities.
?促進店際銷售及推銷酒店內的設施。
?Checks billing instructions and monitors guest credit
?檢查結帳說明并監督客人信用情況。
?Analyses and approves discounts and rebates.
?分析和批準打折相關事宜。
?Analyses the rate variance report to ensure rooms revenue control
?分析房價差異報告以保證控制客房收入。
?Takes action with the Property Management Systems (PMS) in emergency situation.
?在緊急情況下使用酒店管理系統（PMS）。
?Fully conversant with all hotel emergency procedures.
?熟知酒店緊急情況所有處理程序。
?Ensures front line staff complies with FIT marketing techniques and maximize sales.
?確保一線員工遵從散客市場技巧并最大化的進行銷售。
?Works with Superior and Human Resources on manpower planning and management needs
?與上級領導和人力資源部一起進行人力規劃和管理需求。
?Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
?與上級領導和財務總監一起編制和管理部門預算。
QUALIFICATIONS AND REQUIREMENTS任職要求
?Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
?擁有在與他人交往時大多數時間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。
?Good writing skills
?具有良好寫作技能
?Proficient in the use of Microsoft Office and Front Office System
?熟練使用微軟辦公軟件和前臺系統
?Problem solving and organizational abilities
?具有解決問題和組織能力
