營運(yùn)管理
Operational
§ 遇到客人的投訴或問題，如果不能馬上找到解決辦法，則匯報給前廳領(lǐng)班/副理。
Reports complaints or problems to Team Leader/Assistant Manager – Front Office if no immediate solution can be found.
§ 確?？腿说玫娇焖?、高效、準(zhǔn)確的入住登記和結(jié)賬離店服務(wù)。
Ensures that guests receive a speedy and efficient check in/out.
§ 確保嚴(yán)格遵守酒店的收銀程序；所有備用金都要根據(jù)財務(wù)部設(shè)立的政策和程序合理使用。
Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance.
§ 確保提供給客人的賬單正確，并正確收款。
Ensures that the guests’ bills are presented and collected accordingly.
§ 保證具有營銷員的態(tài)度，并抓住酒店內(nèi)的一切銷售機(jī)會。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
§ 根據(jù)部門運(yùn)營手冊的標(biāo)準(zhǔn)處理所有抵、離店記錄。
Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual.
§ 遵守預(yù)先設(shè)立的可用房安排及房價控制。
Adheres to pre-set availability and rate controls.
§ 確保對酒店產(chǎn)品和當(dāng)?shù)厍闆r的高度了解。
Ensures a high level of product knowledge of hotel and local area.
§ 按照前廳部的程序維護(hù)并更新客人歷史記錄及市場數(shù)據(jù)庫。
Maintains and updates guest history and marketing database as laid down in Front office procedures.
§ 確保維持高水平的對客服務(wù)。
Ensures a high level of customer service is consistently maintained.
§ 確保前廳部與其它部門的高度配合。
Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel.
§ 確保將任何來自客人或其它部門的反饋及時并準(zhǔn)確地匯報給前廳部經(jīng)理及前廳副理。
Ensures the Front Office Manager or Assistant Manager – Front Office is kept fully aware of any relevant feedback from wither customers or other departments.
§ 確保高度了解酒店產(chǎn)品知識，以便在機(jī)會出現(xiàn)時，宣傳/銷售客房、餐廳及其它設(shè)施/活動。
To be knowledgeable and promotes/upsells Rooms, Outlets and other facilities/programmes whenever opportunities arises.
§ 主動向潛在客人推銷凱悅天地計劃。
Promotes World of Hyatt program to potential guests whenever possible.
§ 熟知各種航空公司常旅客計劃。
To be knowledgeable with the various airline frequent flyer programmes.
§ 遵守酒店關(guān)于前廳部的所有制度。
Complies with all hotel policies relating to Front Office.
§ 遵守前廳部經(jīng)理制定的所有系統(tǒng)和程序。
Complies with all systems and procedures as laid down by the Front Office Manager.
§ 必要時協(xié)助預(yù)訂部的工作。
Assists with reservations whenever necessary.
§ 及時處理所有收到及發(fā)出的郵件、傳真、速遞物品及留言。
Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner.
§ 需要時處理基本的商務(wù)中心服務(wù)。
Handles basic Business Center services when required.
§ 處理鑰匙并確保遵守安全制度。
Handles keys and ensures Security policies are adhered to.
§ 按制度處理外匯兌換。
Handles foreign exchange according to policies.
§ 履行收銀員的職責(zé)；下班時按照定立的標(biāo)準(zhǔn)點齊款項。
Performs cashier functions; balances at the end of the shift according to established standards.
§ 與行李部配合順暢處理行李及運(yùn)輸服務(wù)。
Liaises with Bell Service for smooth handling of luggage and transport services.
§ 負(fù)責(zé)將所收款額分至不同的收入賬項，如洗衣及傳真費用。
Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges.
§ 為住店客人兌換外幣。
Exchanges foreign currencies to any in-house guest.
§ 在前廳副理授權(quán)下為客人提供信用卡取現(xiàn)服務(wù)。
Provides guests with cash advances on their credit card with the approval of Assistant Manager – Front Office .
§ 獲得散客的信用卡授權(quán)密碼。
Produces authorisation codes from FIT guests’ credit cards.
§ 通過每天將登記卡及餐廳賬單存檔，保持并檢查所有架格。
Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis.
§ 確保檢查所有離店客人的賬單并附上相關(guān)的賬目單據(jù)。
Ensures all master folios due to depart have been checked out and have their respective backups attached.
§ 根據(jù)前廳副理的批準(zhǔn)，發(fā)出小額現(xiàn)金及零用現(xiàn)金。
Responsible for issuing paid-outs and petty cash once Assistant Manager’s – Front Office approval has been received.
§ 負(fù)責(zé)登記及發(fā)放保險箱。
Responsible for registration and issuing of safety boxes.
§ 全面了解酒店提供的所有服務(wù)。
Has a thorough understanding of all the services offered by the Hotel.
§ 閱讀與前廳部有關(guān)的所有通知。
Reads all memos concerning Front Office.
§ 當(dāng)班時確保備用金中有足夠基金和零鈔。
Ensures the general float contains sufficient change and funds while on duty.
§ 確保在下班時準(zhǔn)確及整潔的執(zhí)行關(guān)閉程序，并點清所有賬目。
Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing.
§ 確保在下班時備用金沒有差錯。
Ensures that the float is balanced before finishing the shift.
§ 當(dāng)班時確保酒店所有基金和財產(chǎn)的安全。
Ensures security of all hotel funds and properties at times whilst on duty.
§ 完全了解酒店電腦系統(tǒng)的收銀功能。
Has a thorough understanding of all cashiering functions in the Hotel’s computer system.
總則
General
§ 按要求出席所有會議并做出貢獻(xiàn)。
Attends and contributes to all Meetings as required.
§ 始終提供禮貌和專業(yè)的服務(wù)。
Provides courteous and professional service at all times.
§ 根據(jù)安排參加酒店培訓(xùn)課程，以提高工作技能及知識。
Attends hotel training sessions as scheduled to improve skills and knowledge.
§ 了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§ 確保高標(biāo)準(zhǔn)的個人形象和儀容儀表。
Ensures high standards of personal presentation and grooming.
§ 與客人和同事保持基于良好工作關(guān)系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§ 根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
