營運管理
Operational
§ 遇到客人的投訴或問題，如果不能馬上找到解決辦法，則匯報給前廳領班/副理。
Reports complaints or problems to Team Leader/Assistant Manager – Front Office if no immediate solution can be found.
§ 確保客人得到快速、高效、準確的入住登記和結賬離店服務。
Ensures that guests receive a speedy and efficient check in/out.
§ 確保嚴格遵守酒店的收銀程序；所有備用金都要根據財務部設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度，并抓住酒店內的一切銷售機會。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
§ 根據部門運營手冊的標準處理所有抵、離店記錄。
Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual.
§ 遵守預先設立的可用房安排及房價控制。
Adheres to pre-set availability and rate controls.
§ 確保對酒店產品和當地情況的高度了解。
Ensures a high level of product knowledge of hotel and local area.
§ 按照前廳部的程序維護并更新客人歷史記錄及市場數據庫。
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。
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確地匯報給前廳部經理及前廳副理。
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品知識，以便在機會出現時，宣傳/銷售客房、餐廳及其它設施/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.
§ 遵守酒店關于前廳部的所有制度。
Complies with all hotel policies relating to Front Office.
§ 遵守前廳部經理制定的所有系統和程序。
Complies with all systems and procedures as laid down by the Front Office Manager.
§ 必要時協助預訂部的工作。
Assists with reservations whenever necessary.
§ 及時處理所有收到及發出的郵件、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中心服務。
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；下班時按照定立的標準點齊款項。
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輸服務。
Liaises with Bell Service for smooth handling of luggage and transport services.
§ 負責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.
§ 在前廳副理授權下為客人提供信用卡取現服務。
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的賬目單據。
Ensures all master folios due to depart have been checked out and have their respective backups attached.
§ 根據前廳副理的批準，發出小額現金及零用現金。
Responsible for issuing paid-outs and petty cash once Assistant Manager’s – Front Office approval has been received.
§ 負責登記及發放保險箱。
Responsible for registration and issuing of safety boxes.
§ 全面了解酒店提供的所有服務。
Has a thorough understanding of all the services offered by the Hotel.
§ 閱讀與前廳部有關的所有通知。
Reads all memos concerning Front Office.
§ 當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.
§ 確保在下班時準確及整潔的執行關閉程序，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.
§ 當班時確保酒店所有基金和財產的安全。
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。
Attends and contributes to all Meetings as required.
§ 始終提供禮貌和專業的服務。
Provides courteous and professional service at all times.
§ 根據安排參加酒店培訓課程，以提高工作技能及知識。
Attends hotel training sessions as scheduled to improve skills and knowledge.
§ 了解關于員工及行業關系的法律、法規，理解并嚴格遵守員工手冊中的規章制度，及酒店關于防火、衛生、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.
§ 確保高標準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系的接觸。
Maintains positive guest and colleague interactions with good working relationships.
§ 根據酒店、行業和公司的指引，回應需求、改變，執行任何合理的任務及額外職責。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
