MAJOR RESPONSIBILIES 責任概要:
To supervise the Front Office all unitsactivities during the shift and handle guest relations and requests. As well asdevelop new GSM, responsible for guest request,
當班時管理前廳部各崗位工作，并處理賓客關系和要求；回應客人的合理需求，發展新的賓客服務經理，品牌服務標準和客人投訴的分析。
?SPECIFIC DUTIES 工作任務 :
1.????? Familiar with Front Office Standards and Procedures.
熟悉前廳部工作服務標準及操作程序
2.????? Responsible for entire activities of Guest Service Manager.
負責所有賓客服務經理的工作.
3.????? Responsible for Loyalty Program
負責忠實客人系統..
4.????? Responsible for Guest History and Profile.
負責客人更新客人歷史資料工作
5.????? Responsible for Brand Standard Audit.
負責品牌服務標準.
6.????? Maintain good knowledge of all corporate programs.
保證良好的知識熟悉飯店相關的酒店計劃
7.????? Develop new GSMs.
培養新的賓客服務經理.
8.????? Responsible for Guest Complain analysis and improvement system.
負責客人投訴的分析和提高工作。
9.????? Ensuring that monthly departmental goals are met.
保證完成每月的目標
10.?? Sharing information and hotel success amongst all departments on amonthly basis
各同事分享相關的數據.
11.?? Maintain a thorough knowledge of the room rates, discounts, packages,hotel facilities, special events, etc.
全面了解掌握酒店房價、折扣、包價、飯店設施及特別事件。
12.?? Maintain good knowledge of the Marriott Member program, ensuring correcthandling, prepares reports and actively participates in enrolling new members.
熟悉萬豪會員計劃，確保正確處理、準備相關報告并積極發展新會員。
13.??Abide by theservice standards.
在工作中遵循對客服務標準
14.??Abide by theHotel’s Policies and Procedures, Marriott Code of Business Conduct and thehotel’s Associate Handbook.
遵守飯店政策和程序，遵守萬豪行為規范以及員工手冊中的條款。
15.?? Maintain good working relations with all departments.
與所有部門保持良好的工作關系。
16.?? Work close with reception supervisor.
與前臺主管保持密切合作。
17.?? Review arrival information on a daily basis; VIP, Marriott Member,Regular guests, Groups, special requests etc.
檢查當日抵店客人信息，包括VIP貴賓、萬豪會員、常住客、團隊客人以及其他特別要求。
18.?? Conduct VIP room inspections with particular emphasis on cleanliness andstandard set up. Make sure the amenity was property set up.
負責檢查貴賓房間，確保房間清潔并按照標準布置房間，確保歡迎備品送至房間。
19.?? Meet VIPs, Marriott Member, Regular guests and long staying guests uponarrival and ensures their allocated accommodation is satisfactory.
接待VIP貴賓、審批、萬豪會員顧客、常住客和長住客，并確保他們滿意入住。
20.?? Assist in handling claimed reservations and turn-away according topolicies and procedures.
按照政策和程序處理無法發現預訂記錄和飯店客滿時婉拒客人入住的情況。
21.?? Carry out inspection of other hotel areas regularly, including lobbycleanness, lighting, background music and main entrance traffic.
負責檢查酒店區域，包括大堂清潔，燈光，音樂以及正門車輛疏導。
22.?? Ensure that all associates comply with the grooming and uniformstandards.
確保員工儀容儀表符合酒店標準。
23.?? Checks discrepancies and out-of-order rooms, to ensure correct roomstatus at all times.
檢查房態差異報告以及維修房狀態，確保任何時間房態的準確性
24.?? Handling due out room.
處理預離房間
25.?? Conduct department briefing.
組織部門交班會
26.?? Assist in resolving accounting matters, disputes, missing back-ups etc
協助解決帳目問題、爭議、丟失的備份等。
27.?? Represent Management in all guest related issues in the best possibleway.
以最好的方式代表飯店管理層處理與客人相關的一切事宜。
28.?? Handle guest requests and takes personal responsibility to ensure requestis met by following up with relevant departments.
處理客人要求并親自協調相關部門，保證滿足客人的合理要求
29.?? Ensure that guest complaints are properly logged and acted upon by tryingto avoid any guest leaving the hotel dissatisfied. Solicits assistance fromManagement if needed.
做好賓客投訴記錄并采取措施避免賓客帶著不滿的情緒離開酒店。必要時從上級管理者尋求幫助。
30.?? Log all incidents of importance and guest comments in shift logbook forManagement.
在值班記錄簿上記錄所有重要事件和客人評論并上報上級管理者
31.?? Log security incidents and accidents in accordance with hotelrequirements.
依照飯店要求記錄安全日志和事故記錄。
32.?? Assist in investigating and resolving written guest complaints.
協助調查和解決客人的書面投拆。
33.?? Maintain effective guest relations, builds rapport and offer personalizedservice and assistance.
維持有效的對客關系，建立和諧關系并提供個性化服務和幫助。
34.?? Deliver high quality service to guests.
向客人提供優質服務。
35.?? Ensure guest needs and reasonable requests are met.
確保滿足客人需求和合理要求。
36.?? Seek opportunities to continually improve guest service.
不斷提高對客服務質量。
37.?? Take appropriate action to resolve guest complaints.
采取恰當方式處理客人投拆。
38.?? Assist Reception when required, help guest check in, check out, etc.
必要時協助前臺接待工作，幫助客人登記入住，結帳離店等等。
39.?? Be responsible for night duties; carry out hotel night audit accordingprocedure.
負責飯店夜間值班，根據具體操作程序完成夜間審計工作。
40.?? Report to management on deficiencies and irregularities noted in theoperation.
向管理層匯報飯店管理運行過程中的不足和不合理之處。
41.?? Be alive to new ideas and system which could benefit the department andhotel.
積極思考，善于創新，提供有益部門和飯店發展的建議和系統
42.?? Sell the hotel and Marriott’s products and services using up-selling andsuggestive selling techniques.
使用增銷和啟發性的銷售技巧，銷售飯店和萬豪的產品與服務
43.?? Promote the hotel and Marriott Grand products and services.
促進酒店和萬豪的產品與服務的銷售。
44.?? Maintain a high level of product and service knowledge in order toexplain and sell services and facilities to guests.
熟悉產品和服務知識以便向客人介紹并銷售服務和設施。
45.?? Be familiar with property safety, current first aid and fire emergencyprocedures.
熟悉堅持飯店安全緊急制度和處理程序。
46.?? Adhere to the hotels and emergency policies and procedures.
熟悉對財產安全、緊急救護和火警等處理程序。
47.?? Be knowledgeable of the hotel’s emergency procedures in regard to fire,bomb threat, evacuation, etc. as part of the Emergency Response Team.
作為酒店緊急行動隊的一員，了解飯店關于火災、空襲、恐嚇、撤退等的緊急事件處理程序。
48.?? Responds immediately on medical requests and emergencies.
對醫療要求和緊急事件做出快速反應。
49.?? Assist other departments in resolving problems when Department headconcerned is not available.
當部門相關領導沒空時協助其它部門解決問題。
50.?? Supervise work operations of the department.
管理協調部門各崗工作。
51.?? Be familiar with service standards and is guided in daily work by these.Monitors staff performance continuously in this respect.
熟悉服務標準并以此指導日常工作及監督員工表現。
52.?? Follow and submit daily checklists.
跟進及遞交每日檢查單
53.?? Resolve disputes.
解決爭端。
54.?? Discipline staff when necessary.
約束員工遵守紀律。
55.?? Provide ongoing advice and support to staff under your supervision.
給予所轄員工不斷的建議和支持。
56.?? Supervise staff performance.
指導員工工作表現。
57.?? Assist with staff training and development.
協助員工的培訓和發展計劃
58.?? Ensure a high level of cleaning is maintained in work area.
保持維護所在工作區域的高度整潔
59.?? Ensure all reporting and servicing deadlines are met on a timely basis.
確保所有報告和服務都按時完成
60.?? Attend the training and meeting as required.
按要求參加必要的培訓及會議
61.??Abide by theHotel’s Policies and Procedures, Marriott Code of Business Conduct and thehotel’s Associate Handbook.
遵守飯店的工作政策及程序，遵守萬豪的商業行為規范以及員工手冊中的條款
62.?? Carry out other tasks as directed by your Manager.
完成你上級交待的其它任務
63.?? ?Solve the guest room door SafetyLock system problem with Engineering together.
與工程部一起把客房電子門鎖問題處理好
64.??Make courtesy callwith Front Desk per shift.
?????? 協助前臺回訪客人，詢問客人入住體驗。
JOB SPECIFICATION職位要求 :
Profile of Competency
工作能力:
●??????
Min.
5 years section manager working experience required in? position.
至少五年以上分部門經理工作經驗
●????? Good knowledge and very familiar with all front office area operation
掌握前廳部工作知識并且熟悉前廳各崗工作
●????? Good English language skill
良好的英語能力
●????? Good supervisory skill
良好的管理技能
●????? Good communication skill
良好的溝通技巧
●????? Be good at organize and problem solving.
良好的組織以及解決問題的能力
●??????
Good finance
knowledge
良好的財務知識
Language 語言能力:
●??????
High proficiency
in written, spoken and reading English.
高標準英語讀、說、寫能力。
●??????
Good command in
reading, writing and spoken Mandarin.
良好掌握國語讀、寫、溝通。
Education 教育:
●??????
At
List above University graduate
大學本科以上學歷
