Manage the Daily Front Office Operations
管理前廳部日常運營
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Manages all operational tasks as well as their
respective delegation and follow-up.
管理前廳部所有運營任務以及與之相關的委派與跟進。
??????? Coordinates management of the Front Desk, Executive
Floor, Concierge and Guest Service Center to ensure a smooth operation and the
highest level of guest satisfaction.
協(xié)調前臺、行政樓層、禮賓部和總機等部門的工作，以確保運營順暢及客人滿意度。
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Conducts daily walk-through to ensure LQA standards
are implemented and delivered to every
guest.
進行每日巡視以確保LQA在對客服務中被遵守和執(zhí)行。
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Maintains high visibility with guests and colleagues,
ensure that guest and colleague concerns are resolved in a professional
and timely manner.
積極參與部門日常運營，以確?？腿嘶蛲碌膯栴}能夠在最短的時間內以專業(yè)的方式得以解決。
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Attends to referred and unsolved problematic
situations such as complaint handling, takes initiative action and be
entrepreneurial.
主動關注并參與如客人投訴等待解決問題的跟進和處理。
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Prepare, develop,
implement and evaluate up-selling and ALL member enrollment strategy, to
maximize room revenue & guest loyalty.
起草、發(fā)展、實施和評估前臺房間銷售升級和雅高心悅界會員招募計劃，以最大化收益和客人忠實度。
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Ensures that all Front
Office related Hotel Policies and Procedures are adhered.
確保與部門相關的酒店各項政策與程序都被嚴格執(zhí)行。
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Detailed hotel product knowledge, up-to-date with
VIP arrivals & events within the hotel and the destination.
明晰酒店產品知識，確保貴賓及活動信息的時效性和準確性。
??????? Oversees group business, reviewing and
ensuring details of conference resumes are met and serve as a liaison with the
conference conveners.
監(jiān)督團隊接待，檢查并確保團隊預訂所提出的細節(jié)達到要求，并與會議/團隊組織者保持聯(lián)系。
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Presence in the Front Office and lobby area at
critical guest flow time.
客流高峰期間在前廳及大堂區(qū)域督導部門運營。
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Involvement in guest complaint
handling, whenever the situation required, adheres to and
promotes the health & safety policies to ensure a safe work environment and knowledgeable
all safety & emergency procedures.
堅持并推行健康與安全政策，以確保安全的工作環(huán)境；同時確保所有同事都熟悉了解并掌握安全及緊急程序。
Provide Guests’ Experiences that Exceed
Guests’ Expectations
為客人帶來超越期待的入住體驗
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Personal involvement in the pre-arrival preparation, arrival, rooming, and departure of key/VIP guests.
親自參與到貴賓抵店前的準備工作、入住手續(xù)的辦理、房間介紹以及離店送別之中。
??????? Ensure guests’ needs be anticipated, guests’
preferences be collected, and the needs and preferences be met during current
stay and future stays.
確保客人的需求被預知、喜好被收集、并且這些需求和喜好在今后會始終被得到滿足。
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Ensure hotel operation supporting systems be fully
utilized to embrace guest experience.
確保各類酒店管理系統(tǒng)和軟件得到充分的使用以提高賓客體驗。
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Accuracy in link of reservations requirement to
room allocation/guest needs.
根據(jù)預訂信息準確地為客人安排房間及滿足合理需求。
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Sets short term and long term measurable objectives to continually improve
service levels.
為部門設置時效性不同的、可衡量的標準，以達到提升服務水準的目的。
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Liaison between Front Office departments and rest
of hotel effective for guest experience.
在本部門與酒店其他部門之間進行有效的溝通以提高賓客體驗。
??????? Seeks feedback on guest satisfaction and
resolves problems in accordance with our Mission Statement and philosophy of talent
empowerment.
尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權的理念來解決問題。
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Focuses on the stay experience for ALL members.
致力于提升雅高心悅界會員的入住體驗。
Management
and Leadership of the Front Office Team
管理及領導前廳部團隊
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Creates an environment that allows colleagues to
achieve job fulfillment and provides a path for career development with Brand.? Develops strong teams through active
involvement in the operations and through the development and support of a
continually evolving team.
為所有同事創(chuàng)造出一個可以完成工作任務并在品牌內得到提升與發(fā)展的工作環(huán)境。通過積極參與運營以及對同事的支持與發(fā)展來建立一個持續(xù)進步的團隊。
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Provides guidance and motivation to the Front Office Team.
Establishes and communicates on a daily basis with the Front Office Team. A
strong commitment to Colleague Satisfaction.
指引并激勵前廳部團隊，與團隊建立實時的溝通，并且對人才滿意度負責。
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Supports the Front Office team to be consistent in service, use a collaborative, enabling leadership style, have regular team
meeting.
通過協(xié)作與授權相結合的領導方式，與定期召開部門會議的方法相結合，確保前廳部保持始終如一的服務質量。
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Accomplish a set of
administrative duties such as leading and attending meeting, writing reports
and memos and other specific duties related to the job function.
完成如組織并出席會議、撰寫報告和備忘錄以及與工作職能有關的其他職責的一整套行政職責。
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Ensures clear communication within departments to
provide seamless service to all guests.
確保部門內的溝通順暢以便為賓客提供無縫且高效的服務。
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Identifies training needs, approve
training plan of all Front Office sub-departments and follow-up to ensure
compliance and efficiency of training activities.
確認培訓需求，批準各分部門的培訓計劃，并跟蹤培訓進展以及確認培訓效果。
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Prepares the annual budget and manning guide and
manage the Front Office Department within budgetary guidelines.
根據(jù)預算指導準備前廳部年度收入/費用及人員預算。
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Controls the duty roster for sub-departments
guaranteeing quality as well as considering the highest personnel cost
efficiency.
在保證服務質量的同時，通過對各分部門排班的管控以達到效率最大化的目的。
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Drafts and evaluate work flows to improve and optimize organization.
對工作流程進行制定和評估以達到優(yōu)化提升的目的。
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Recruit, induct and train a Front Office team who
are competent and confident to exceed guest expectations.
招聘、任命和培訓出一個可勝任且有信心超越客人期待的前廳部團隊。
