Manage the Daily Front Office Operations
管理前廳部日常運(yùn)營(yíng)
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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(yùn)營(yíng)任務(wù)以及與之相關(guān)的委派與跟進(jìn)。
??????? 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(diào)前臺(tái)、行政樓層、禮賓部和總機(jī)等部門(mén)的工作，以確保運(yùn)營(yíng)順暢及客人滿(mǎn)意度。
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Conducts daily walk-through to ensure LQA standards
are implemented and delivered to every
guest.
進(jìn)行每日巡視以確保LQA在對(duì)客服務(wù)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(mén)日常運(yùn)營(yíng)，以確?？腿嘶蛲碌膯?wèn)題能夠在最短的時(shí)間內(nèi)以專(zhuān)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(dòng)關(guān)注并參與如客人投訴等待解決問(wèn)題的跟進(jìn)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(shí)施和評(píng)估前臺(tái)房間銷(xiāo)售升級(jí)和雅高心悅界會(huì)員招募計(jì)劃，以最大化收益和客人忠實(shí)度。
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Ensures that all Front
Office related Hotel Policies and Procedures are adhered.
確保與部門(mén)相關(guān)的酒店各項(xiàng)政策與程序都被嚴(yán)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(chǎn)品知識(shí)，確保貴賓及活動(dòng)信息的時(shí)效性和準(zhǔn)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(tuán)隊(duì)接待，檢查并確保團(tuán)隊(duì)預(yù)訂所提出的細(xì)節(jié)達(dá)到要求，并與會(huì)議/團(tuán)隊(duì)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(dǎo)部門(mén)運(yùn)營(yíng)。
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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(jiān)持并推行健康與安全政策，以確保安全的工作環(huán)境；同時(shí)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(lái)超越期待的入住體驗(yàn)
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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(zhǔn)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?？腿说男枨蟊活A(yù)知、喜好被收集、并且這些需求和喜好在今后會(huì)始終被得到滿(mǎn)足。
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Ensure hotel operation supporting systems be fully
utilized to embrace guest experience.
確保各類(lèi)酒店管理系統(tǒng)和軟件得到充分的使用以提高賓客體驗(yàn)。
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Accuracy in link of reservations requirement to
room allocation/guest needs.
根據(jù)預(yù)訂信息準(zhǔn)確地為客人安排房間及滿(mǎn)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(mén)設(shè)置時(shí)效性不同的、可衡量的標(biāo)準(zhǔn)，以達(dá)到提升服務(wù)水準(zhǔn)的目的。
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Liaison between Front Office departments and rest
of hotel effective for guest experience.
在本部門(mén)與酒店其他部門(mén)之間進(jìn)行有效的溝通以提高賓客體驗(yàn)。
??????? Seeks feedback on guest satisfaction and
resolves problems in accordance with our Mission Statement and philosophy of talent
empowerment.
尋求客人滿(mǎn)意度反饋，并根據(jù)我們的使命宣言和人才賦權(quán)的理念來(lái)解決問(wèn)題。
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Focuses on the stay experience for ALL members.
致力于提升雅高心悅界會(huì)員的入住體驗(yàn)。
Management
and Leadership of the Front Office Team
管理及領(lǐng)導(dǎo)前廳部團(tuán)隊(duì)
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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(gè)可以完成工作任務(wù)并在品牌內(nèi)得到提升與發(fā)展的工作環(huán)境。通過(guò)積極參與運(yùn)營(yíng)以及對(duì)同事的支持與發(fā)展來(lái)建立一個(gè)持續(xù)進(jìn)步的團(tuán)隊(duì)。
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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(lì)前廳部團(tuán)隊(duì)，與團(tuán)隊(duì)建立實(shí)時(shí)的溝通，并且對(duì)人才滿(mǎn)意度負(fù)責(zé)。
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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(guò)協(xié)作與授權(quán)相結(jié)合的領(lǐng)導(dǎo)方式，與定期召開(kāi)部門(mén)會(huì)議的方法相結(jié)合，確保前廳部保持始終如一的服務(wù)質(zhì)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(huì)議、撰寫(xiě)報(bào)告和備忘錄以及與工作職能有關(guān)的其他職責(zé)的一整套行政職責(zé)。
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Ensures clear communication within departments to
provide seamless service to all guests.
確保部門(mén)內(nèi)的溝通順暢以便為賓客提供無(wú)縫且高效的服務(wù)。
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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(rèn)培訓(xùn)需求，批準(zhǔn)各分部門(mén)的培訓(xùn)計(jì)劃，并跟蹤培訓(xùn)進(jìn)展以及確認(rèn)培訓(xùn)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(yù)算指導(dǎo)準(zhǔn)備前廳部年度收入/費(fèi)用及人員預(yù)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(wù)質(zhì)量的同時(shí)，通過(guò)對(duì)各分部門(mén)排班的管控以達(dá)到效率最大化的目的。
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Drafts and evaluate work flows to improve and optimize organization.
對(duì)工作流程進(jìn)行制定和評(píng)估以達(dá)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(xùn)出一個(gè)可勝任且有信心超越客人期待的前廳部團(tuán)隊(duì)。
