Operational營運管理
§ Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found.遇到客人的投訴或問題，如果不能馬上找到解決辦法，則匯報給領(lǐng)班/副理。
§ Ensures that guests receive a speedy and efficient check in/ out.確?？腿说玫娇焖佟⒏咝?、準確的入住登記和結(jié)帳離店服務(wù)。
§ Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance.確保嚴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 guests’ bill are presented and collected accordingly.確保提供給客人的帳單是正確的，以及收款也是正確的。
§ Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.保證具有營銷員的態(tài)度，并抓住酒店內(nèi)的一切銷售機會。
§ Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual.根據(jù)部門運營手冊的標準處理所有抵、離店記錄。
§ Adheres to pre-set availability and rate controls.遵守預(yù)先定立的可用房安排及房價控制。
§ Ensures a high level of product knowledge of hotel and local area.確保對酒店產(chǎn)品和當?shù)厍闆r的高度了解。?
§ Maintains and updates guest history and marketing database as laid down in Front office procedures.按照前廳部的程序保持最新的客人歷史及市場數(shù)據(jù)庫。
§ Ensures a high level of customer service is consistently maintained.確保持續(xù)高水平的對客服務(wù)。
§ Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel.確保前廳部與其它部門高度的配合。
§ Ensures the Front Office Manager or Assistant Manager is kept fully aware of any relevant feedback from wither customers or other departments.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(jīng)理及前廳部副理。
§ To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.確保具有高水平的酒店產(chǎn)品知識，以便在機會出現(xiàn)時，宣傳/銷售客房、餐廳及其它設(shè)施/活動。
§ Promotes Gold Passport programme to potential guests whenever possible.主動向潛在客人推銷金護照計劃。
§ To be knowledgeable with the various airline frequent flyer programmes.熟知各種航空公司獎勵計劃。
§ Complies with all hotel policies relating to Front Office.遵守酒店關(guān)于前廳部的所有制度。
§ Assists with reservations whenever necessary.必要時協(xié)助預(yù)訂部的工作。
§ Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner.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 basic Business Centre services when required.需要時處理基本的商務(wù)中心服務(wù)。
§ Handles keys and ensures Security policies are adhered to.處理鑰匙并確保遵守安全制度。
§ Handles foreign exchange according to policies.按制度處理外匯兌換。
§ Performs cashier functions; balances at the end of the shift according to established standards.履行收銀員的職責；下班時按照定立的標準點齊款項。
§ Liaises with Concierge/Bell for smooth handling of luggage and transport services. 與禮賓部配合順暢處理行李及運輸服務(wù)。
§ Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges.負責將所收款額分至不同的收入帳項，如洗衣及傳真費用。
§ Exchanges foreign currencies to any in-house guest.為住店客人兌換外幣。
§ Provides guests with cash advances on their credit card.為客人提供信用卡取現(xiàn)服務(wù)。
§ Produces authorisation codes from FIT guests’ credit cards.獲得散客的信用卡授權(quán)密碼。
§ Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis.每天通過將登記卡及餐廳帳單存檔保持并檢查所有架格。
§ Ensures all master folios due to depart have been checked out and have their respective back ups attached.確保檢查所有離店客人的帳單并附上相關(guān)的賬目單據(jù)。
§ Responsible for issuing paid-outs and petty cash once Duty Manager’s approval has been received.根據(jù)值班經(jīng)理的批準發(fā)出小額現(xiàn)金及零用現(xiàn)金。
§ Responsible for registration and issuing of safety boxes. 負責登記及發(fā)放保險箱。
§ Has a thorough understanding of all the services offered by the Hotel.全面了解酒店提供的所有服務(wù)。
§ Reads all memos concerning Front Office. 閱讀與前廳部有關(guān)的所有通知。
§ Ensures the general float contains sufficient change and funds while on duty.當班時確保備用金中有足夠基金和零鈔。
§ Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing.確保在下班時執(zhí)行準確及整潔的關(guān)閉程序，并點清所有賬目。
§ Ensures that the float is balanced before finishing the shift.確保在下班時備用金沒有差錯。
§ Ensures security of all hotel funds and properties at times whilst on duty. 當班時確保酒店所有基金和財產(chǎn)的安全。
§ Hass a thorough understanding of all cashiering functions in the Hotel’s computer system.完全了解酒店電腦系統(tǒng)的收銀功能。?General總則
§ Attends and contributes to all Meetings as required. 按要求出席所有會議并作出貢獻。
§ Provides courteous and professional service at all times. 始終提供禮貌且專業(yè)的服務(wù)。
§ Attends hotel training sessions as scheduled to improve skills and knowledge.根據(jù)安排參加酒店及部門培訓以提高知識和技能。
§ Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Employee Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴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。
§ Ensures high standards of personal presentation and grooming.確保高水平的個人形象和儀表。
§ Maintains positive guest and colleague interactions with good working relationships.與客人和同事保持基于良好工作關(guān)系的接觸。
§ Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.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。
