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營(yíng)運(yùn)管理 Operational     §  遇到客人的投訴或問(wèn)題，如果不能馬上找到解決辦法，則匯報(bào)給前廳領(lǐng)班/副理。 Reports complaints or problems to Team Leader/Assistant Manager – Front Office if no immediate solution can be found. §  確?？腿说玫娇焖?、高效、準(zhǔn)確的入住登記和結(jié)賬離店服務(wù)。 Ensures that guests receive a speedy and efficient check in/out. §  確保嚴(yán)格遵守酒店的收銀程序；所有備用金都要根據(jù)財(cái)務(wù)部設(shè)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(yíng)銷員的態(tài)度，并抓住酒店內(nèi)的一切銷售機(jī)會(huì)。 Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel. §  根據(jù)部門(mén)運(yùn)營(yíng)手冊(cè)的標(biāo)準(zhǔn)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(yù)先設(shè)立的可用房安排及房?jī)r(jià)控制。 Adheres to pre-set availability and rate controls. §  確保對(duì)酒店產(chǎn)品和當(dāng)?shù)厍闆r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(hù)并更新客人歷史記錄及市場(chǎng)數(shù)據(jù)庫(kù)。 Maintains and updates guest history and marketing database as laid down in Front office procedures. §  確保維持高水平的對(duì)客服務(wù)。 Ensures a high level of customer service is consistently maintained. §  確保前廳部與其它部門(mén)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(lái)自客人或其它部門(mén)的反饋及時(shí)并準(zhǔn)確地匯報(bào)給前廳部經(jīng)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(chǎn)品知識(shí)，以便在機(jī)會(huì)出現(xiàn)時(shí)，宣傳/銷售客房、餐廳及其它設(shè)施/活動(dòng)。 To be knowledgeable and promotes/upsells Rooms, Outlets and other facilities/programmes whenever opportunities arises. §  主動(dòng)向潛在客人推銷凱悅天地計(jì)劃。 Promotes World of Hyatt program to potential guests whenever possible. §  熟知各種航空公司常旅客計(jì)劃。 To be knowledgeable with the various airline frequent flyer programmes. §  遵守酒店關(guān)于前廳部的所有制度。 Complies with all hotel policies relating to Front Office. §  遵守前廳部經(jīng)理制定的所有系統(tǒng)和程序。 Complies with all systems and procedures as laid down by the Front Office Manager. §  必要時(shí)協(xié)助預(yù)訂部的工作。 Assists with reservations whenever necessary. §  及時(shí)處理所有收到及發(fā)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(shí)處理基本的商務(wù)中心服務(wù)。 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(zé)；下班時(shí)按照定立的標(biāo)準(zhǔn)點(diǎn)齊款項(xiàng)。 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(yùn)輸服務(wù)。 Liaises with Bell Service for smooth handling of luggage and transport services. §  負(fù)責(zé)將所收款額分至不同的收入賬項(xiàng)，如洗衣及傳真費(fèi)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(quán)下為客人提供信用卡取現(xiàn)服務(wù)。 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(quán)密碼。 Produces authorisation codes from FIT guests’ credit cards. §  通過(guò)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(guān)的賬目單據(jù)。 Ensures all master folios due to depart have been checked out and have their respective backups attached. §  根據(jù)前廳副理的批準(zhǔn)，發(fā)出小額現(xiàn)金及零用現(xiàn)金。 Responsible for issuing paid-outs and petty cash once Assistant Manager’s – Front Office approval has been received. §  負(fù)責(zé)登記及發(fā)放保險(xiǎn)箱。 Responsible for registration and issuing of safety boxes. §  全面了解酒店提供的所有服務(wù)。 Has a thorough understanding of all the services offered by the Hotel. §  閱讀與前廳部有關(guān)的所有通知。 Reads all memos concerning Front Office. §  當(dāng)班時(shí)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(shí)準(zhǔn)確及整潔的執(zhí)行關(guān)閉程序，并點(diǎn)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(shí)備用金沒(méi)有差錯(cuò)。 Ensures that the float is balanced before finishing the shift. §  當(dāng)班時(shí)確保酒店所有基金和財(cái)產(chǎn)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(tǒng)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(huì)議并做出貢獻(xiàn)。 Attends and contributes to all Meetings as required. §  始終提供禮貌和專業(yè)的服務(wù)。 Provides courteous and professional service at all times. §  根據(jù)安排參加酒店培訓(xùn)課程，以提高工作技能及知識(shí)。 Attends hotel training sessions as scheduled to improve skills and knowledge. §  了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊(cè)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。 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(biāo)準(zhǔn)的個(gè)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(guān)系的接觸。 Maintains positive guest and colleague interactions with good working relationships. §  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(zé)。 Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.