MAJOR RESPONSIBILIES 責(zé)任概要 :
Work closely with the managers to ensure daily operations in Front Desk are run smoothly.? Ensure allareas in Front Office are covered by sufficient manpower at all times.? Overseeing and training all Front Desk Agentsat the counters to ensure consistency of??services rendered to all guests.?
與部門經(jīng)理緊密地合作，提供積極有效地協(xié)助，以達(dá)到令前臺的日常運(yùn)轉(zhuǎn)順利正確地進(jìn)行的目的。確保在任何時刻前廳部各個崗位都配以充足的人力。監(jiān)督并培訓(xùn)所有的前臺員工為客人提供一致性的服務(wù)。
SPECIFIC DUTIES 工作任務(wù) :
1.????Ensure all StandardOperating Procedure and Local Operating Procedures are adhered to and carriedout.
? ? ? ? 確保所有規(guī)范運(yùn)行程序和地區(qū)規(guī)范運(yùn)行程序嚴(yán)格地被遵循和執(zhí)行。
2.???? Monitor work stationeries to ensure there are sufficient supplies andrequisite through Managers whenever required.
? ? ? ? 持續(xù)監(jiān)督和檢查工作所需要文具等相關(guān)用品，保證其充足的貯備與供給，以備之需。
3.???? Meeting and escorting of VIP guests to their room/s and any other guestas and when required.
? ? ? ? 迎接VIP客人（及其他相應(yīng)的客人當(dāng)有需要時）并陪同引領(lǐng)到他們的房間。
4.???? Preparing of 15 minutes training for all Front Office associates.
? ? ? ? 準(zhǔn)備前廳員工的15分鐘培訓(xùn)。
5.???? Monitor room assignments to ensure all guests’ requests are met orprovide guest with an alternative if unable to meet request.
? ? ? ? 監(jiān)督所有房間的分配，確保所有的客人的需求得以滿足。在無法滿足客人需求時，提供客人可能性的選擇。
6.???? Knowing all duties and responsibilities of the Front Office in order toassist associates more efficiently whenever required.
? ? ? ? 清楚地了解前廳部所有的職責(zé)與義務(wù)，當(dāng)員工們需要時更加有效地提供幫助與支持。
7.???? Check and ensure that all tasks stated on the associate’s dailyoperations checklists, are completed before the end of each shift.??
? ? ? ? ?監(jiān)督員工的工作，保證日常工作檢查表上規(guī)定的任務(wù)在班次結(jié)束前全部完成。
8.???? Handling of guests’ request and complains and taking ownership ofguests’ feedback.? Correspond with guestif necessary.
? ? ? ? ?處理客人的需求及投訴，負(fù)責(zé)集取客人的反饋信息，必要時與客人保持聯(lián)系。
9.????Ensure key packetsfor guest are properly packed according to the hotel’s standard and room/sassigned according to guests’ request?????
? ? ? ? ?依照酒店的規(guī)范標(biāo)準(zhǔn)為客人準(zhǔn)備好客房鑰匙及相關(guān)對象, 按照客人需求分配房間。
10.? Ensure all areas at Front Desk and Back Office are cleaned at all times.(Includes lobby level.)
? ? ? ? ?時刻確保所有在前廳管轄范圍內(nèi)的環(huán)境的干凈與整潔。（包括酒店大堂）
11.? Ensure hotel’s properties, department’s equipment are handled with careby all associates and used according to proper procedures at all times
? ? ? ? ?時刻確保所有員工按照正確的程序小心謹(jǐn)慎地使用酒店的設(shè)施與部門的設(shè)備。
12.? Maintaining the security of guests’ profiles and gifts.
? ? ? ? ?維護(hù)客人的資料信息及禮物。
13.? Handling of overbooked situations with Manager on Duty.
? ? ? ? ?協(xié)同當(dāng)班經(jīng)理處理解決超員預(yù)訂的狀況。
14.? Knowing all emergency procedure at all times.
? ? ? ? ?任何時候都清楚地了解所有緊急情況的處理步驟。
15.? Be wary of general liability issues and if unclear to check with Manageron Duty.
? ? ? ? ?對常規(guī)的職責(zé)議題保持小心謹(jǐn)慎的態(tài)度，當(dāng)有不清楚時及時與經(jīng)理核查。
16.? Maintain effective service in line with the Hotel’s Corporate Image
? ? ? ? 為客人提供有效的服務(wù)并保持其與酒店團(tuán)隊(duì)形象的一致性。
? ? ? ? a.??????Company’s Grooming Standard
? ? ? ? ? ? ? ? ? ?酒店儀表標(biāo)準(zhǔn)
? ? ? ? b.??????Standard Operation Procedures
? ? ? ? ? ? ? ? ? ?標(biāo)準(zhǔn)工作程序
? ? ? ? c.??????Departmental Policies
? ? ? ? ? ? ? ? ? ?部門方針政策
? ? ? ? d.??????Corporate Policies
? ? ? ? ? ? ? ? ? ?酒店方針政策
17.? Any other duties as may be assigned from time to time.
? ? ? ?承擔(dān)其他實(shí)時被委派的職責(zé)。
18.?Implement the proper training program and control the training of thestaff to top efficiency and in accordance with hotel policies.
? ? ? ? 參加相關(guān)培訓(xùn)課程，幫助培養(yǎng)符合酒店標(biāo)準(zhǔn)的高品質(zhì)的員工。
19.? ?Providejob descriptions and an updated training manual.
? ? ? ? 制定工作描述，更新培訓(xùn)手冊。
20.? Maintain close control and inventory of suppliesand equipment. Everything in Working Order (EIWO).
? ? ? ? ?監(jiān)管并保證所有供應(yīng)品及設(shè)備都完好無損。確保所有物品都能正常使用。
21.? Maintain cleanliness and neatness of work area.
? ? ? ? ?保持工作環(huán)境的干凈整潔。
22.? ?Befamiliar with and follow all hotel safety and accident prevention procedures.
? ? ? ? ?熟悉并遵守酒店安全防衛(wèi)條例。
23.?Have knowledge of hotel rates, discounts, and how to handle each.
? ? ? ? 了解并知道如何處理與酒店房價和折扣相關(guān)的問題。
24.?Have working knowledge of reservations and Fidelio procedures.? Know cancellation procedures and walkprocedures.
? ? ? ? 了解與預(yù)訂和酒店所用管理系統(tǒng)相關(guān)的工作知識。了解取消預(yù)訂以及訂預(yù)定的程序。
25.? Follow the Marriott customer servicesatisfaction standard and ensure the guest satisfaction score is up tostandard.
? ? ? ? 在工作中遵循對客服務(wù)滿意標(biāo)準(zhǔn)，確保賓客滿意度和攜程點(diǎn)評分的分?jǐn)?shù)達(dá)標(biāo)。
26.? At all times, should be the most professionaland polite manner to show the style of hotel.
? ? ? ? 任何時候都應(yīng)該以最專業(yè)及最禮貌的舉止來展現(xiàn)酒店的風(fēng)采。
27.? Understand possible emergencies and know how todeal with them. Report to superior or guest service Manager in case of failure.
? ? ? ? 了解可能出現(xiàn)的突發(fā)事件并懂得如何應(yīng)對，如無法處理時及時向上級或賓客服務(wù)經(jīng)理上報。
28.? Check the arrival guest information, includingVIP, Marriott membership, regulars, group reservations and other relevantspecial requirements, timely inform the Housekeeping Department and Food andBeverage Department of the relevant information.
? ? ? ? ?查看當(dāng)天抵店客人信息，包括貴賓，溫德姆會員顧客，?？停瑘F(tuán)隊(duì)預(yù)訂，OTA賓客及其它相關(guān)的特殊要求，及時將相關(guān)信息通知客房部和餐飲部。
29.? Maintain good relationship with HousekeepingDepartment, promptly inform them of early departure, early arrival, extend booking,late check-out, room change and other special requests.
? ? ? ? ?維持與客房部的良好關(guān)系, 迅速及時將有關(guān)客人提前離店、提前抵店、續(xù)住、延遲退房、換房以及其它特殊要求通知客房部。
30.? Liaise with the Housekeeping Department toensure room image is maintained and the
“ Room Ready on Arrival ” policy is adhered to .
? ? ? ? ?與客房部協(xié)調(diào)以確保房間干凈整潔以保證“可用房”政策。
