GENERAL MISSION 職責概述
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? ?To assist Front Desk Manager to oversee and direct the operations of the Front Desk Department including Guest Service Desk to ensure the effective operation and smooth running of the Front Desk Department according to the Hotel policies and procedures ensuring maximum guest satisfaction, team cohesion and profit.
協助前廳部經理全面管理前臺接待，確保前臺所有員工嚴格遵守酒店規(guī)章制度提供服務，最優(yōu)化賓客滿意度，提升團隊凝聚力和增收酒店收益。
??To directly supervise and co-ordinate the effective training and personalised supervision of the Front Desk staffs.
監(jiān)督和參與安排前臺各班組有效的培訓項目。
? To ensure that all Front Office Department have a training plan and that training is carried out on a regular basis.
確保前廳部各班組有制訂培訓計劃并按時實施。
??To appraise the appearance and efficiency of all Front Office personnel and report finding to the Front Office Manager.
定期評估前廳部下屬員工的工作態(tài)度，并匯報給前廳部經理。
??To ensure that effective recruitment and disciplinary actions of Front Office personnel are carried out in accordance with the hotels’ guidelines.
參與前廳部員工招聘面談，并按照酒店標準進行部門紀律管理。
??Maintains appropriate standards and discipline for dress, hygiene, uniform, appearance, posture and conduct of all Front Office personnel.
要求前廳部所有員工保持儀容儀表和對客服務形象標準。
??Maintains smooth relationships between Management and Guests. Resolve problems arising from Guest’s Complaint and attend to their request and enquiries with despatch.
代表管理層與客人保持良好關系。當出現客人投訴時，主動解決問題，并報告給上級管理層。
??To ensure that Employees are familiar within-house facilities and special promotions for the purpose of assisting guests and upselling.
確保前廳部員工對于酒店內各項設施熟悉了解，包括酒店的促銷活動。
??To ensure company’s appraisal system for monitoring employee performance and development by providing direction and feedback to employee in adhering to service procedure.
熟悉公司的員工考評系統，并依據服務考評要求對于每一位員工進行觀察和溝通，并促使員工發(fā)展。
??To encourage staff suggestion program and other effective methods of two-way communication management by participation.
鼓勵員工提出建設性意見和建議，并使用雙向溝通方式令參與員工感到尊重。
TECHNICAL RESPONSIBILITIES? 技術職責
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??To ensure there are systems in place forencouraging and monitoring guest preferences in order to make service orproduct quality recommendation for improvement to superior.
在前廳部內部需要制定完善的賓客滿意度提升系統，確保每月度賓客滿意度有所提升。
??Approve releases of fruits, flowers and otheramenities according to established VIP procedures.
依據酒店VIP等級標準，對于VIP客人禮遇進行認證是否符合要求。
??Meet and escort VIPs to their rooms, Welcome asmany FIT clients as possible Upon Check-in or ensure that the Manager on dutydo so on his/her behalf when he/she cannot.
在大堂區(qū)域為散客和VIP客人提供優(yōu)質服務，尤其是當MOD不在場時，需要代表MOD問候客人，提供服務。
??Inspection rooms assigned to VIPs in accordancewith hotel Standards.
每天需要依據酒店標準，檢查VIP客人房間。
??Ensure the accommodation and transportation ofoverflow guest in cases of full occupancy.
當酒店滿房時，需要檢查外送酒店房間和交通運輸安排工作。
??Inspection Back-of – the – house, the lobby andother guest areas, including the parking area and inform departmental concernedof findings.
巡視酒店大堂，客區(qū)，停車場和辦公后區(qū)，在有時間的前提下。
??Authorise rate/room change, paid-outs, rebates,cash advances, etc. on the daily basis of established co-procedures, credit policies,amount involved and identity of the guests.
對于前提的房價更改，現金支出，減免，現金押金收取等項目授權申請進行檢查認證，
??Maintain a Logbook to record the dailyoperational activities, submit to the Front Office Manager.
進行每天工作日志記錄，并遞交給前廳部經理。
??Prepare report on accidents to guests, employeesand non – hotel guests, as well as report of loss and /or damage to persons andproperties inside the premises.
對于酒店區(qū)域發(fā)生的客人或員工事故，必須做好記錄，并及時遞交事故報告。
??To co-ordinate with the Night Manager to makesure the accuracy of the Night Auditing???????????? and the Early Bird Report
與夜班經理做好交接，確保夜班報表和早班數據報表的準確性。
COMMERCIAL RESPONSIBILITIES商務職責
??To act and react upon opportunities formaximising guest satisfaction in order to encourage return business。
利用每一次機會最大化賓客滿意度，促使客人能夠成為回頭客。
??To install sales awareness and confidenceamongst all front office personnel in order to maximise revenue potential。
提升前廳部每一位員工的銷售意識和信心，最大化酒店收益。
??To ensure effective promotion of the hotelsfacilities, services and promotions in order to maximise revenue potential.
盡可能積極促銷酒店設施，服務和活動，提升酒店收益。
