負(fù)責(zé)前廳部運(yùn)作的合理高效及盈利。其中包括：前臺，禮賓部，賓客服務(wù)經(jīng)理，賓客服務(wù)中心，賓客關(guān)系團(tuán)隊(duì)。
Responsible for the efficient and profitable operation of front office. These include: Front Desk, Concierge, Guest Service Manager, Guest Service Center, Guest Relations Team.
職責(zé)義務(wù)：
Duties & Responsibilities:
1.制定程序促進(jìn)賓客服務(wù)改進(jìn)和員工發(fā)展計(jì)劃，最大程度的提高賓客滿意度。
Develop procedures to promote guest service improvement and staff development plans to maximize guest satisfaction.
2.明確前廳員工的崗位和責(zé)任，確保工作流程合理。
Clarify the positions and responsibilities of front office staff to ensure reasonable work flow.
3.負(fù)責(zé)部門運(yùn)作規(guī)劃與報(bào)告以確保提高強(qiáng)項(xiàng)、克服弱點(diǎn)，從而尋找更大的機(jī)會。建立系統(tǒng)監(jiān)督以便達(dá)到部門的目標(biāo)。
Responsible for operational planning and reporting of the department to ensure improvement of strengths and overcome weaknesses, so as to seek greater opportunities. Establish systematic oversight to achieve departmental goals.
4.確保高標(biāo)準(zhǔn)的工作和服務(wù)標(biāo)準(zhǔn)得到維護(hù)。
Ensure that high standards of work and service are maintained.
5.確保政策，程序和規(guī)定得到正確理解和執(zhí)行。
Ensure that policies, procedures and regulations are properly understood and implemented.
6.制定程序促進(jìn)賓客服務(wù)改進(jìn)和員工發(fā)展計(jì)劃，最大程度的提高賓客滿意度。
Develop procedures to promote guest service improvement and staff development plans to maximize guest satisfaction.
7.每日查看當(dāng)日貴賓和次日抵店貴賓信息、常規(guī)客人、萬豪旅享家顧客、長住客人、團(tuán)隊(duì)客人以及特別要求，并通知有關(guān)部門落實(shí)。跟進(jìn)相關(guān)部門提供準(zhǔn)確的服務(wù)。
?Daily check the information of the day VIP and the next day arriving VIP, regular guests, Marriott home guests, long-term guests, group guests and special requirements, and inform the relevant departments to implement. Follow up with relevant departments to provide accurate services.
8.確保前廳部員工高效、快速、禮貌地處理客人登記。從抵店到進(jìn)入房間向客人傳遞優(yōu)質(zhì)的服務(wù)體驗(yàn)。
?Ensure that front Office staff handle guest check-in efficiently, quickly and politely. Deliver a quality service experience to guests from arrival to entry.
9.與當(dāng)?shù)毓矙C(jī)關(guān)建立良好關(guān)系，確保入住登記符合當(dāng)?shù)胤伞?Establish good relations with local public security authorities to ensure that check-in complies with local laws.
10.與財(cái)務(wù)部門建立緊密聯(lián)系，確保信用政策正確合適地執(zhí)行。
Establish close liaison with the finance department to ensure that credit policies are implemented correctly and appropriately.
11.負(fù)責(zé)管理萬豪旅享家顧客計(jì)劃，為會員客人提供杰出的居住體驗(yàn)。
Responsible for managing Marriott's Home Traveler Program to provide outstanding stay experiences for member guests.
12.督促員工記錄所有的賓客喜好，要求和投訴，保證這些信息輸入客史檔案并被用作客人未來的入住。保證客人的需求和合理要求得以滿足。
?Urge staff to record all guest preferences, requests and complaints, ensuring that this information is entered into the guest history file and used for future guest stays. Ensure that guests' needs and reasonable requests are met.
13.負(fù)責(zé)前廳部資料和其它相關(guān)報(bào)告編制，確保所有報(bào)告和服務(wù)要求按時(shí)完成。
Responsible for the preparation of front Office information and other related reports, ensuring that all reports and service requirements are completed on time.
14.負(fù)責(zé)部門的損益并且每個(gè)月對部門的損益作出解釋。
Responsible for the profit and loss of the department and explain the profit and loss of the department every month.
15.每月向房務(wù)總監(jiān)上交損益分析表及其它相關(guān)報(bào)表。
Submit profit and loss analysis and other related reports to the Room Director every month.
16.負(fù)責(zé)處理預(yù)訂部下班后的預(yù)訂。
Responsible for handling post-shift bookings of the reservation department.
17.協(xié)助房務(wù)總監(jiān)進(jìn)行部門戰(zhàn)略規(guī)劃與發(fā)展。
Assist the Director of Housing department in strategic planning and development.
18.建立顧客反饋系統(tǒng)，定期向上級匯報(bào)。
Establish customer feedback system and report to superiors regularly.
19.負(fù)責(zé)開發(fā)新產(chǎn)品與服務(wù)。
Responsible for developing new products and services.
20.按照存貨控制程序處理和儲存存貨。
Handle and store inventory in accordance with inventory control procedures.
21.為部門的運(yùn)作表現(xiàn)制定標(biāo)準(zhǔn)。
?Setting standards for departmental performance.
22.預(yù)防和調(diào)解報(bào)怨。
Prevention and mediation of complaints.
23.按計(jì)劃執(zhí)行員工評估和員工發(fā)展計(jì)劃。給予所管轄的員工以不斷的建議和支持。實(shí)施合適的管理方式給予員工動力和溝通。
Implement employee evaluation and employee development plans as planned. Provide continuous advice and support to the staff under your supervision. Implement appropriate management practices to motivate and communicate with employees.
24.堅(jiān)持飯店安全制度、緊急情況處理規(guī)定和程序。
Adhere to the hotel safety system, emergency management rules and procedures.
25.保持維護(hù)所在工作區(qū)域的高度整潔。
?Maintain a high degree of cleanliness in the maintenance work area.
26.在工作中遵循喜來登對客服務(wù)滿意標(biāo)準(zhǔn)(GSS)。
Follow the Sheraton Customer Service Satisfaction Standard (GSS) at work.
27.完成你上級交待的其它任務(wù)。
Complete any other tasks assigned by your supervisor.
專業(yè)知識技能：
Job Knowledge / Skill:
1.具有前廳經(jīng)理或副經(jīng)理的運(yùn)作經(jīng)驗(yàn)，能夠掌握前廳部工作知識并且十分熟悉前廳部日常運(yùn)行。
Have the operation experience of front office manager or deputy manager, be able to master the working knowledge of front office and be familiar with the daily operation of front office.
2.熟練掌握相關(guān)公司計(jì)劃( 萬豪旅享家顧客計(jì)劃，收入管理方法等)。
?Proficient in relevant company programs (Marriott Travel customer programs, revenue management methods, etc.).
3.熟練運(yùn)用PMS,鑰匙卡系統(tǒng)和電話系統(tǒng)的知識，掌握各項(xiàng)功能。
?Skilled use of PMS, key card system and telephone system knowledge, master various functions.
4.良好的財(cái)務(wù)知識，熟悉相關(guān)信用政策。
Good financial knowledge, familiar with relevant credit policies.
5.良好的管理技能。
Good management skills.
6.良好的溝通技巧。
Good communication skills.
7.良好的組織以及解決問題的能力。
Good organization and problem solving skills.
8.流利普通話及英文聽說能力。
Good organization and problem solving skills.
9.熟練運(yùn)用OPERA 和 WINDOWS OFFICE 系統(tǒng)。
Proficient in OPERA and WINDOWS OFFICE system.
