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崗位職責/職位描述

• Work alongside guest contact colleagues ? ? ?ensuring the delivery of on brand guest service with poise。

與對客同事緊密合作確保向賓客提供符合品牌要求的服務(wù)體驗.

• Execute job tasks according to the pre-defined ? ? ?standards & procedures and in compliance with the company employment ? ? ?handbook.

根據(jù)擬定的規(guī)定條例以及公司員工手冊執(zhí)行其職責范圍內(nèi)的工作。

• Ensure Front Desk area up to standard and all ? ? ?operating equipment is well-maintained.

確保前臺區(qū)域符合標準,所有營運設(shè)備運作正常.

• Demonstrate honesty, reliability, ethics, and ? ? ?professionalism; demonstrate consistency between words & behaviour.

展現(xiàn)誠實，可靠，規(guī)范及專業(yè)的工作禮儀。

• Build positive and productive working ? ? ?relationships with customers, subordinates, peers, superiors, business ? ? ?partners, and the community; encourage this behavior in others.

與賓客，下級，同級，上級，合作伙伴及社區(qū)建立正面及有效的工作關(guān)系。并鼓勵其他同事也依照此行為準則。

• Accept personal responsibility and ? ? ?accountability for achieving results within targeted timelines; ensure ? ? ?clear authority and accountability for results by others.

在規(guī)定的時限內(nèi)承擔相應(yīng)的責任及義務(wù)從而完成任務(wù)。并清晰其他職務(wù)的權(quán)限及責任。

• Ensure all tasks are carried out accurately, ? ? ?efficiently and within the allocated timeframes for each task. All tasks ? ? ?must be closed in the FCS system once completed.

在指定的時間內(nèi)準確,有效地執(zhí)行每一個任務(wù).一旦完成后,所有任務(wù)都必須在FCS系統(tǒng)中被關(guān)閉.

• Be fully knowledgeable about the hotel ? ? ?facilities, functions and local area information.

熟知酒店設(shè)施,功能及當?shù)貐^(qū)域信息.

• Ensure a smooth co-ordination between the ? ? ?individual sections of Front Office and Rooms Division.

確保與其他前廳各部門及房務(wù)部建立良好的合作關(guān)系。

• Liaise and work closely with other departments ? ? ?to resolve any operational issues.

與其他部門保持緊密聯(lián)系和工作從而解決日常營運遇到的問題。

• Promote the free flow of information; ? ? ?encourage the open expression of ideas and opinions.

促進信息的流通，鼓勵開放的思想和看法。

• Work collaboratively with others to achieve ? ? ?common goals and objectives; serve effectively in both team member and ? ? ?team leader roles; promote collaboration & teamwork in others.

共同協(xié)作以達到共同的目標和目的。有效展現(xiàn)團隊成員及團隊主管的角色，促進協(xié)作。

• Ensure all team members report to work on time ? ? ?as scheduled.

確保所有團隊同事按照安排準時上班.

• Complete the performance appraisal process for ? ? ?colleagues as required, and ensure all appraisals have clear and accurate ? ? ?feedback and SMART objectives for the next 6 – 12 months.

完成員工表現(xiàn)評估，確保所有的評估都得到清晰準確的回饋，并能客觀地制定跟進計劃。

• Knowledge of and educate others about how ? ? ?one's work aligns with the overall business/brand strategy, and ultimately ? ? ?shareholder value.

指導(dǎo)其他同事如何工作從而與整體業(yè)務(wù)與品牌戰(zhàn)略保持一致，最終體現(xiàn)股東價值。

• Understand the meaning and implications of key ? ? ?internal and external financial indicators.

理解內(nèi)部和外部財務(wù)指標的意義及影響

• Add value through operational efficiency ? ? ?through process improvement; understand and focus on the key drivers of ? ? ?sales, colleague and customer satisfaction, profitability, and quality.

通過收入的增長和有效的運作提升價值；理解并關(guān)注銷售，同事和賓客的滿意度，收益和質(zhì)量的關(guān)鍵。

• Be familiar with hotel emergency procedures ? ? ?e.g. fire alarm and take charge during emergency situations.

熟悉酒店對于緊急情況的程序，例如：遇火警時負責緊急情況的處理。

• Perform accurate registration of arriving ? ? ?guests according to the hotels standards & procedures and guest ? ? ?reservation information and preferences.

遵循酒店規(guī)定，賓客預(yù)定信息及喜好，準確地為入店賓客提供入住登記手續(xù)。?

• Perform accurate cashiering duties for ? ? ?departing guests according to the hotel standard & procedures while ? ? ?using and balancing their individual house bank.

遵循酒店關(guān)于收銀員管理個人備用金的規(guī)定，準確地為離店賓客辦理結(jié)賬業(yè)務(wù)。

• Up sell and cross sell of hotel rooms and ? ? ?facilities to maximize revenue.

推銷酒店其他房型及其他產(chǎn)品從而最大化增加酒店收入。

• Conduct foreign currency exchange for in house ? ? ?guests.

為住店賓客提供外幣兌換業(yè)務(wù)。??

• Handle pre-block room for VIPs or other ? ? ?special attention guests.

處理VIP客人及其他需特殊照顧賓客的提前入住登記工作。

• Attend to all guest enquiries with poise in a ? ? ?helpful and professional manner.

用樂意和專業(yè)的態(tài)度應(yīng)答賓客所有的詢問。

• Be familiar with hotel room configuration, all ? ? ?special rates & programs and the 1865 Program.

熟悉酒店房間形態(tài)，所有優(yōu)惠價和促銷活動以及1865會員內(nèi)容。

• Understand the hotel PMS in regards to Front ? ? ?Desk operation.

理解酒店使用系統(tǒng)中有關(guān)前臺營運的知識。

• Attend daily shift briefing and be fully aware ? ? ?of the on-day room’s situation.

參加每日例會并全面了解當日房態(tài)情況。

• Handle city ledger payments.

處理掛賬。

• Handle on day walk in reservation requests.

處理無預(yù)定賓客前來登記及賓客的其他要求。

• Update guest profiles accurately in the hotel ? ? ?PMS and registration cards.

準確地在酒店系統(tǒng)中更新賓客的資料以及填寫賓客入住登記卡。

• Work closely with other departments to ensure ? ? ?a seamless service flow for the guests to maximum guest satisfaction.

和其他部門緊密合作以確保為賓客提供無可挑剔的服務(wù)從而最大化提高賓客滿意度。

• Understand their role in an emergency ? ? ?situation in the hotel.

理解在酒店遇到緊急情況時應(yīng)充當?shù)慕巧?/p>

• Attend assigned training sessions on time and ? ? ?as scheduled.

依照安排準時參加培訓(xùn)課程。

• Ensure attendance to work is on time as ? ? ?scheduled.

按照班表安排準時上班。

• Work over night shifts as required.

根據(jù)需要出勤夜班。

• Maintain the tidiness of the Front Desk and ? ? ?replenishment of stationery and other collateral items.

保持前臺整潔，及時補充文具和其他用品。

• Balancing of all cashiers’ cash float at the ? ? ?end of each shift. Any discrepancy must be immediately reported to Duty ? ? ?Manager/Front Desk Manager.

每個班次結(jié)束后確保現(xiàn)金無誤。任何差異必須及時向當班大堂經(jīng)理或前臺經(jīng)理匯報。

• Basic clerical or administrative work.

基礎(chǔ)的行政或文員的工作。

• Perform other duties as assigned by the ? ? ?management.

在管理層的安排下承擔其他工作職責。