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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體驗.

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

根據擬定的規定條例以及公司員工手冊執行其職責范圍內的工作。

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

確保前臺區域符合標準,所有營運設備運作正常.

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

展現誠實，可靠，規范及專業的工作禮儀。

• 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，合作伙伴及社區建立正面及有效的工作關系。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.

在規定的時限內承擔相應的責任及義務從而完成任務。并清晰其他職務的權限及責任。

• 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.

在指定的時間內準確,有效地執行每一個任務.一旦完成后,所有任務都必須在FCS系統中被關閉.

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

熟知酒店設施,功能及當地區域信息.

• 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部建立良好的合作關系。

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

與其他部門保持緊密聯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.

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

• 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.

指導其他同事如何工作從而與整體業務與品牌戰略保持一致，最終體現股東價值。

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

理解內部和外部財務指標的意義及影響

• 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；理解并關注銷售，同事和賓客的滿意度，收益和質量的關鍵。

• 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.

遵循酒店規定，賓客預定信息及喜好，準確地為入店賓客提供入住登記手續。?

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

遵循酒店關于收銀員管理個人備用金的規定，準確地為離店賓客辦理結賬業務。

• 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務。??

• 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.

用樂意和專業的態度應答賓客所有的詢問。

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

熟悉酒店房間形態，所有優惠價和促銷活動以及1865會員內容。

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

理解酒店使用系統中有關前臺營運的知識。

• 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情況。

• Handle city ledger payments.

處理掛賬。

• Handle on day walk in reservation requests.

處理無預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充當的角色。

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

依照安排準時參加培訓課程。

• 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.

每個班次結束后確保現金無誤。任何差異必須及時向當班大堂經理或前臺經理匯報。

• Basic clerical or administrative work.

基礎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。