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崗位職責(zé)/職位描述

Operational營運(yùn)管理

§ Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found.遇到客人的投訴或問題，如果不能馬上找到解決辦法，則匯報給領(lǐng)班/副理。

§ Ensures that guests receive a speedy and efficient check in/ out.確保客人得到快速、高效、準(zhǔn)確的入住登記和結(jié)帳離店服務(wù)。

§ Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance.確保嚴(yán)格遵守酒店的收銀程序；所有備用金都要根據(jù)財務(wù)部設(shè)立的政策和程序合理使用。

§ Ensures that the guests’ bill are presented and collected accordingly.確保提供給客人的帳單是正確的，以及收款也是正確的。

§ Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.保證具有營銷員的態(tài)度，并抓住酒店內(nèi)的一切銷售機(jī)會。

§ Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual.根據(jù)部門運(yùn)營手冊的標(biāo)準(zhǔn)處理所有抵、離店記錄。

§ Adheres to pre-set availability and rate controls.遵守預(yù)先定立的可用房安排及房價控制。

§ Ensures a high level of product knowledge of hotel and local area.確保對酒店產(chǎn)品和當(dāng)?shù)厍闆r的高度了解。?

§ Maintains and updates guest history and marketing database as laid down in Front office procedures.按照前廳部的程序保持最新的客人歷史及市場數(shù)據(jù)庫。

§ Ensures a high level of customer service is consistently maintained.確保持續(xù)高水平的對客服務(wù)。

§ Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel.確保前廳部與其它部門高度的配合。

§ Ensures the Front Office Manager or Assistant Manager is kept fully aware of any relevant feedback from wither customers or other departments.確保將任何來自客人或其它部門的反饋及時并準(zhǔn)確地匯報給前廳部經(jīng)理及前廳部副理。

§ To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.確保具有高水平的酒店產(chǎn)品知識，以便在機(jī)會出現(xiàn)時，宣傳/銷售客房、餐廳及其它設(shè)施/活動。

§ Promotes Gold Passport programme to potential guests whenever possible.主動向潛在客人推銷金護(hù)照計劃。

§ To be knowledgeable with the various airline frequent flyer programmes.熟知各種航空公司獎勵計劃。

§ Complies with all hotel policies relating to Front Office.遵守酒店關(guān)于前廳部的所有制度。

§ Assists with reservations whenever necessary.必要時協(xié)助預(yù)訂部的工作。

§ Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner.及時處理所有收到及發(fā)出的郵件、傳真、速遞物品及留言。

§ Handles basic Business Centre services when required.需要時處理基本的商務(wù)中心服務(wù)。

§ Handles keys and ensures Security policies are adhered to.處理鑰匙并確保遵守安全制度。

§ Handles foreign exchange according to policies.按制度處理外匯兌換。

§ Performs cashier functions; balances at the end of the shift according to established standards.履行收銀員的職責(zé)；下班時按照定立的標(biāo)準(zhǔn)點(diǎn)齊款項。

§ Liaises with Concierge/Bell for smooth handling of luggage and transport services. 與禮賓部配合順暢處理行李及運(yùn)輸服務(wù)。

§ Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges.負(fù)責(zé)將所收款額分至不同的收入帳項，如洗衣及傳真費(fèi)用。

§ Exchanges foreign currencies to any in-house guest.為住店客人兌換外幣。

§ Provides guests with cash advances on their credit card.為客人提供信用卡取現(xiàn)服務(wù)。

§ Produces authorisation codes from FIT guests’ credit cards.獲得散客的信用卡授權(quán)密碼。

§ Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis.每天通過將登記卡及餐廳帳單存檔保持并檢查所有架格。

§ Ensures all master folios due to depart have been checked out and have their respective back ups attached.確保檢查所有離店客人的帳單并附上相關(guān)的賬目單據(jù)。

§ Responsible for issuing paid-outs and petty cash once Duty Manager’s approval has been received.根據(jù)值班經(jīng)理的批準(zhǔn)發(fā)出小額現(xiàn)金及零用現(xiàn)金。

§ Responsible for registration and issuing of safety boxes. 負(fù)責(zé)登記及發(fā)放保險箱。

§ Has a thorough understanding of all the services offered by the Hotel.全面了解酒店提供的所有服務(wù)。

§ Reads all memos concerning Front Office. 閱讀與前廳部有關(guān)的所有通知。

§ Ensures the general float contains sufficient change and funds while on duty.當(dāng)班時確保備用金中有足夠基金和零鈔。

§ Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing.確保在下班時執(zhí)行準(zhǔn)確及整潔的關(guān)閉程序，并點(diǎn)清所有賬目。

§ Ensures that the float is balanced before finishing the shift.確保在下班時備用金沒有差錯。

§ Ensures security of all hotel funds and properties at times whilst on duty. 當(dāng)班時確保酒店所有基金和財產(chǎn)的安全。

§ Hass a thorough understanding of all cashiering functions in the Hotel’s computer system.完全了解酒店電腦系統(tǒng)的收銀功能。?General總則

§ Attends and contributes to all Meetings as required. 按要求出席所有會議并作出貢獻(xiàn)。

§ Provides courteous and professional service at all times. 始終提供禮貌且專業(yè)的服務(wù)。

§ Attends hotel training sessions as scheduled to improve skills and knowledge.根據(jù)安排參加酒店及部門培訓(xùn)以提高知識和技能。

§ Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Employee Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.了解關(guān)于員工及行業(yè)關(guān)系的法律、法規(guī)，理解并嚴(yán)格遵守員工手冊中的規(guī)章制度，及酒店關(guān)于防火、衛(wèi)生、健康和安全的制度。

§ Ensures high standards of personal presentation and grooming.確保高水平的個人形象和儀表。

§ Maintains positive guest and colleague interactions with good working relationships.與客人和同事保持基于良好工作關(guān)系的接觸。

§ Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.根據(jù)酒店、行業(yè)和公司的指引，回應(yīng)需求、改變，執(zhí)行任何合理的任務(wù)及額外職責(zé)。