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崗位職責(zé)/職位描述

? 職責(zé)說明：

§? 確保所有前廳部員工遵循品牌承諾并始終提供優(yōu)異的對(duì)客服務(wù)。

Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.

§? 確保員工適時(shí)的為其他部門員工提供同樣優(yōu)質(zhì)的服務(wù)。

Ensures that Front Office employees also provide excellent service to internal customers as appropriate.

§? 協(xié)助貴賓和常住客的接待及入住登記，確保由助理經(jīng)理接待這些客人。

Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Assistant Manager.

§? 確保所有前廳部員工知悉最新的促銷信息，規(guī)章制度及其他重要信息。

Ensures that all Front Office employees are aware of current promotions, policies and other important information.

§? 確保所有前廳部員工熟悉掌握酒店的產(chǎn)品知識(shí)及服務(wù)標(biāo)準(zhǔn)。

Ensures that all Front Office employees are familiar with the hotel’s products and services.

§? 貫徹集團(tuán)統(tǒng)一的顧客認(rèn)知程序并維護(hù)相關(guān)的顧客信息數(shù)據(jù)庫。

Implements consistent guest recognition programmes and maintains a relevant guest history database.

§? 禮貌而高效地處理所有客人和內(nèi)部的投訴和詢問，確保問題得到圓滿解決。

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.?

§? 通過多技能、多任務(wù)及靈活的日程安排最大限度地發(fā)揮員工的工作能力，以實(shí)現(xiàn)財(cái)政目標(biāo)并達(dá)到顧客的期望。

Maximises employee productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

§? 與相關(guān)部門經(jīng)理和前廳部員工合作，通過合理的收益管理，升級(jí)促銷和房間安排，達(dá)到客房的銷售和收入的最大化。

Maximises rooms’ sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.

§? 參加財(cái)務(wù)部的月度財(cái)務(wù)情況匯報(bào)。

Attend monthly Financial Results Review Meeting with Finance Department

§? 協(xié)助完成月度預(yù)算。

Assists in monthly reforecast, as appropriate.

§? 協(xié)助準(zhǔn)備年度商業(yè)計(jì)劃。

Assists in the preparation of the Annual Business Plan.

§? 與相關(guān)部門經(jīng)理協(xié)作，監(jiān)控房務(wù)部的整體服務(wù)標(biāo)準(zhǔn)，采取必要的改進(jìn)措施。

Monitors rooms’ standards in general, working through the respective Head of Department to take corrective action where necessary.

§? 與客房部經(jīng)理和前廳部助理經(jīng)理協(xié)作，經(jīng)常性的巡視和全面檢查房間和其它房務(wù)區(qū)域的總體運(yùn)營情況。

Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.

§? 確保嚴(yán)格的房卡管理制度。

Ensures the strict control of room keys.

§? 確保出現(xiàn)超出房間數(shù)量預(yù)定的情況時(shí)，協(xié)助安排客人的外部住宿。

Assists in securing external guest accommodation in overbooking situations.

§? 確保提前預(yù)留每日預(yù)抵貴賓房間、特殊要求房間、長住客的房間；通知客房準(zhǔn)備房間，確保每間房間放置適當(dāng)?shù)臍g迎贈(zèng)品。

Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.