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崗位職責(zé)/職位描述

工作職責(zé)：
? Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
? 直接向前廳部經(jīng)理匯報(bào)并就所有與賓客服務(wù)及酒店運(yùn)作相關(guān)的問題進(jìn)行溝通。
? Provides functional assistance and direction to all departments.
? 向所有部門提供功能性支持和指導(dǎo)。
? Cooperates, coordinates and communicates with other hotel departments as required.
? 按需要與酒店其它部門進(jìn)行合作、協(xié)調(diào)和溝通。
? Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
? 對各種狀況做出反應(yīng)，以確保來賓被及時(shí)的禮貌接待并得到充分的注意和重視。
? Responds to guest needs and resolves related problems
? 就客人的需求做出反應(yīng)并解決相關(guān)問題。
? Supervises and directs Reception and Reservations personnel.
? 對接待部和預(yù)訂部工作人員進(jìn)行監(jiān)督和指導(dǎo)。
? Supports and assists Front Office personnel and all departments at peak periods.
? 在高峰期向前廳部工作人員和其它所有部門提供支持和協(xié)助。
? Ensures VIPs and priority club guests receive special attention
? 保證貴賓和優(yōu)悅會(huì)會(huì)員受到特別關(guān)照。
? Inspects front of house and back of house regularly for cleanliness.
? 定期檢查一線各部門和二線各部門的清潔狀況。
? Assists Guest Relations in greeting, rooming, and sending off VIP guests.
? 協(xié)助客戶關(guān)系部門迎接貴賓，為其安排房間并在其離店時(shí)送行。
? Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
? 監(jiān)督員工的行為、制服穿著、衛(wèi)生和外表形象。
? Provides input for Front Office meetings.
? 為前廳部會(huì)議提供信息 。
? Promotes inter－h(huán)otel sales and in－h(huán)ouse facilities.
? 促進(jìn)店際銷售及推銷酒店內(nèi)的設(shè)施。
? Checks billing instructions and monitors guest credit
? 檢查結(jié)帳說明并監(jiān)督客人信用情況。
? Analyses and approves discounts and rebates.
? 分析和批準(zhǔn)打折相關(guān)事宜。
? Analyses the rate variance report to ensure rooms revenue control
? 分析房價(jià)差異報(bào)告以保證控制客房收入。
? Takes action with the Property Management Systems （PMS） in emergency situation.
? 在緊急情況下使用酒店管理系統(tǒng)（PMS）。
? Fully conversant with all hotel emergency procedures.
? 熟知酒店緊急情況所有處理程序。
? Ensures front line staff complies with FIT marketing techniques and maximize sales.
? 確保一線員工遵從散客市場技巧并最大化的進(jìn)行銷售。
? Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking
? 在夜班期間視察一線各部門和二線各部門，包括前廳部、客房部、大廳、餐飲營業(yè)場所、公共區(qū)域和停車場
? Handle all Complaints
? 處理各種投訴
? Ensure working of all Front Office Policies and Procedures
? 確保前廳部所有政策和工作程序都得到遵守
? Ensure effective shift hand－over
? 確保有效的交接班
? Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures
? 熟悉前廳部電腦系統(tǒng)，并了解后備工作程序和系統(tǒng)恢復(fù)程序
? Efficient check in and check out process
? 保證入住和離店手續(xù)辦理工作的效率
? Review and monitor early morning wake up procedures
? 檢查和監(jiān)督早晨的喚醒服務(wù)工作
? Post room charges
? 信件室的收費(fèi)
? Maintain correct guest registration cards
? 保持來客登記卡的準(zhǔn)確無誤
? Maintain special programs （eg frequent flyer; priority club）
? 維護(hù)特殊活動(dòng)項(xiàng)目（如“常旅客獎(jiǎng)勵(lì)計(jì)劃”和“優(yōu)悅會(huì)”）
? Effective management of incoming and outgoing calls
? 對打進(jìn)和打出酒店的電話進(jìn)行有效管理
? Maintain current Hotel information
? 及時(shí)更新酒店信息
? Provide information on memberships
? 提供關(guān)于入會(huì)的信息
? Communicate problems, resolved or unresolved to your Supervisor at shift change over and document in log book
? 在交接班時(shí)向主管匯報(bào)所有解決與未解決的問題，并將之記錄在工作日志上
? Complete knowledge of all room types, hotel matrix, and facilities
? 完全掌握所有關(guān)于房間類型、酒店布局和設(shè)施的信息
? Review arrival lists and anticipate needs
? 檢查到達(dá)旅客名單并預(yù)測各種可能的需要
? Operate communication equipment
? 操作通信設(shè)備
? Access and use rooms computer programs
? 接觸并使用客房電腦程序
? Conduct Credit card checks
? 對信用卡進(jìn)行檢查
? Ensure staff adhere to Standards and Procedures for cash handling
? 確保員工遵守現(xiàn)金處理標(biāo)準(zhǔn)和程序
? Maintain own cash float
? 保持自己的現(xiàn)金浮動(dòng)
? Correct banking
? 保證銀行業(yè)務(wù)的正確無誤
? Update Guest History Maintenance
? 維護(hù)更新客史檔案
? Prepare contingency reports
? 準(zhǔn)備應(yīng)急報(bào)告
? Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed
? 對夜崗人員進(jìn)行監(jiān)督，包括外包人員、搬運(yùn)工、保潔人員、客房服務(wù)人員等，并與人力資源部門合作，以確保對上述人員的工作情況進(jìn)行有效管理
? Oversees the Night Audit Function
? 監(jiān)督夜審工作
o Develop, update and train standards and procedures
就各項(xiàng)標(biāo)準(zhǔn)和程序進(jìn)行開發(fā)、更新和培訓(xùn)
o Produce Revenue Reports
o 制訂收入報(bào)告
o Perform file back up maintenance
o 做好檔案備份維護(hù)工作
o Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers
o 檢查所有夜審工作和前廳部及各營業(yè)場所的日常銷售交易的核對，對所有收銀機(jī)進(jìn)行檢查并向經(jīng)理報(bào)告各種異常情況
o Week end and Month end reports completed in line with policy
o 依照政策規(guī)定完成周小結(jié)和月度小結(jié)
o Advise Line Managers of recurring errors
o 就反復(fù)出現(xiàn)的失誤情況向經(jīng)理提供建議
? Works with Superior and Human Resources on manpower planning and management needs
? 與上級(jí)領(lǐng)導(dǎo)和人力資源部一起進(jìn)行人力規(guī)劃和管理需求。
? Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
? 與上級(jí)領(lǐng)導(dǎo)和財(cái)務(wù)總監(jiān)一起編制和管理部門預(yù)算。
? Complete other tasks assigned by Superior.
完成上級(jí)領(lǐng)導(dǎo)分配的其他工作任務(wù)。

任職資格：
Required Skills –
技能要求
? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
? 擁有在與他人交往時(shí)大多數(shù)時(shí)間所使用的溝通技能；完全代表酒店，品牌和公司與顧客，員工和第三方交往的能力。
? Good writing skills
? 具有良好寫作技能
? Proficient in the use of Microsoft Office and Front Office System
? 熟練使用微軟辦公軟件和前臺(tái)系統(tǒng)
? Problem solving and organizational abilities
? 具有解決問題和組織能力

Qualifications –
學(xué)歷
? Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
? 具有酒店行政管理，酒店管理或相關(guān)的學(xué)士學(xué)位或大專水平。

Experience –
經(jīng)驗(yàn)
? 2 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
? 擁有2年前廳或賓客服務(wù)工作經(jīng)驗(yàn)，包括管理經(jīng)驗(yàn)，或與此相當(dāng)?shù)慕逃拖嚓P(guān)工作經(jīng)驗(yàn)結(jié)合的背景。