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崗位職責/職位描述

工作職責：
? Maintain adequate supplies of forms, brochures and ensure they are presented in line with hotel standards
? 保證供應足夠的表格和手冊，并確保其質量達到酒店標準
? Consult Log Book for information/request left by outgoing shift
? 查閱交班人員的工作日志，尋找相關信息和要求
? Must be fully conversant with emergency evacuation and fire procedures and ensuring all uniformed staff are aware of these procedures
? 熟知緊急情況疏散和防火工作程序，并確保所有穿著酒店工服裝的員工了解這些程序。
? Assist guests with all inquiries, both hotel and non－hotel related
? 協助客人各種與酒店相關或無關的問詢
? Conduct effective shift briefings to ensure hotel activities and operational requirements are known
? 進行有效的交接班說明工作，以明確酒店活動和運營要求
? Maintain detailed knowledge of the activities of the day and alert to any potential problems
? 詳細了解當日活動情況并留意各種潛在問題
? Prepares efficient work schedule for front desk,arranging holidays and vacation,taking into consideration project occupancy and forecasts and any large group movements,especially those with early or late arrivals or departures.
? 在考慮酒店入住情況和預測以及大規模的團組活動，特別是關于提前或延遲到達及離店的情況的前提下，為前臺員工準備高效的工作計劃，安排節日和假日。
? Ensures that all guest service agents are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently
? 確保所有賓客服務接待員隨時保持衣著整潔，工作守時，并且能夠快速和高效的完成任務。
? Handle problems associated with guests and liaise with department heads or executive management in the absence of the Assistant Manager.
? 處理與客人相關的問題，在經理助理缺席的情況下負責與各部門負責人或行政管理部門聯系。
? Conducts daily briefing and to ensure that all uniform service staff are kept up to date, properly instructed and that all staff are properly dressed, neat and clean before start of duty. Similarly, staff appearance should remain clean, smart and tidy at all times.
? 進行每日例會，以確保所有著裝服務人員了解最新情況并得到正確指導，并保證工作開始前所有員工的穿著均符合規定、干凈整齊。同樣，員工的外表也應隨時給人以干凈、精明和整潔的印象。
? Be responsible for training guest service agent, in their respective jobs （by identifying training needs）
? 負責（通過發現培訓需要）對賓客服務接待員就其各自崗位職責進行培訓。
? Prepare for each group’s arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in the property management system.
? 準備每個團隊抵店，準備團隊記錄，帳單信息，押金，檔案，貴賓信息，信件等等；必要時參與預訂聯絡工作。在酒店管理系統中正確的記錄團隊客房和收入。
? Process all group reservation requests, changes and cancellations received by phone, fax, e－mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly.
? 處理所有通過電話，傳真，電郵，信函接收到的內部和旅行策劃人或公司發出的團隊預訂請求，變更和取消。在系統中輸入輸入或更改團隊客房預訂，確保客房的供應，入住日期，取消規定，押金要求和預訂程序的正確性。
? Maintain accurate filing system for groups and ensure that each group block is traced.
? 維護團隊檔案系統的準確性，確保記錄每個團隊預訂。 Create and update group block notes to provide relevant data pertaining to all group reservations, and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
? 建立并更新團隊預訂記錄，以便為所有團隊預訂提供相關數據，按需要與其它部門協調預訂信息及聯絡中團隊的具體需求。
? Provide and maintain reports and records of all groups during stay and after departure, and follow up on any group inquiries.
? 提供和保留所有團隊下榻和離店后的報告和記錄，跟進每個團隊詢問。
? Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
? 了解最新房價，房價變更和所有促銷活動，最新設施，服務，營業時間等。 Attend pre－meeting planning meetings or conferences as needed or requested.
? 根據要求和需求參加會展前計劃會議。
? Respond to guest concerns or complaints. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow－up.
? 回復客人的問題和投訴。與管理層溝通尚未解決的需要額外監管或跟進的客人要求和問題。 Promote team work and quality service through daily communications and coordination with other departments.
? 通過每日與其它部門的交流與協作來促進團隊合作和高質服務。
? Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.
? 執行其它分配給的工作，如打印每日報告等，取消，預訂或抵達報告。
? Conducts shift briefings to ensure hotel activities and operational requirements are known
? 進行有效的交接班簡報工作，以明確酒店活動和運營要求
? Supervise front office operations during assigned shift including:
? 在當班期間監督前廳部運營情況，包括：
o Maintenance of guest information
維護客戶信息
o Maintenance of information about local events
o 維護當地活動的信息
o Compile occupancy statistics
o 統計入住情況
o Supervise the use of he public address system
o 監督公共廣播系統的使用
o Supervise group bookings
o 監督團組預訂情況
o Assisting with serious complaints
o 協助解決嚴重投訴問題
? Supervise cashiering activities during shift including:
? 在當班期間監督收銀活動，包括：
o Cash handling and banking procedure
o 現金處理和銀行業務程序
o Dealing with irregular payments
o 處理非法支付情況
o Instructing staff in credit policies and facilities
o 就信用政策和設備對員工進行指導
o Instructing staff in cash security procedures
o 就現金安全程序對員工進行指導
o Carry out debtor control
o 實施應收帳款控制
o Prepare reports
o 準備財務報告
o Supervise the cashiering system
o 對收銀系統實施監管
? Works with Superior and Human Resources on manpower planning and management needs
? 與上級領導和人力資源部一起進行人力規劃和管理需求。
? Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
? 與上級領導和財務總監一起編制和管理部門預算。
? Complete other tasks assigned by Superior.
完成上級領導分配的其他工作任務。

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大多數時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。
? Proficient in the use of Microsoft Office and Front Office System
? 熟練使用微軟辦公軟件和前臺系統
? Problem solving and organizational abilities
? 具有解決問題和組織能力

Qualifications –
學歷
? Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
? 具有酒店行政管理，酒店管理或相關的大專學歷或專業證書。

Experience –
經驗
? 1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
? 擁有1年前廳或賓客服務工作經驗，包括管理經驗，或與此相當的教育和相關工作經驗結合的背景。