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崗位職責/職位描述

·?????????? Assists the Front Office Manager in all aspects of their duties

·?????????? 協助前廳部經理的各方面工作

·?????????? Assist Front Office Manager in execution of the management of staff

·?????????? 協助前廳部經理管理員工

·?????????? Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition

·?????????? 監督前廳部員工，以確保來賓被及時的禮貌接待并得到充分的注意和重視

·?????????? Monitor Front Office personnel, to ensure PCR members, known repeat guests and other VIPs receive special attention and recognition

·?????????? 監督前廳部，特別是客戶關系人員，以確保優悅會會員、?？秃推渌F賓得到特別關照和尊重

·?????????? Control the availability of rooms, rooms types, accuracy of room count and rate categories

·?????????? 管理房間空余情況、房間類型、房間出租率和價格類型的準確性等

·?????????? Maximize occupancy, revenue and average rate while maintaining high service standards

·?????????? 在保持服務的高標準的同時將入住率、收益和平均價格最大化

·?????????? Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to

·?????????? 與客房部聯系，保持客房形象，并遵守“到店即可入住”的政策

·?????????? Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met

·?????????? 與行政管家緊密聯系，以確?？腿说奶厥庑枰?、關于各類用品的需要和其它與客房相關的需要得到滿足

·?????????? Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

·?????????? 掌握信用政策和程序，并與財務部密切聯系，以確保信用程序的完全執行

·?????????? Know system recovery procedures

·?????????? 掌握系統復原程序

·?????????? Interpret computer reports

·?????????? 分析電腦報告

·?????????? Compile statistics for front office and provide reports relating to that area

·?????????? 為前廳部整編統計數字并提供與之相關的報告

·?????????? Continually check the accuracy of room count

·?????????? 不斷檢查房間出租率的情況

·?????????? Approve upgrades and special amenities in absence of manager

·?????????? 批準房間的免費升級及特殊設備的使用

·?????????? Maintain inter-departmental relationships to ensure seamless customer service

·?????????? 保持各部門之間的關系以確保對客服務暢通

·?????????? Inspect frequently for cleanliness and orderliness, the lobby, Sanctuary, on a random basis, VIP rooms prior to arrival

·?????????? 經常到大廳、行政酒廊檢查其整潔情況，并在貴賓到來前對貴賓房進行抽查

·?????????? Assist in the preparation of efficient work schedule for Front Office Staff, 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

·?????????? 在考慮項目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，為前廳部員工準備高效的工作計劃，安排節日和假日

·?????????? Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

·?????????? 保持部門員工的行為、裝束、衛生、制服穿著、外表和儀態標準

·?????????? Provide input for Front Office Departmental Meetings and deputizes in cases of absence

·?????????? 參加前廳部部門會議并在缺席的情況下負責代理

·?????????? Promote Inter-hotel sales and in house facilities

·?????????? 促進店際銷售及完善內部設施

·?????????? Inspects all VIP rooms prior to arrival

·?????????? 在貴賓到達前對貴賓房進行檢查

·?????????? Greet VIP guests personally

·?????????? 親自迎接貴賓

·?????????? Oversee maintenance of efficient repeat guest history system

·?????????? 對高效的?？涂褪窓n案系統維護實施監管

·?????????? Perform such functions as to include but not be limited to:

·?????????? 行使下列功能，包括但不僅限于：

·?????????? Priority Club and regular guest welcome letters

·?????????? 向優悅會會員和常客致歡迎信

·?????????? Solicitation of Priority Club applications

·?????????? 發展優悅會會員

·?????????? Attending to special requests by guests

·?????????? 回應客人提出的特別要求

·?????????? Develop and implement guest telephone contact systems

·?????????? 開發和應用客人電話聯系系統

·?????????? Handle guest complaints and refer them as necessary, follows up on corrective action

·?????????? 處理客人投訴，如有必要則將其提交給有關部門，并對糾正措施進行跟進

·?????????? Compile, analyze and control guest relations’ costs

·?????????? 對客戶關系部的成本情況進行編寫、分析和控制

·?????????? Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery

·?????????? 計劃并參加優悅會和貴賓的定期雞尾酒會和社會活動，以便進一步提高服務質量

·?????????? Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

·?????????? 查閱來客單，檢查對客人和貴賓的房間分配情況、各類設施情況以及特別申請

·?????????? Prepare requisitions for amenities on a timely basis

·?????????? 及時準備設備使用申請

·?????????? 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