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崗位職責/職位描述

1、監督并協助前廳部運營手冊的準備及更新。

Oversees andassists in the preparation and updates of the Front Office DepartmentalOperations Manual.

2、定期主持召開部門溝通會并確保部門例會和會議切實有效且在必要時進行指導。

Conducts regularcommunications meetings and ensures that departmental briefings and meetingsare effective and conducted as necessary.

3、匯報值班日志中所記錄的所有事件。

Reports all dailyoccurrence of the Hotel in the Assistant Manager’s Log record.

4、仔細跟進每項任務并確保在交接班前完成。檢查所有未盡事項，且負責到底。

Follows throughclosely all tasks that need to be attended to and ensure full completion by endof shift. Checks through for any outstanding matter and assumes fullresponsibility for uncompleted tasks.

5、分析客房價差，檢查是否有所出入。

Audits the roomrate variance to check for discrepancy.

6、抽查客人的入住登記卡，確保準確錄入客人資料。

Spot check allarrival registration cards and ensures details are entered accurately.??

7、所有與客人有關的事件必須記錄，并更新客史檔案。

All guestincidents must be recorded and updated in Guest History database.

8、24小時內，回復所有通過信件和電子郵件形式方式發來的詢問函。

Answers allwritten enquiries received through correspondence or email within 24 hours.

9、根據客房部提供的破損和遺失物品報告，在24小時內與客人溝通。

Corresponds within24 hours to guest on all damage/missing items reported by Housekeeping.

10、負責檢查并更新所有保險箱內的現金和貴重物品的記錄。

Responsible tomaintain an updated record log for all cash and valuables in the safe keepingof the Assistant Managers.

11、定期檢查保險箱內的遺留物品。如果6個月內無人認領，需轉交收入審計處理。

Conducts aquarterly audit check all items kept in the Assistant Manager’s safe. Itemsthat are not claimed within 6 months should be handed to the Income Auditor.

12、禮貌而高效地處理所有客人和內部客人的投訴和詢問，確保問題得到圓滿解決。

Handles all guestand internal customer complaints and inquiries in a courteous and efficientmanner, following through to make sure problems are resolved satisfactorily

13、保持與顧客和同事的良好合作關系。

Maintains positiveguest and colleague interactions with good working relationships.

14、確保所有員工始終提供給客人禮貌、專業的服務。

Ensures allAssociates provide a courteous and professional service at all times.

15、確保所有前廳部員工遵循品牌承諾并始終提供優異的對客服務。

Ensures that allFront Office Associates deliver the brand promise and provide exceptional guestservice at all times.

16、確保員工適時的為其他部門員工提供同樣優質的服務。

Ensures that FrontOffice Associates provide excellent service to internal customers asappropriate.

17、協助問候并向貴賓和長住客人提供入住登記服務。

Assists ingreeting and checking-in VIP and Long Stay guests.

18、確保所有前廳部員工熟悉掌握酒店的產品知識及服務標準。

Ensures that allFront Office Associates are familiar with the hotel’s products and services.

19、確保所有前廳部員工知悉新的促銷信息，規章制度及其他重要信息。

Ensures that allFront Office Associates are aware of current promotions, policies and otherimportant information.