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Reports to Front Office Manager.向前廳部經理匯報工作。Well versed on all Brand Standard requirements for Front Office and related areas.熟悉前廳部及相關部門的集團標準要求。Serves as the Service Manager on Duty and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.作為當班值班經理須盡職盡責監管酒店的運營情況，提供高品質服務。代表酒店管理層解決客人或酒店相關事宜。在大堂解決問題，和引導客人。作為賓客關系經理，跟進處理服務問題。Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Needs to be able to perform in all front of house functions.確保所有員工都遵守酒店的政策、標準、流程及規章制度。需能夠履行所有對客職責。Assist the front office manager in all areas to ensure a correct and smoothly-operating department.協助前廳部經理確保各區域正常順利運轉。Directly responsible for guest service supervisor, guest service associate, rooms controllers, lobby greeters to strive towards total guest satisfaction.直接負責賓客服務主管、賓客服務員、房控員及大堂其他工作人員的服務，從而提高客人整體滿意度。Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.作為客人在店期間安排和組織的關鍵人員，是確保服務質量達到酒店品牌標準的榜樣。帶領團隊營造熱情好客、服務專業的良好氛圍，以確保客人獲得整體滿意度。Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation.豐富地當知識，包括及時更新地當地文化、歷史名勝地點及營業時間。Be sure to spend time in public areas during busy time in order to take care of guest requests.為了滿足客人需求，確保在繁忙時段關注公共區域運營情況。Responsible for the smooth, efficient and professional operation of all front office areas. Ensure good communications among departments.確保前廳區域的工作能夠順利、高效、專業地運作。確保各部門間的良好溝通。Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.確保執行和落實所有政策程序和法規。定期管理審計賬目，與財務部保持溝通避免出現任何異常情況，適時給予員工指導和指教。Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee.確保遵循入住登記及退房政策程序。嚴格遵守信貸和現金處理流程。熟悉銷售策略，確保“最優惠價格保證”。Responsible for Rooms Controllers/ Guest Service supervisor/AYS supervisor daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis.負責確保房控員/賓客服務主管/為您服務中心主管完成和核對每日工作，每天正確地標注鎖房記錄。Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required.負責賓客關系區域的新員工招聘及新員工的培訓。確保日常培訓中涵蓋技能培訓、服務文化培訓、溝通培訓、管理培訓和組織計劃培訓。每天需完成15分鐘培訓。Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/Marriott Bonvoy/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program.確保客人和員工認知正常運作。負責滿足回頭客的特殊要求。帶領前臺員工致力于確保客人擁有愉快的入住經歷。建立回頭客、萬豪旅享家會員、VIP客人認知系統，能夠帶領前臺員工參加和提升增銷計劃。Directly responsible for Marriott Bonvoy enrolling program. Responsible of establishing the game plan; ensure enrolling rates meets brand goal.直接負責萬豪旅享家會員注冊計劃，并設立會員注冊獎勵計劃，確保會員注冊率和活動率達到集團目標。Initiates additional tasks to improve existing procedures and guest satisfaction.完成額外的工作任務以提高現有的工作效率及客戶滿意度。Resolve system problems and can operate the system manually. Can lead the staff through a down time.能夠解決系統問題和手工操作系統。能夠帶領員工度過低谷期。