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崗位職責/職位描述

§?? Front Desk Supervisor is responsible and accountable for all operations in relation to the front desk area of The Hotel whilst on duty. All computer input, manual filing procedures and statistical information relevant to reservations must be of high quality. Should strive to provide the most comprehensive and accurate information, to telephone callers, guests and other staff and Departments of the Hotel.

前臺主管在當班期間要對所管轄的前臺的運作負責。輸入電腦的資料，存檔登記資料和有關預訂的統計資料必須有較高的準確性。必須為電話來訪者，客人和酒店其他部門的員工提供全面的和正確的信息資料。

§?? Front Desk Supervisor is responsible and accountable for achieving and maintaining the highest standards of guest service and satisfaction. Responsible for daily operations of the Front Desk.

前臺主管負責保持高標準的對客服務，從而贏得客人的滿意，同時通過有效的日常管理，確保前臺在預算的范圍內得以高效運作。

§?? The OPERA computer system contains a comprehensive guest history option, and it is the responsibility of the Front Desk Supervisor to ensure that Hotel has the best, most accurate and most personalized individual guest histories.

OPREA電腦系統中保存有全面綜合的客史資料，前臺主管要對酒店的客史檔案負有責任。以確保客史檔案是準確的及具個性化的客戶史。

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§?? Responsible to ensure that all information relating to a reservation is keyed correctly into OPERA and is of the highest quality, and errors are kept to an absolute minimum.? This practice will allow the production of true and correct statistical information, which will in turn enhance the overall hotel operation.

要負責所有的預訂資料準確地輸入OPERA電腦系統中。資料要保持高質量并要將錯誤減少到最小。準確真實的統計資料將增強整個酒店的整體運作。

§?? Assists the Front Desk Manager to ensure all front desk agent and sub-ordinates adhere to hotel rules and regulations.

協助前臺經理負責所有的前臺員工以及助手能遵守酒店的規章制度。

§?? Assists the Front Desk Manager to supervise and delegate duties to all front desk staff within the section and to prepare their work schedules as required.

協助前臺經理保證所有員工的監督管理，并根據要求制定工作日程。

§?? Assists the Front Desk Manager to responsible for all activities at the front desk.

協助前臺經理管理前臺所有的事務。

§?? Obtain briefing from Front Desk Manager on problems and situations requiring further attention.

從前臺經理處獲取需要注意的問題和事情。

§?? Responsible for advising relevant Senior Management of all incoming VIP guests so that special requirements that may need to be attended to are actioned accordingly.

要負責向上一級管理人員匯報所有即將抵達的重要客人的情況，以便能夠進行特殊的安排。

§?? Ensure VIP rooms; reservation with special requests; pre-registered guests and tour group arrivals are all pre-blocked. Front Desk Supervisor is also to coordinate with Housekeeping to ensure that vacant clean rooms are available before guests’ check-in.

保證貴賓用房，有特殊要求的預訂，和團隊的房間要提前安排好。前臺主管也需要同客房部聯系以保證在客人抵店前有足夠的干凈房間。

§?? To ensure guest retention program extend to loyalty customer on a consistent basis.

確保回頭客政策能持續地延伸到每個忠實客人的身上。

§?? To ensure that all telephone inquiries are provided with concise information concerning the services and facilities provided by the Hotel.

確保為所有的電話查詢提供有關酒店服務和設施的簡要信息。

§?? To ensure cash flow at front desk hand over to each shift in accurate amount, any shortage or overage should report to Front Desk Manager for immediate action.

確保前臺每班交接的備用金金額準確，任何短款和長款必須立即向前臺經理匯報。

§?? Ensure that “shift reports” are printed and “Traces” are followed up accordingly.

保證班次報表能按時打印，并且跟蹤報表能相應的跟蹤執行。

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§?? Supervises front desk operation and workflow to maximize guests’ satisfaction.

監督管理前臺的正常運營和流程，以使客人滿意。

§?? Responsible for ensuring that clear and constant communication lines are kept with all staff, areas and other Departments.

負責確保同所有員工，區域和其他部門保持良好的溝通。

§?? Coordinates meal breaks.

組織好員工的用餐時間。

§?? Ensure that high balance rooms in “High Balance Report” are all resolved properly.

保證所有的在“超支信用報表”上的超支的房間能盡快的解決。

§?? Keeps Front Desk work areas neat at all times.

隨時保持前臺區域的整潔。

§?? Handles problems and seeks assistance of Front Desk Manager when necessary.

幫助員工處理問題，如需要可向前臺經理尋求幫助。

§?? Maintains all equipment in good working order and trains new employees on equipment utilization.

所有設備必須保持在良好的工作狀態下，并教給員工如何正確使用。

§?? Is responsible for the inventory and control of stationery and collateral for Front Desk.

負責控制前臺所需的文具和工作所需的物品庫存。

§?? Is totally familiar with all Front Desk back-up procedures in the event that any Front Desk equipment malfunctions.

在前臺設施設備出故障時，要熟知前臺備份的工作程序。

§?? Is thoroughly familiar with all Emergency Procedures as specified by The Hotel.

十分熟悉酒店所有的應急工作程序。

§?? Is conversant with front desk procedures, conducts training of new staff when necessary.

熟悉前臺的工作程序，向新員工進行相應的培訓。

§?? Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.

熟悉雅高忠誠計劃，和常飛卡計劃以及其優惠政策。

§?? Briefs next shift Supervisor/Captain on outstanding issues requiring further attention.

向下班主管/領班交接未完成的事宜和需要注意的事情。

§?? Assumes other duties as assigned by the Front Desk Manager

完成前臺經理分配的其它工作。

§?? Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way.

通過最恰當的途徑，盡可能向客人提供優質的服務和新的、準確的信息。

§?? Maintains a very good reputation for The Hotel and assists to increase the overall profitability of The Hotel.

為酒店保持良好的聲望并幫助酒店增加收入。

§?? To acquire, through training provided, a thorough working knowledge of the following;

通過培訓，要獲得以下工作知識:

§?? OPERA - The Hotel Computer System

OPERA---酒店的電腦系統

§?? Telephone Systems

電話系統

§?? Ensures that you are completely aware of the complete range of services and facilities that hotel will provide to its guests and visitors.

確保非常清楚酒店為客人和來訪者所提供的服務和設施。

§?? Ensures that the front desk area is not left unattended at any time whilst on duty.

在當班時要保證接前臺任何時候不會空崗。

§?? Maintains and be aware of the importance of guest recognition.

要知道客人贊賞認可的重要性。

§?? Ensures that as Front Desk Supervisor in the Hotel have a comprehensive knowledge of the City and what is happening within the City at all times, and to ensure that all guests or callers inquiries are met with prompt, informative yet friendly solutions.

作為酒店的前臺主管，要對城市有廣泛的了解并要了解城市中所發生的事情。要確保快捷,友好地解答所有打電話的人或者客人的詢問。

§?? Reviews and does follow ups for matters arising in the FDA’s logbook.

復查和落實前臺工作日志中記錄的有關事項。

§?? Checks the daily Arrival List, Special Arrival List for VIPs, repeat guests and FITs.

檢查每日預抵客人表、重要客人、回頭客和外國散客的預抵表。

§?? Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards.

通過預抵客人報表檢查所有預先打印出的登記單，以確保所有的預訂房間都已經事先做了登記。

§?? Verifies with the Reservation Manager on the current daily reservation against the Arrival List to ensure that no reservation is lift out.

依照預抵客人報表同預訂經理核實當日預訂，以確保沒有漏掉任何預訂。

§?? Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests.

檢查所有回頭客的登記單以確保所填寫的相關資料是客人登記入住所必需的。

§?? To be responsible for the preparation of all the necessary materials for check-in (i.e. Registration,, keys etc.) for VIPs, pre-registered guests and groups before their arrival.

要負責準備客人登記入住時所需要的物品(例如:登記單,鑰匙等)，為重要客人，團隊抵達前事先做登記。

§?? Checks through all actual arrivals for the day to ensure that all relevant information has been keyed in accordingly by the FDA. Does follow up on guest’s billing instructions. This will alleviate guest concerns during the check in and check out procedure.

檢查當日實際抵達的客人表，以確保前臺員工已經將所有的相關資料輸入了電腦。落實客人的帳務。?

§?? Checks rooms discrepancies reports and take needed actions

核實房態差異報表，及時采取措施

§?? Being constantly aware of all rates and rate structures in place within the Hotel and to whom they are applicable

要清楚酒店的所有房價和房價構成，并且給予客人的房價是合適的。

§?? Being constantly aware of all promotions, packages and special rates that may be applicable

要清楚所有的促銷活動，套價和特殊的價格。

§?? Responsible for adhering to the Rules and Regulations of the Hotel as set down in the Staff Handbook.

遵守酒店的店規店紀和員工手冊。