GENERAL MISSION 职责概述
To assist Front
Office Manager to oversee and
direct the operations of the Front Office Department including Guest Service
Desk, Executive Club, Telecommunication Department, Concierge; to ensure the effective operation and smooth
running of the Front Office Department according to the Hotel policies and
procedures ensuring maximum guest satisfaction, team cohesion and profit.
协助前厅部经理全面管理前厅部各班组，包括前台接待，行政酒廊，电话中心和礼宾部，确保前厅部所有员工严格遵守酒店规章制度提供服务，最优化宾客满意度，提升团队凝聚力和增收酒店收益。
To directly supervise and co-ordinate the
effective training and personalised supervision of the Front Office staffs.
监督和参与安排前厅部各班组有效的培训项目。
To ensure that all Front Office Department have
a training plan and that training is carried out on a regular basis.
确保前厅部各班组有制订培训计划并按时实施。
To appraise the appearance and efficiency of all
Front Office personnel and report finding to the Front Office Manager.
定期评估前厅部下属员工的工作态度，并汇报给前厅部经理。
To ensure that effective recruitment and
disciplinary actions of Front Office personnel are carried out in accordance
with the hotels’ guidelines.
参与前厅部员工招聘面谈，并按照酒店标准进行部门纪律管理。
Maintains appropriate standards and discipline
for dress, hygiene, uniform, appearance, posture and conduct of all Front
Office personnel.
要求前厅部所有员工保持仪容仪表和对客服务形象标准。
Maintains smooth relationships between
Management and Guests. Resolve problems arising from Guest’s Complaint and
attend to their request and enquiries with despatch.
代表管理层与客人保持良好关系。当出现客人投诉时，主动解决问题，并报告给上级管理层。
To ensure that Employees are familiar with
in-house facilities and special promotions for the purpose of assisting guests
and upselling.
确保前厅部员工对于酒店内各项设施熟悉了解，包括酒店的促销活动。
To ensure company’s appraisal system for
monitoring employee performance and development by providing direction and
feedback to employee in adhering to service procedure.
熟悉公司的员工考评系统，并依据服务考评要求对于每一位员工进行观察和沟通，并促使员工发展。
To encourage staff suggestion program and other
effective methods of two-way communication management by participation.
鼓励员工提出建设性意见和建议，并使用双向沟通方式令参与员工感到尊重。
TECHNICAL RESPONSIBILITIES 技术职责
To ensure there are systems in place for
encouraging and monitoring guest preferences in order to make service or
product quality recommendation for improvement to superior.
在前厅部内部需要制定完善的宾客满意度提升系统，确保每月度宾客满意度有所提升。
Approve releases of fruits, flowers and other
amenities according to established VIP procedures.
依据酒店VIP等级标准，对于VIP客人礼遇进行认证是否符合要求。
Meet and escort VIPs to their rooms, Welcome as
many FIT clients as possible Upon Check-in or ensure that the Manager on duty
do so on his/her behalf when he/she cannot.
在大堂区域为散客和VIP客人提供优质服务，尤其是当MOD不在场时，需要代表MOD问候客人，提供服务。
Inspection rooms assigned to VIPs in accordance
with hotel Standards.
每天需要依据酒店标准，检查VIP客人房间。
Ensure the accommodation and transportation of
overflow guest in cases of full occupancy.
当酒店满房时，需要检查外送酒店房间和交通运输安排工作。
Inspection Back-of – the – house, the lobby and
other guest areas, including the parking area and inform departmental concerned
of findings.
巡视酒店大堂，客区，停车场和办公后区，在有时间的前提下。
Authorise rate/room change, paid-outs, rebates,
cash advances, etc. on the daily basis of established co-procedures, credit policies,
amount involved and identity of the guests.
对于前提的房价更改，现金支出，减免，现金押金收取等项目授权申请进行检查认证，
Maintain a Logbook to record the daily
operational activities, submit to the Front Office Manager.
进行每天工作日志记录，并递交给前厅部经理。
Prepare report on accidents to guests, employees
and non – hotel guests, as well as report of loss and /or damage to persons and
properties inside the premises.
对于酒店区域发生的客人或员工事故，必须做好记录，并及时递交事故报告。
To co-ordinate with the Night Manager to make
sure the accuracy of the Night Auditing and the Early Bird Report
与夜班经理做好交接，确保夜班报表和早班数据报表的准确性。
COMMERCIAL RESPONSIBILITIES商务职责
To act and react upon opportunities for
maximising guest satisfaction in order to encourage return business。
利用每一次机会最大化宾客满意度，促使客人能够成为回头客。
To install sales awareness and confidence
amongst all front office personnel in order to maximise revenue potential。
提升前厅部每一位员工的销售意识和信心，最大化酒店收益。
To ensure effective promotion of the hotels
facilities, services and promotions in order to maximise revenue potential.
尽可能积极促销酒店设施，服务和活动，提升酒店收益。
