工作目标
直接向前台接待经理汇报工作。前台主管直接负责处理电话查询，将抵达客人的资料和有关信息输入电脑系统中。从更广的角度上讲，前台主管的工作必须紧密结合所有前厅部和销售部的工作。特殊情况下，销售部会提供重要的建议和有关公司预订的反馈。前台主管要注意运用OPERA办公系统中的客史资料。
主要职责
1.前台主管在当班期间要对所管辖的前台接待的运作负责。输入电脑的资料，日常登记资料和有关预订的统计资料必须有较高的准确性。你必须为打电话的人，客人和饭店其他部门的员工提供全面的和正确的信息资料。
2.OPERA电脑系统中保存有全面综合的客史资料，前台主管要对酒店的客史档案负有责任。以确保客史档案是最好的、最准确的。
3.要负责所有的预订资料准确地输入OPERA电脑系统中。要将错误减少到最少。准确真实的统计资料将保证整个饭店的正常运转。
4.监督管理员工的日常工作并帮助本岗位员工提高工作技能。
5.根据年度指标向客人推荐雅高集团忠诚计划方案
6.要负责向上一级管理人员汇报所有即将抵达的重要客人的情况，以便能够进行特殊的安排。
7.确保所有客人的询问和要求能够得到及时、热情、友好的帮助。
8.确保为所有的电话查询提供有关饭店服务和设施的简要信息。
9.负责确保同所有员工，区域和其他部门保持良好的沟通。
岗位要求
资历要求： 有前厅工作经验或从事前台2年以上的工作经验；
工作技能： 大学英语，擅长Opera 或 Fidelio 的操作，应用Microsoft Office 软件；
个人素质： 积极敬业，工作认真细致；
个人能力： 具备较强的沟通，协调能力及团队合作精神。
Job Objective
Reporting directly to the Reception Manager, the Front Desk Supervisor is directly responsible for handling telephone inquiries, guest arrivals and the subsequent input into the computer system. On a broader scale the Front Desk Supervisor must work closely will all Front Office and Sales & Marketing personnel, and in particular, Sales & Marketing, providing lead advice and constant "feedback" concerning both inquiries and firm reservations. The Front Desk Supervisor must at all times maintain a professional, friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone. The Front Desk Supervisor is also to pay particular attention to the use of the Guest History facility in the OPERA Front Office system.
Main Responsibility
1. The 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. You should strive to provide the most comprehensive and accurate information, to telephone callers, guests and other staff and Departments of the Hotel.
2. 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.
3. Responsible to ensure that all information relating to a reservation is keyed correctly into OPERA and is having 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.
4. Be concerned with staff discipline and staff performance and help to develop skills for all
5. staff within the section.
6. To promote the Accor loyalty program to the guest according to the yearly target.
7. 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.
8. Ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
9. To ensure that all telephone inquiries are provided with concise information concerning the services and facilities provided by the Hotel.
10. Responsible for ensuring that clear and constant communication lines are kept with all staff, areas and other Departments.
Specific Requirements
1. Experiences: Front Office experiences or two years and above Front Desk experiences.
2. SKILLS: College English level, familiar with Opera or Fidelio system, be good at Microsoft Office.
3. QUALITY: Enthusiasm in work, carefulness
4. ABILITY: Good communication and coordination ability, and good team spirit.
