Human Resources
人力资源
1) Responsible for the recruitment and selection of all front office associates. Adheres to hotel guidelines when recruiting and uses a competency-based approach to selecting employees.
负责部门所有员工的招聘和筛选，聘用原则按照酒店的指导方针及政策执行。
2) Oversees the punctuality and appearance of all front office associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
确保部门员工按照酒店要求保持高标准的个人仪容仪表，着装整洁并符合要求。
3) Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
保持对员工的培训支持，激发部门员工个人能力提高员工的技能，以达到部门效率最大化。
4) Conduct annual Performance Development Discussions with employees and to support them in their professional development goals.
建立员工职业发展计划，与员工积极讨论确定其职业发展目标。
5) Responsible for the development of Departmental Trainers through ongoing feedback and monthly meetings.
建立月例会制度，获取员工反馈，培养部门培训师。
6) Plans and implements effective training programmes for employees in coordination with the Training Manager and Departmental Trainers.
与培训经理及部门培训师协作，完成前厅部员工培训计划。
7) Review the weekly work schedules, making sure that they reflect business needs and other key performance indicators.
确保排班表的班次与酒店的运营相匹配。
8) Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
激发员工主动创造，接受挑战的积极参与的团队精神达到最佳的运营效果。
9) Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
确保部门员工理解并执行员工条例及章程。
10) Feedback the results of the Employee Engagement Survey (YES) and ensure that the relevant changes are implemented.
根据员工满意度（YES）反馈的结果改进部门的整合度达到团队最佳运营效果。
Operation Efficiency
运行效率
1) Daily check on rooms availability status for next 60 days including room blocks (i.e. OOS and house use) and special top VIPs.
了解六十天可售房情况，包括系统封房（工程房及酒店自用房），并掌握贵宾客人的预定信息。
2) Greet as many guests as time permits at the front desk or lobby and assist the front desk.
了解部门运营情况协助前台及宾客服务经理在大堂与客人打招呼。
3) Handle guest complaint and monitor guest history program and data input.
关注客人的客史，处理客人投诉。
4) Review all front office log book and pursue with appropriate action if necessary.
关注各部门的交接班本必要时提出建议及意见并做出合理调整。
5) Facilitate multiskilling within the department.
培养部门员工的多项服务技能。
6) Take appropriate action to resolve guest dissatisfaction.
采取恰当的行动提高客人满意度。
7) Ensure the accuracy on guest data before transmission to PSB.
确保内外宾信息上传的准确性。
Profitability
盈利能力
1) Manage a cost effective budget with measurable targets for the department within
the financial parameters set down by the hotel budget.
在酒店财务预算的范围内，通过制定可衡量的部门目标，有效控制部门成本预算。
2) Maximizes the room revenue and ensure the success of the rooms upslling program in
front office .
通过前台房间促销政策的有效执行使房间收入最大化。
3) Effectively monitor and analysis variations from the budget
有效监控和分析部门预算的变化。
4) Responsible for the monthly expenses forecast and profit and lost analysis
负责部门月度费用预测和损益分析。
5) Develop stock control procedures
制定库存管理程序。
6) Maximises employee productivity through the use of multi-skilling, multi-tasking and
Flexible scheduling to meet the financial goals of the business as well
通过安排员工完成多样化的服务和灵活的班次安排以达到财务目标，在达到客人的期望的同时做到员工劳动生产力的最大化。
Administration
部门管理
1) Develop performance standards for operations and drive the service quality of the department.
设立部门操作的行为标准并推进部门服务标准的提高。
2) Supervises, guides,disciplines and evaluates associate performance regularly.
定期监督，指导，加强并评估员工工作表现。
3) Reviews and updates all front office job descriptions and standard procedures periodically.
审阅并更新前厅部所有岗位职责及标准工作流程。
4) Ensure the hotel security and emergency policies and procedures are adhered to.
遵守并执行酒店安全和紧急事件的政策和程序。
5) Establish contacts with local authorities -Public Security Bureau.
与当地派出所建立良好关系。
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电子营业执照/人力资源服务许可证