• To assist S&M department in ensuring that the Departmental Operating Budget is adhered to and that all costs are strictly. 协助销售部达成部门预算。• Be able to stand or making his/her own decision, even superior is not around. 能够做正确的判断和决定。• Initiates action to ensure guest comfort, safety and satisfaction. 确保客人的舒适性，安全性和满意度。• Train reservation agents to meet its standard. 培训预订部文员达到预订部要求和标准。• Applies policy and procedure guidelines to solve problems in terms of guest complaints and others. 处理并解决客人的投诉和其他问题。• Coordinates with the team in order to maintain an effective atmosphere and an efficient service. 和各部门良好合作，保持有效工作的氛围和高效的服务。• To follow policy and procedure in confirming room rate and deposit based on management courtesy. 根据酒店政策确认房价和要求预付款。• Be proactive in assisting reservation with all requests, ensure that the explanation is clear and updated, handle with helpful manner and friendly, and utilize guest name at all the times. 积极主动地协助客人所有预订需求，乐于助人，确保清楚地解释和更新，沟通中称呼客人名字。• Handling reservation and ensure getting all complete names, flight details, method of payment as well as correct contact details. 处理预订，确保获得客人所有客人全名，航班信息，付款方式以及正确的联系方式。• To arrange and organize guest request with other department, ensure that all is in order. 与其它相关部门沟通并组织安排客人的要求，确保准确无误。• To provide accurate information for other department in related to guest preference, time of arrival and departure mentioned on the booking. 把客人的喜好，到达/离店时间等准确信息提供给到相关的其他部门。• Ensure that all enquiries are answered promptly and do necessary remark /highlight for any specific request. 及时答复所有问询，对于客人特殊需求要做好必要的记录/强调。• To update all guest profiles based on Corporate office standard. 根据总部的标准，更新客人的profile。• Cross checking "booking report" and " Expected Arrival report" generated by ACR/GDS/WEB to avoid discrepancies as well as ability to making sure interface is working in order. 检查ACR/GDS/WEB的预定，以避免漏失，同时检查Interface工作是否正常。• Work with Reservation Center closely, in order to make sure guest’s booking going on smoothly. 与预定中心密切合作，保证客人的预定准确顺畅的进行。• To improve and update knowledge of job, hotel facilities in general and be familiar with Aman resorts properties. 提高更新工作相关知识，酒店设施，并熟悉所有安缦酒店。• To work with other Front Office staff to coordinate a smooth operation. 和前厅部同事合作，确保日常运营顺畅。• Communicate with other department on any case to maximize guest satisfaction. 有情况时与其它部门沟通，以提升客人的满意度。• Always up sell room and guest activities to maximize hotel revenue. 房型和宾客活动，使酒店收益最大化。• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily. 礼貌而高效地处理所有客人和内部客人的投诉和询问，并跟进以确保问题得到圆满解决。• Maintains positive guest and colleague interactions with good working relationships. 与客人及同事保持良好的关系。
• Ensures a high level of product knowledge of the hotel and local area. 确保熟悉地掌握酒店及当地的讯息。
• Checks daily arrivals and informs concerned personnel of any missing information. 核查每日到达客人的资料，如有任何遗漏的讯息及时通知相关人员。• Exercises responsible behavior at all times and positively representing the hotel. 始终对个人行为负责，并且积极展现酒店。
• Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division. 为其他员工及来电者提供专业礼貌、关怀备至的高水准的服务。
• Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up. 礼貌并有效地处理客人和员工的询问，对于无法立即处理的投诉和提出的问题，应汇报上级，并迅速跟进及时反馈结果。
• Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications. 负责为酒店内外，员工和客人之间提供灵活、高效地沟通与交流。
• Confidently operates switchboard consoles, and associated computer equipment in accordance with departmental procedures. 根据操作程序，对总机交换台，和相关的电脑设备运用自如。• Connects local and international calls quickly, courteously and accurately. 快捷、礼貌和准确地为本地及国际电话进行转接。• Handles wake-up calls as requested with accuracy, whether they are automatic programmed or personal wake-up calls. 按要求提供准确的自动或人工电话叫醒服务。• Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion Provide buggy car service for all in house guest. 熟练地应对各种紧急情况。在遭遇严重事件的状况下，保持冷静的头脑、警惕的神经和专业的判断力，并能高效地进行处理。
• Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets. 维护有条不紊的工作环境，尽可能保持最小的背景噪音和谈话音量，以免噪声通过耳麦传递出去。
• Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and Activities in and around the island. 为客人及员工提供优质的接线服务，及尽可能多的酒店周边地区的相关信
。• Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty. 汇报并记录当班时间所发生的各种问题，并将所有信息通知至下一班次的员工。
• Accepts and relays messages for guests and hotel personnel. 接收并传递信息给客人及酒店员工。
• Projects the image of courteous, friendly service at all times. 始终保持礼貌和友好的服务形象。• Answers and connects all incoming calls from both in and out of house. 应答并转接所有内部及外部电话。• Coordinates with Concierge and Front Desk with pending messages, faxes, etc. 协助礼宾部和前台处理未尽的留言、传真等。• Be fully conversant in all aspects of Food and Beverage outlets in order that all guests’ queries can be handled efficiently and courteously. 熟悉餐饮方面的知识，以便于高效和礼貌的回应客人的询问。• Provides general information to guests when necessary. 必要时为客人提供信息概况。• Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times. 确保所有的预定、点单及等要求的准确，并快捷地传递给相关的部门。• Reports to supervisor and Duty Manager on any guest complaints. 向主管和值班经理汇报所有客人的投诉。• Updates the Notice Board. 更新布告板的信息。• Reads the logbook, and communicates with colleagues and supervisor. 阅读交接班纪录，并与同事和主管进行沟通。•Transfers outside calls to either guests, or hotel services/facilities. 转接外部电话至客人或酒店的服务部门/服务设施。• Carries out any other reasonable duties and responsibilities as assigned Check with staffs to ensure their uniform is in order, and that they are groomed according to Aman Resort policy. 完成其他合理分配的职责和任务，检查部门员工,确保他们的制服和仪容仪表都符合安缦酒店的标准。• Responsible for Operator fixed assets inventory in accordance with Fin. To ensure its correctness. 根据财务要求的时间表负责总机固定资产的盘点并确保其正确性。• Follow up and submit for monthly report. 跟进并提交月度报告。• Establish monthly training plan and conduct training for staffs. 制定月度培训计划并负责培训员工。• Fully familiar with the hotels Fire and Emergency evacuation procedures and ensures that the importance of Guest Safety and Security is followed by all staff. 要熟知酒店发生火灾和意外事件时客人的疏散程序,并确保所有的员工都意识到客人安全的重要。
