• 节日礼物
• 技能培训
• 岗位晋升
• 美女多
• 帅哥多
• 领导好
• 管理规范
• 人性化管理

  Major Functions 
主要职责
•	Reports to Front Office Manager.
向前厅部经理汇报工作

•	Well versed on all Brand Standard requirements for Front Office and related areas.
熟悉前厅部及相关部门的集团标准要求。

•	Serves as the hotel Manager on Duty and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided.  Represents hotel management in resolving any guest or hotel related situation.  Manages the flow of questions and directs guests within the lobby.  Serves as Guest Relations Manager and handles the tracking of service issues.
作为酒店经理需尽职尽责，须监管酒店的运营情况，提供高品质服务。代表酒店管理层解决客户或酒店相关事宜。解答问题，在大厅里引领客人。作为客户关系经理，处理服务中遇到的纠纷。

•	Directly responsible for front desk supervisors, front desk clerks, rooms controllers, lobby greeters to strive towards total guest satisfaction. 
直接负责前台主管、前台接待、房控员几大堂接待，从而提高服务质量，使客人满意

•	Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. Needs to be able to perform in all front of house functions. 
确保所有员工都遵守酒店的政策、标准、流程及准则。需能够履行所有职责

•	Responsible for hiring, training and development of all associates working for the guest relations area. 
负责客户关系区域里员工的招聘、培训、及员工职业发展

•	Assist the front office manager in all areas to ensure a correct and smoothly-operating department.
协助前厅部经理的工作，确保工作能够正常、顺利地运行

•	Act as point of contact to arrange and organize guest stay. Act as role model for fellow associates and assure service quality meet brand standard. Create welcome hospitality and professional atmosphere in your area to ensure total guest satisfaction.
作为安排和组织客人入住的关键人物，需给员工做出榜样，确保服务质量达到酒店的品牌标准。在所带领的团队中，营造出热情、专业款待客人的氛围，以确保客人能够满意。

•	Have knowledge of local areas and be informed at all times about cultural, historical attractions as well as their locations and hours of operation. 
对当地有充分的了解，特别是要清楚当地的文化、历史名胜，及它们的所在地和营业时间

•	Be sure to spend time in public areas during busy time in order to take care of guest requests.
为了照顾到客户的需求，在繁忙时也要花时间顾及公关方面

Specific Duties 
具体职责
•	Responsible for the smooth, efficient and professional operation of all front office areas. Ensure good communications among departments.
确保前厅区域的工作能够顺利、高效、专业地运作。确保各部门间的良好沟通

•	Ensures that all procedures and policies are in place and followed. Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate. 
确保能够遵守所有的规章流程和法规。定期管理审计帐目，如果出现什么不合法的现象要与会计及时沟通，适合的时候也可以与领导及顾问联系

•	Ensure proper check-in/ out procedure are followed. Strictly follows bank-out procedures and cash handling procedures. Be familiar with sales strategy, ensure No Further Rate guarantee
很好地遵循登记入住及退房流程。严格遵守银行支取流程和现金处理流程。熟悉销售策略，确保“最优惠价格保证”

•	Ensure Confidentiality of User Log-ons. Ensure that Front Desk users are logged out when leaving the area.
对计算机用户登陆（程序）要保密，离开前台时，要确保已退出登陆

•	Responsible for Rooms Controllers daily tasks being followed and reviewed. Appropriate and accurate room blockings are being indicated on a daily basis. 
负责房控员日常工作的完成及核对，每天正确地标注出锁过的房间

•	Responsible for training and hiring newly hired associates in guest relations area. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. 15 minute daily training is required. 
负责客户关系工作区域的员工培训及新员工的招聘。确保日常培训中应该包括技能培训、礼仪、沟通培训、管理培训以及组织技能的培训。每天需培训15分钟。

•	Ensures that recognition programs for both guest and associates are in place and working. Responsible for all repeat guest special requests, lead front desk team to follow through and ensure guest has an enjoyable stay. Establish system in place for repeat/rewards/VIP guest recognition program. Being able to contribute and lead front desk team to participate in up sale program. 
•	确保客人及员工识别系统能够正常运行，满足回头客的特殊要求。带领前台员工坚持工作，并确保客人在酒店能过得愉快。建立回头客、回馈客人、VIP客人识别系统，能够促使并领导前台员工加入销售体系。

•	Directly responsible for Marriott Rewards Sign-up program. Responsible of establishing the game plan; ensure rewards sign- up rates and activation rates meets brand goal. 
直接负责万豪礼赏会员注册，并设立礼赏会员注册奖励计划，确保礼赏会员注册率和活动率达到集团目标。
•	Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours. Being able to effectively and adequately make department schedule. 
•	根据预算有效控制成本，确保已经建立了能够掌握成本和工作小时的控制体系。能够有效地制定出部门计划表

•	Initiates additional tasks to improve existing procedures and guest satisfaction.
•	完成额外的工作任务，以提高现有的工作速度及客户满意度

•	Resolves system problems and can operate the system manually. Can lead the staff through a down time. 
•	能够解决系统问题并操作该系统。能够领导员工坚持工作

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