• 五险一金
• 带薪年假
• 岗位晋升
• 人性化管理
• 管理规范
• 技能培训
• 员工生日礼物
• 领导好

1.Ensures that all Front Office Standards of Service & Operational Procedures are adhered.
2.Ensure FPC/VIP procedures are being met or exceeded on a daily basis for all FPC/VIP guests.
3.Coordinate the Arrival, Stay and Departure experience for all FPC/VIP guests to ensure a seamless experience
4.Liaise with all key departments to gather the correct information relating to each VIP and high profile FPC guests staying at Fairmont Beijing
5.Communicate relevant information and special requirements to all departments to ensure the expectations of all FPC/VIP guests are exceeded
6.Work directly with the Front Office operation to ensure a seamless experience for FPC/VIP guests
7.Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s and high profile FPC guests
8.Review all VIP and high profile FPC guest arrivals for the next ten days on a daily basis
9.Coordinate with the Front Office and Housekeeping to insure VIP and FPC preferences are consistently met
10.Assist VIP and high profile FPC guests with preparation of activity itineraries and ground transportation when applicable
11.Ensure Front Office and Accounting colleagues are aware of special billing arrangements
12.Perform pre-arrival communication to VIP and FPC guests when necessary to ensure the correct information is obtained
Contact with each VIP and FPC guest during their stay and assist with any needs that arise
13.Ensure all FPC/VIP folios are correct and delivered the night prior to departure; schedule check out services with Guest Services team
14.Review all FPC/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
15.To provide continuity of management in regards to emergency response and crisis handling – ensuring that staff and guests are aware of the situation and appropriate responses 
16.Assists with the coordination of management of the Front Desk, Guest Services, Fairmont Gold, Royal Service and Business Centre Departments while on duty to ensure a smooth operation and the highest level of guest satisfaction.
17.Provides Guidance and motivation to the Front Office Team. 17.Establishes and communicates on a daily basis with the Front Office Team.
18.Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners.
19.Effectively maximizes inventory levels during high occupancy/sold out nights.
20.Organise staff meetings and conduct Colleague Performance Reviews.
21.Ensure all staff is maintaining Fairmont Beijing’s standard of personal presentation and hygiene.
Ensure all shifts are adequately staffed to meet the business demand when doing the staff scheduling.
22.确保在进行职员时间安排时每个班配备了足够的人员，满足业务需求。
23.Liase with the Front Office Training Manager in regards to training for the Front Office staff.
24.Constantly monitor staff’s performance and give feedback.
25.Do spot checks on the reception and cashiers task to ensure that it is being done up to standards.
26.To provide a visual  management presence in the Hotel Lobby
27.To ensure the safe running of the hotel
28.Ensuring, through floor patrols and room checks, that the hotel is operating to the highest standards. Any negatives or errors must be reported to the relevant departments and follow-up actioned.
27.To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement.
28.To be informed and compliant with all forms of hotel systems and technology, Opera. Micros, Internet access, telephones and able to resolve issues
29.To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned
30.To ensure that an accurate Guest logbook, providing a written log of the day’s guest related issues, is maintained to report to General Manager and Executive Team
31.To be fully conversant with the days events and respond promptly to the service needs of guests
32.To be aware of all disabled guests, ensuring that we provide easy and efficient access to the hotel using equipment designed for this process i.e. stair climbing machine and ramp
33.As a trained a First Aider, be able to assist guests and staff in the case of medical emergency ensuring a quick and knowledgeable response
34.To ensure that any arising staff issues are dealt with effectively. Should the staff issue result in gross misconduct, and in the absence of Human Resources, the Assistant 35.Manager has the authority to suspend with the completion of the appropriate paperwork. Human Resources will then follow up
36.To be informed and trained in the resolution of guest IT issues
37.To have an understanding of the Front Office and accounting procedures in order to deal with financial issues and their resolution ensuring guest satisfaction whilst adhering to set procedures
38.Must be able to understand the process of achieving the best possible profitability and maximizing of revenue in Rooms and Food and Beverage Departments.
39.Deputize for the Assistant Front Office Manager and other Front Office section heads when required.
40..Conduct show round of the hotel when required.
 
 
1.确保遵守所有前厅服务运营程序标准。
2.确保遵照对FPC/VI客户的日常服务程序，或超出其服务期望。
3.协调所有FPC/VIP客人的抵达、停留和离开，确保为客人提供完美的体验。
4.联系所有的关键部门，收集关于在北京费尔蒙入住的每位VIP和高级FPC宾客的准确信息。
5.达相关信息和特别要求给所有部门，确保超出所有FPC/VIP宾客的期望。
6.直接与前厅运营机构一起工作，确保为FPC/VIP宾客提供完美的体验。
7.创建每天和每周的工作报告，重点记录即将到访和已入住酒店的VIP客户和高级FPC客户
8.每天审查下个十天内到来的全部VIP和高级FPC宾客。
9.与前厅人员和客房人员进行协调，以确保满足VIP 和FPC的服务需求
10.在适当时候帮助VIP和高级FPC宾客准备活动日程和地面交通。
11.确保前厅和会计部员工了解特殊的收费要求。
12.必要时在VIP和FPC宾客到来前进行沟通，确保获得正确的信息。
13.在VIP和FPC宾客逗留期间进行协调，帮助满足他们的需求。
14.确保所有FPC/VIP客单是正确的，在交班时转交给夜班的相关人员；由客户服务小组负责为客户结算。
15.审查全部FPC/VIP宾客事件，确保相关部门完成后续工作。
16.提供应急反应和危机处理时的连续管理，确保员工和宾客了解现状和适当的反应。
17.帮助协调管理前厅、宾客服务、费尔蒙金尊、皇家服务和商务中心部门，确保经营顺利和最高水准的宾客满意度。
18.指导和激励前厅团队，每天与前厅团队进行沟通。
19.监督团队业务，审查并确保没有忽略会议的细节部门，并担任会议策划人的联络人。
20.当酒店入住率处于高峰状态/或客房售罄时，有效地保持存货的最大化水平
21.组织职员会议和开展职员业绩审查。
22.确保所有职员达到北京费尔蒙酒店的个人仪容和卫生标准。
23.就前厅职员培训联络前厅培训经理。
24.不断地监督职员的业绩并反馈。
25.现场检查接待台和收银台，确保达到标准。
26.为酒店大厅提供可视化管理服务,确保酒店安全运营。
27.通过楼层巡视和查房，确保酒店运营达到最高水准。任何负面事件或错误必须报告给相关部门，并采取后续措施。
28.投诉处理时，根据具体情况和要求，面对面、通过电话和书面，保持管理的连续性。
29.应被告知并遵守各种形式的酒店制度和技术，Opera、Micros、因特网接入、电话，并能解决问题。
30.接班准确、全面，确保记录了所有必需的后续措施并采取了行动。
31.确保准确的客人日志簿书面记录了当天客人的问题，保留并报告给总经理和执行团队。
32.完全了解当天的活动，及时对客人的需求做出反应。
33.清楚酒店入住的所有残疾宾客，确保利用特定设备为他们提供便利的服务，例如爬楼梯设备和斜坡助行装置。
34.作为训练有素的急救员，在出现医疗紧急情况时能帮助客人和职员，确保采取迅速和正确的反应。
35.确保妥善处理任何有关员工的问题。如果处理不当，且没有人力资源部介入的情况下，经理助理有权搁置其文书工作协助解决该类问题。待人力资源部稍后对此进行调查。
36.应被告知客人的IT问题，并训练有素地解决其问题。
37.熟悉前厅和会计的工作程序，以便处理财务问题，并提供其解决方案。按照相关流程处理以上问题，并确保客户满意。
38.必须能掌握实现最大利润和最大化客房和餐饮部收入的流程。
39.必要时，代表前厅副经理和其他前厅科室主管开展工作。
40.必要时引导参观酒店周围。

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