Operational营运管理
§ Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found.遇到客人的投诉或问题，如果不能马上找到解决办法，则汇报给领班/副理。
§ Ensures that guests receive a speedy and efficient check in/ out.确保客人得到快速、高效、准确的入住登记和结帐离店服务。
§ Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance.确保严格遵守酒店的收银程序；所有备用金都要根据财务部设立的政策和程序合理使用。
§ Ensures that the guests’ bill are presented and collected accordingly.确保提供给客人的帐单是正确的，以及收款也是正确的。
§ Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.保证具有营销员的态度，并抓住酒店内的一切销售机会。
§ Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual.根据部门运营手册的标准处理所有抵、离店记录。
§ Adheres to pre-set availability and rate controls.遵守预先定立的可用房安排及房价控制。
§ Ensures a high level of product knowledge of hotel and local area.确保对酒店产品和当地情况的高度了解。
§ Maintains and updates guest history and marketing database as laid down in Front office procedures.按照前厅部的程序保持最新的客人历史及市场数据库。
§ Ensures a high level of customer service is consistently maintained.确保持续高水平的对客服务。
§ Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel.确保前厅部与其它部门高度的配合。
§ Ensures the Front Office Manager or Assistant Manager is kept fully aware of any relevant feedback from wither customers or other departments.确保将任何来自客人或其它部门的反馈及时并准确地汇报给前厅部经理及前厅部副理。
§ To be knowledgeable and promotes/ upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises.确保具有高水平的酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。
§ Promotes Gold Passport programme to potential guests whenever possible.主动向潜在客人推销金护照计划。
§ To be knowledgeable with the various airline frequent flyer programmes.熟知各种航空公司奖励计划。
§ Complies with all hotel policies relating to Front Office.遵守酒店关于前厅部的所有制度。
§ Assists with reservations whenever necessary.必要时协助预订部的工作。
§ Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner.及时处理所有收到及发出的邮件、传真、速递物品及留言。
§ Handles basic Business Centre services when required.需要时处理基本的商务中心服务。
§ Handles keys and ensures Security policies are adhered to.处理钥匙并确保遵守安全制度。
§ Handles foreign exchange according to policies.按制度处理外汇兑换。
§ Performs cashier functions; balances at the end of the shift according to established standards.履行收银员的职责；下班时按照定立的标准点齐款项。
§ Liaises with Concierge/Bell for smooth handling of luggage and transport services. 与礼宾部配合顺畅处理行李及运输服务。
§ Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges.负责将所收款额分至不同的收入帐项，如洗衣及传真费用。
§ Exchanges foreign currencies to any in-house guest.为住店客人兑换外币。
§ Provides guests with cash advances on their credit card.为客人提供信用卡取现服务。
§ Produces authorisation codes from FIT guests’ credit cards.获得散客的信用卡授权密码。
§ Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis.每天通过将登记卡及餐厅帐单存档保持并检查所有架格。
§ Ensures all master folios due to depart have been checked out and have their respective back ups attached.确保检查所有离店客人的帐单并附上相关的账目单据。
§ Responsible for issuing paid-outs and petty cash once Duty Manager’s approval has been received.根据值班经理的批准发出小额现金及零用现金。
§ Responsible for registration and issuing of safety boxes. 负责登记及发放保险箱。
§ Has a thorough understanding of all the services offered by the Hotel.全面了解酒店提供的所有服务。
§ Reads all memos concerning Front Office. 阅读与前厅部有关的所有通知。
§ Ensures the general float contains sufficient change and funds while on duty.当班时确保备用金中有足够基金和零钞。
§ Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing.确保在下班时执行准确及整洁的关闭程序，并点清所有账目。
§ Ensures that the float is balanced before finishing the shift.确保在下班时备用金没有差错。
§ Ensures security of all hotel funds and properties at times whilst on duty. 当班时确保酒店所有基金和财产的安全。
§ Hass a thorough understanding of all cashiering functions in the Hotel’s computer system.完全了解酒店电脑系统的收银功能。 General总则
§ Attends and contributes to all Meetings as required. 按要求出席所有会议并作出贡献。
§ Provides courteous and professional service at all times. 始终提供礼貌且专业的服务。
§ Attends hotel training sessions as scheduled to improve skills and knowledge.根据安排参加酒店及部门培训以提高知识和技能。
§ Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Employee Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.了解关于员工及行业关系的法律、法规，理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
§ Ensures high standards of personal presentation and grooming.确保高水平的个人形象和仪表。
§ Maintains positive guest and colleague interactions with good working relationships.与客人和同事保持基于良好工作关系的接触。
§ Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
