Job Summary
岗位概述：
In the operation of the Front desk level department.
The Front Desk Manager is required to perform his/her job in a courteous,
safe and efficient manner according to hotel’s internal policies and procedures
and Sheraton brand standards, to ensure a high level of service is maintained.
管理前台日常运作
前台经理要求通过酒店内部的政策以及程序和喜来登品牌标准的要求以礼貌地，安全地，有效的方式执行工作，从而确保保持高质量的服务水平。
Duties & Responsibilities
职责义务：
Review arrival information on a daily basis, VIPs, regular guests, Marriott
Bonvoy guest, long staying guest, groups, special requests etc. Follow up with
relevant department.
每日上岗前查看当日贵宾、常规客人、会员、长住客人、团队客人以及特别要求，并通知有关部门。
1.
Adhere to
complimentary rooms procedures.
坚持免费房程序。
2.
Ensure Front Office
personnel handle guest registration efficiently, promptly and courteously.
确保前厅部员工高效、快速、礼貌地办理客人登记手续。
3.
Be aware of all
establishment credit policies and procedures.
建立完整的信用政策与程序。
4.
Liaise closely with
Finance Department to ensure that credit procedures are properly carried out.
与财务部门建立紧密联系，确保正确执行信用程序。
5.
Responsible for
correct handling of cash, credit cards, foreign currencies, vouchers and
invoices.
负责正确处理现金、信用卡、外币兑换业务、付款凭证以及发票。
6.
Ensure correct
handling of safe deposit boxes.
确保正确使用保险箱。
7.
Maintain a thorough
knowledge of the room rates, discounts, packages, hotel facilities, special
events, etc. and ensures GSA’s knowledge of the same.
熟悉房费、折扣、包价、酒店设施和特殊活动等相关知识，同时确保接待员正确掌握。
8.
Know system recovery
procedures.
了解系统恢复程序。
9.
Coordinate work
operations within the department/ unit/ outlet.
在部门/小部门/服务点内进行协调。
10.
Prevent and resolve
grievances.
避免和调解抱怨。
11. Discipline staff when applicable.
在适当的时候训练员工。
12.
Provide ongoing
advice and support to staff under your supervision.
给予所管辖的员工以不断的建议和支持。
13.
Ensure on-going
departmental training.
保证持续的部门培训。
14.
Manage the delivery
of high quality service to guests.
负责向客人提供高质量的服务。
15.
Deliver high quality
service to guests.
向客人提供优质服务。
16.
Ensure guest needs
and reasonable requests are met.
确保客人需求和合理要求被满足。
17.
Seek opportunities
to continually improve guest service.
不断地寻找机会发展对客服务。
18.
Identify VIP,
regular and long staying guest, develop rapport to offer personalized service
and assistance.
确认贵宾、常规客人和常住客人，并提供个性化的服务与帮助。
19.
Take appropriate
action to resolve guest complaints.
采取合适的行动处理客人的投拆。
20.
Promote the hotel
and Sheraton product and service.
促进销售饭店和喜来登产品与服务。
21.
Maintain a high
level of product and service knowledge in order to explain and sell services
and facilities to guests.
保持高水平的产品和服务的知识,以便为客人解释服务和饭店设施并将这些服务和设施销售出去。
22.
Adhere to the
hotel’s security and emergency policies and procedures.
坚持饭店安全制度、紧急情况处理规定和程序。
23.
Ensure all reporting
and servicing deadlines are met on a timely basis.
确保所有报告和服务都按时完成。
24.
Assist front office
manager in Budgeting, planning and management of front office units.
协助前厅副经理/经理完成预算、计划以及前厅部的管理。
25.
Supervise sales to
guest through the front desk and any action taken that may affect the volume of
business.
通过有效地行动增加前台的销售业绩。
26.
Maintain good
working relations with all departments.
与所有部门保持良好的工作关系。
27.
Familiar with Front
Office Standards and Procedures.
熟悉前厅部工作标准及程序。
28.
Report to management
on deficiencies and irregularities noted in the operation.
向管理层汇报饭店运行过程中的不足和不合理行为。
29.
Maintain a thorough
knowledge of the room rates,discounts, packages,hotel
facilities, special events, etc.
维持对饭店房价、折扣、包价、饭店设施、特别事件的全面了解。
30.
Maintain good
knowledge of all corporate programs.
维持对饭店相关公司計划的高度了解。
31.
Esuring correct
handling, prepares reports and actively participates in enrolling new members.
确保正确处理、准备报告并积极参与发展新会员。
32. Assist in resolving accounting matters, disputes, missing back-ups etc.
协助解决财务问題、争议、丢失的备份等。
33.
Be familiar with
STAR service standards and is guided in daily work by these. Monitors staff
performance continuously in this respect.
熟悉喜来登顾客满意标准并以此作为每日工作的指导。以此为标准不断监督员工表现。
34.
Assist in
departmental training and assessments.
协助部门的培训和评估。
35.
Be alive to new
ideas and system which could benefit the department and hotel.
积极思考对部门和饭店有利的建议和系统。
36.
Obtain guests
feedback.
收集客人反馈。
37.
Handle guest
requests and takes personal responsibility to ensure request is met by
following up with relevant departments.
处理客人要求并通过亲自追踪相关部门负责确保客人的要求被满足。
38.
Maximize greeting
and meeting VIPs, SPG, Regular guests and long staying guests upon arrival and
ensures their allocated accommodation is satisfactory.
尽可能多地欢迎贵宾、优先顾客、常客和长住客人并确保他们满意分配给他们的房间。
39.
Maintain effective
guest relations, builds rapport and offer personalized service and assistance.
维持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助。
40.
Assist Reception
when required, help guest check in, check out, etc.
在必要时协助前台工作，帮助客人登记入住，结帐离店等等。
41.
Discipline staff
when necessary.
约束员工遵守纪律。
42.
Assist with the
preparation of staff rosters.
协助准备员工排班。
43.
Assist with staff
training and development.
协助员工的培训和发展。
45.
Supervise staff performance.
指导员工表现。
46. Seek opportunities to continually improve guest service.
通过记录客人的评论并以此为实践，不断地寻找机会发展对客服务。
47.
Maintain a high level of product and service
knowledge in order to explain and
sell
services and facilities to guests.
维持对产品和服务的高度了解以便于向客人解释及销售服务和设施。
48.
Adhere to the hotel’s and emergency policies and
procedures.
坚持饭店安全制度、紧急情况处理规定和程序。
49.
Be familiar with property safety, current first aid
and fire emergency procedures.
熟悉对财产安全、紧急救护和火警等处理程序。
50.
Ensure a high level of cleaning is maintained in
Executive Lounge.
保持维护所在工作区域的高度整洁。
51.
Abide by the Marriott Care service standard.
在s万豪关爱对客服务标准。
52.
Abide by the Hotel’s Policies and Procedures,
Sheraton Code of Business
Conduct and
the hotel’s Associate Handbook.
遵守饭店的工作政策及程序，遵守喜来登的商业行为规范以及员工手册中的条款。
53.
Carry out other tasks as directed by your
supervisors.
完成你上级交待的其它任务。
54.
Comply with all Corporate and Hotel Standards
and Procedures.
遵守所有公司政策和程序。
55. Follow all company policies and procedures.
遵守所有公司政策和程序
56. Security over bank keys, cash drawers, and
terminal passwords
is adequate to maintain total
accountability for all transactions.
确保保险箱钥匙、现金抽屉和电脑密码的安全性足以维持所有交易的可靠性。
57. F&B managers/supervisors take shift end
readings, and verify cashier banks
and
deposits. Cash deposit drops are on a
"blind" basis.Deposits are either deposited in
the cash machine (if applicable) placed
in a sealed, dual signed envelope. An escort
accompanies the cashier to the drop safe,
witnesses the deposit drop and signs
the drop log accordingly.
餐饮经理 主管 读取班次结束系统读数并核实封收银员备用金和投款。现金投款采用
盲投
机制。投款放要么存入现金处理机（如适用）要么放在一个密封的双方签字的信封中。
有陪同人员陪同收银员去投款，见证投款的过程，并相应地在投款记录上签名。
58. All special promotions involving discounts
and/or coupons are closely monitored to
ensure eligibility and controls are in
place to prevent cash misappropriation opportunities.
Open discount keys in POS are used to a
minimum.
所有涉及折扣和 或优惠券的特别促销活动都必须得到密切管控，以确保其资格及设置了控
制措施，以避免现金被挪用的机会。POS 中的开放折扣按键被最低限度的使用。
59. Each associate in a cash-handing position is
given a unique cashier identifier (or card)in
the PMS and Point of Sale
systems(i.e.MICROSetc.to uniquely identify all cash
transactions by associates. Generic IDs
are not permitted and associates do not share
their uniaue cashier identifier or card
with anvone else
每位接触现金的员工都应该在PMS及POS系统中有一个独立的收银员识别号(或卡)，用以
识别每位收银员经手的业务。共用ID是不允许的，员工不能够与任何人分享自己的收银员
识别号或者收银卡。
Education教育：
University degree in hospitality or related subjects preferred.
具有饭店专业或相关专业大学学历者优先考虑。
Experience经验：
Min. 3
years front office working
experience required in
supervisory
position.
至少三年以上前厅部管理工作经验。
I have read and received a copy of the above description and fully
understand that violation of any of the stated responsibilities and duties is
grounds for disciplinary action.
我已阅读及接收到上述的工作描述。我完全明白违反规定的职责将受到训诫。
立即沟通
