1. Report to Front
Office Manager.
向前厅部经理报告。
2. Well versed on all
Brand Standard requirements for Front Office and related areas.
熟悉所有前厅部以及相关区域的所有品牌标准。
3. 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 Service Manager and handles the tracking of service
issues.
作为酒店当值经理需尽职尽责，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。作为宾客服务经理，处理服务中遇到的纠纷。
4. Overall
responsibility for ensuring that all VIP and Bonvoy Members receive entitled
benefits according to policy and procedures.
根据标准和程序，全面负责所有贵宾和万豪旅享会员享受的福利。
5. 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。
6. Assist Front Office
Manager for hiring, training and development of all associate.
协助前厅部经理负责员工的招聘、培训、及员工职业发展。
7. Assist the Font 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。
8. 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。
9. 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。
10. Be sure to spend
time in public areas during busy time in order to take care of guest requests.
确保在繁忙时段出现在公共区域，随时满足客人需求。
11. Responsible for the smooth, efficient and
professional operation of all front office areas. Ensure good communications
among departments. Ensure daily operation is smooth and is manned by sufficient
manpower at all times, with a strong focus on Customer Service. All associates should show genuine
appreciation when greeting a guest at all times (especially during check in and
check out) and that all scripting is followed per the Arrival/Departure Ritual
Program.
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。时刻确保部门配以充足有效的人力，领导部门的日常运转顺利平稳的进行，特别关注对客服务。真诚热情地问候客人（特别是入住和退房时），遵循入住退房程序的所有标准。
12. Using assets wisely and those assets should
not be wasted. Be responsible for
hitting budgeted guidelines with a control system in place.
善用资源，杜绝浪费。建立控制系统以达到指导目标。
13. 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。
14. Ensure proper check-in/ out procedure are
followed. Strictly follows bank-out procedures and cash handling procedures. Be
familiar with sales strategy, ensure Look 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”。
15. Resolve guest complaints in a timely manner
and LEARN process, co-ordinate with other department when needed, ensure to
achieve highest guest satisfaction throughout efforts.
迅速的使用LEARN程序处理客人投诉，有必要时可以其他部门协调，确保取得最高的客人满意度。
16. Responsible for room inspection of all VIP
guests.
负责检查所有贵宾房间。
17. Ensure all VIP check-in and Checkout
procedures are followed including limousine pickup, notification of Excom for
greeting upon arrival…etc.
确保所有贵宾入住和退房程序，包括接机、通知高级行政迎接等。
18. Ensure all Repeat/ Platinum/Gold
members/guests pictures are collected and distributed to all front line
departments. Also TOP VIP guest’s pictures and profiles are also required to
communicate with other front-line department.
确保收集所有回头客 /万豪白金卡/金卡会员的相片，及传递给多有前线部门。同样贵宾照片及信息也必须传达给各部门。
19. Ensure Confidentiality of User Log-ons.
Ensure that Front Office 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。
20. Ensure that the Rooms Controller’s daily
instructions are being followed and reviewed by guest services staff.
确保跟进房控员提供的每日信息。
21. 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.
负责宾客服务部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。
22. 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。
23. Responsible for ensuring Marriott Rewards
Sign-up program is followed within the Guest Services department.
遵循并执行万豪礼赏会员注册程序。
24. 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。
25. 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。
26. 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。
