JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.  协助前厅部经理管理前厅部的日常工作并监督员工的工作 Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.  Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.  前厅部的区域包括行李员/门童、总机和宾客服务/前台。指导并与经理和员工一起执行程序，确保高效的入住和退房流程 Ensures guest and employee satisfaction and maximizes the financial performance of the department. 确保客人和员工的满意度，最大化部门的财务绩效。 CORE WORK ACTIVITIES 核心工作 A.         Maintaining Guest Services and Front Desk Goals 维护客人服务和前台目标 ·         Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. 管理日常运营，确保质量、标准和满足客户的期望。 ·         Develops specific goals and plans to prioritize, organize, and accomplish your work. 制定具体的目标和计划来确定优先级、组织和完成你的工作。 ·         Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. 处理投诉，解决争端、不满和冲突，或与他人协商。 ·         Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. 监督员工编制，确保客人服务、运营需求和财务目标得到满足。 ·         Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. 确保与员工进行定期的沟通，以建立对业务目标的认识和沟通预期，确认绩效，并产生预期的结果。 ·         Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. 理解部门运作对酒店整体财务目标和目标的影响，并努力达到或超过目标。 B.         Supporting Management of Front Desk Team 支持前台团队的管理 ·         Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. 运用人际关系和沟通技巧去领导、影响和鼓励他人；提倡健全的财务/业务决策；展示诚实、正直和以身作则。 ·         Encourages and building mutual trust, respect, and cooperation among team members. 鼓励和建立团队成员之间的相互信任、尊重和合作。 ·         Serving as a role model to demonstrate appropriate behaviors. 作为展示适当行为的榜样。 ·         Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. 监督和管理员工。管理所有的日常运作。了解员工的工作岗位，能够在员工缺席的情况下履行职责。 ·         Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. 与员工建立并保持开放、协作的关系，并确保员工在团队中也这样做。 ·         Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager. 在前厅部或前厅部副经理缺席的情况下，监督前厅部的所有工作。 C.         Ensuring Exceptional Customer Service 确保卓越的客户服务 ·         Provides services that are above and beyond for customer satisfaction and retention. 提供超越客户满意度和保留客人的服务。 ·         Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. 通过对员工的沟通和协助理解客人需求，在需要的时候提供指导、反馈和针对个人的指导来改善服务。 ·         Responds to and handles guest problems and complaints. 处理客人的问题和投诉。 ·         Sets a positive example for guest relations. 为客人关系树立积极的榜样。 ·         Empowers employees to provide excellent customer service. 授权员工提供优质的客户服务。 ·         Observes service behaviors of employees and provides feedback to individuals. 观察员工的服务行为，并向员工提供反馈。 ·         Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. 与客户沟通，获得关于产品质量、服务水平和整体满意度的反馈. ·         Ensures employees understand customer service expectations and parameters. 确保员工了解客户服务的期望和指标。 ·         Ensures employees understand customer service expectations and parameters. 与客人沟通，获得关于指标和服务水平的反馈。 ·         Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. 在部门会议中强调客人的满意度，并注重持续改进。 D.         Managing Projects and Policies 管理项目和政策 ·         Implements the customer recognition/service program, communicating and ensuring the process. 执行客户认可/服务程序，沟通并确保流程。 ·         Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. 培训员工并监督所有信贷政策和程序的执行情况，以减少坏账和减免。 ·         Supervises same day selling procedures to maximize room revenue and control property occupancy. 监控当天的销售程序，最大限度地提高客房收入和控制酒店入住率。 ·         Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. 监督前台的日常工作，确保所有政策、标准和程序的执行。 ·         Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. 确保酒店政策得到公平和一致的管理，纪律程序和文件按照标准和当地操作程序(SOPs和LSOPs)完成，并支持同行评审过程。 ·         Follow all company policies and procedures according to cash handling and revenue recording. 遵守公司所有针对现金处理和收益记录的政策和流程。