Responsible for the operational efficiency of all frontdesk areas during shift and the service delivery of those areas. Provide timelyand professional check-in/check-out services in accordance with establishedscripting and standards.
负责管理所有前台单位的运营效率和服务工作。根据设定的说明和标准提供及时和专业的入住和退房服务。
- Supervise cashiering activities duringshift including:
在当班期间监督收银活动,包括:
Cash handling and bankingprocedure现金处理和银行业务程序
Dealing with irregularpayments处理非法支付情况
Instructing staff in creditpolicies and facilities就信用政策和设备对员工进行指导
Instructing staff in cashsecurity procedures就现金安全程序对员工进行指导
Carry out debtor control实施应收帐款控制
Prepare reports准备财务报告
Supervise the cashiering system 对收银系统实施监管
- Conducts shift briefings toensure hotel activities and operational requirements are known
进行有效的交接班简报工作,以明确酒店活动和运营要求
- Monitor staff performance andcoach them accordingly. Resolve the problem timely, draft action plan and trackthe result.
监督前台员工之工作表现,相应给出反馈意见,对发现的问题及时纠正并制定相应培训计划,提出改进方案并确保实施。
- Make sure the section conductall SOP, P&P and brand standards with training if necessary.
保证部门运营符合集团要求(集团运营手册、集团政策与程序、集团标准运作程序)必要时进行培训。
- Supervise front officeoperations during assigned shift including
在当班期间监督前厅部运营情况,包括:
- Maintenance of guestinformation。
维护客户信息
- Maintenance of informationabout local eventso
维护当地活动的信息
- Compile occupancy statistics
统计入住情况
- Supervise group bookings
监督团组预订情况
- Assisting with seriouscomplaints
协助解决严重投诉问题
确保所有员工遵循品牌承诺并始终提供优异的对客服务。
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
确保前厅部员工适时的为其他部门员工提供同样优质的服务。
Ensures Front Office associates provide excellent service to internal customers as appropriate.
协助问候并向贵宾和长住客人提供入住登记服务。
Assists in greeting and checking-in VIP and Long Stay guests.
确保所有礼宾部员工和行李员知悉最新的促销信息,规章制度及其他重要信息。
Ensures that all Front Office associates are aware of current promotions, policies and other important information.
确保所有前厅部员工知悉最新的促销信息,规章制度及其他重要信息。
Ensures that all Front Office associates are familiar with the hotel's products and services.
协助推行客人认知计划并更新客史数据。
Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.
礼貌而高效地处理所有客人和内部的投诉和询问,确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
在前厅办公室投入一定的时间, 确保有条不紊的运作并且实现酒店品牌的承诺。
Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise.
保持与顾客和同事之间良好的合作关系。
Maintains positive guest and associate interactions with good working relationships.
确保客人信息的历史记录得到精确的维护,并提前对回头客进行入住登记。
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
与相关部门协作,协调贵宾在店内的各项活动。
Co-ordinates VIP movements with relevant Departments as advised.
协助客房部经理确保客房部流畅及高效的运作,确保员工严格遵守运营手册内所列的的政策和程序。
Assists the Housekeeping Manager in the smooth and efficient running of the Housekeeping department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.
定期主持召开部门沟通会并确保例会和会议切实有效且在必要时进行指导。
Conducts regular communications meetings, ensuring that departmental briefings and meetings are effective carried out.
阅读并更新每日值班记录。
Reads and updates the Communications Log Books.
协调并补充维护设备维修报告和记录。
Coordinates and maintains equipment maintenance reports and records.
确保客房部客房服务员遵循品牌承诺并始终提供优异的对客服务。
Ensures Housekeeping Floor Butlers and Attendants deliver the brand promise and provide exceptional guest service at all times.
礼貌而高效地处理所有客人和内部的投诉和询问,确保问题得到圆满解决。
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.