负责前厅部运作的合理高效及盈利。其中包括：前台，礼宾部，宾客服务经理，宾客服务中心，宾客关系团队。
Responsible for the efficient and profitable operation of front office. These include: Front Desk, Concierge, Guest Service Manager, Guest Service Center, Guest Relations Team.
职责义务：
Duties & Responsibilities:
1.制定程序促进宾客服务改进和员工发展计划，最大程度的提高宾客满意度。
Develop procedures to promote guest service improvement and staff development plans to maximize guest satisfaction.
2.明确前厅员工的岗位和责任，确保工作流程合理。
Clarify the positions and responsibilities of front office staff to ensure reasonable work flow.
3.负责部门运作规划与报告以确保提高強项、克服弱点，从而寻找更大的机会。建立系统监督以便达到部门的目标。
Responsible for operational planning and reporting of the department to ensure improvement of strengths and overcome weaknesses, so as to seek greater opportunities. Establish systematic oversight to achieve departmental goals.
4.确保高标准的工作和服务标准得到维护。
Ensure that high standards of work and service are maintained.
5.确保政策，程序和规定得到正确理解和执行。
Ensure that policies, procedures and regulations are properly understood and implemented.
6.制定程序促进宾客服务改进和员工发展计划，最大程度的提高宾客满意度。
Develop procedures to promote guest service improvement and staff development plans to maximize guest satisfaction.
7.每日查看当日贵宾和次日抵店贵宾信息、常规客人、万豪旅享家顾客、长住客人、团队客人以及特别要求，并通知有关部门落实。跟进相关部门提供准确的服务。
Daily check the information of the day VIP and the next day arriving VIP, regular guests, Marriott home guests, long-term guests, group guests and special requirements, and inform the relevant departments to implement. Follow up with relevant departments to provide accurate services.
8.确保前厅部员工高效、快速、礼貌地处理客人登记。从抵店到进入房间向客人传递优质的服务体验。
Ensure that front Office staff handle guest check-in efficiently, quickly and politely. Deliver a quality service experience to guests from arrival to entry.
9.与当地公安机关建立良好关系，确保入住登记符合当地法律。
Establish good relations with local public security authorities to ensure that check-in complies with local laws.
10.与财务部门建立紧密联系，确保信用政策正确合适地执行。
Establish close liaison with the finance department to ensure that credit policies are implemented correctly and appropriately.
11.负责管理万豪旅享家顾客計划，为会员客人提供杰出的居住体验。
Responsible for managing Marriott's Home Traveler Program to provide outstanding stay experiences for member guests.
12.督促员工记录所有的宾客喜好，要求和投诉，保证这些信息输入客史档案并被用作客人未来的入住。保证客人的需求和合理要求得以满足。
Urge staff to record all guest preferences, requests and complaints, ensuring that this information is entered into the guest history file and used for future guest stays. Ensure that guests' needs and reasonable requests are met.
13.负责前厅部资料和其它相关报告编制，确保所有报告和服务要求按时完成。
Responsible for the preparation of front Office information and other related reports, ensuring that all reports and service requirements are completed on time.
14.负责部门的损益并且每个月对部门的损益作出解释。
Responsible for the profit and loss of the department and explain the profit and loss of the department every month.
15.每月向房务总监上交损益分析表及其它相关报表。
Submit profit and loss analysis and other related reports to the Room Director every month.
16.负责处理预订部下班后的预订。
Responsible for handling post-shift bookings of the reservation department.
17.协助房务总监进行部门战略规划与发展。
Assist the Director of Housing department in strategic planning and development.
18.建立顾客反馈系统，定期向上级汇报。
Establish customer feedback system and report to superiors regularly.
19.负责开发新产品与服务。
Responsible for developing new products and services.
20.按照存货控制程序处理和储存存货。
Handle and store inventory in accordance with inventory control procedures.
21.为部门的运作表现制定标准。
Setting standards for departmental performance.
22.预防和调解报怨。
Prevention and mediation of complaints.
23.按计划执行员工评估和员工发展计划。给予所管辖的员工以不断的建议和支持。实施合适的管理方式给予员工动力和沟通。
Implement employee evaluation and employee development plans as planned. Provide continuous advice and support to the staff under your supervision. Implement appropriate management practices to motivate and communicate with employees.
24.坚持饭店安全制度、紧急情况处理规定和程序。
Adhere to the hotel safety system, emergency management rules and procedures.
25.保持维护所在工作区域的高度整洁。
Maintain a high degree of cleanliness in the maintenance work area.
26.在工作中遵循喜来登对客服务满意标准(GSS)。
Follow the Sheraton Customer Service Satisfaction Standard (GSS) at work.
27.完成你上级交待的其它任务。
Complete any other tasks assigned by your supervisor.
专业知识技能：
Job Knowledge / Skill:
1.具有前厅经理或副经理的运作经验，能够掌握前厅部工作知识并且十分熟悉前厅部日常运行。
Have the operation experience of front office manager or deputy manager, be able to master the working knowledge of front office and be familiar with the daily operation of front office.
2.熟练掌握相关公司计划( 万豪旅享家顾客计划，收入管理方法等)。
Proficient in relevant company programs (Marriott Travel customer programs, revenue management methods, etc.).
3.熟练运用PMS,钥匙卡系统和电话系统的知识，掌握各项功能。
Skilled use of PMS, key card system and telephone system knowledge, master various functions.
4.良好的财务知识，熟悉相关信用政策。
Good financial knowledge, familiar with relevant credit policies.
5.良好的管理技能。
Good management skills.
6.良好的沟通技巧。
Good communication skills.
7.良好的组织以及解决问题的能力。
Good organization and problem solving skills.
8.流利普通话及英文听说能力。
Good organization and problem solving skills.
9.熟练运用OPERA 和 WINDOWS OFFICE 系统。
Proficient in OPERA and WINDOWS OFFICE system.
