MAJOR RESPONSIBILIES 責任概要 :
Responsible for directing and overseeing operational activities affecting guest relations. In the absence of the Head of a unit, monitors activities of same. Represents management in the important area of guest relations with the primary role as “hotel host”, of personally welcoming as many guests as possible and offering services.
负责管理监督客户关系服务的事宜。在宾客服务的重要区域以“酒店主人”的身份亲自欢迎尽可能多的客人并提供服务。
【岗位职责】
1. Acknowledges turnover by outgoing counterpart of the emergency key and the Assistant Manager’s log book.
通过应急钥匙和大堂副理记事本核对客流量。
2. Reviews log book with departmental heads to check on guest service conditions or to recommend changes on existing practices.
与部门员工一起查询记事本来核实宾客服务的条件或推荐在已有情况下的更改。
3. Receives, records and acts on relays complaints and grievances as well as compliments and
commendations.
接受、记录并处理酒店受到的客人的褒奖抱怨和委屈。
4 Arranges for limousine and photo services for VIPs and dispatches all pertinent information about said persons to company executives concerned.
为贵宾客人安排豪华轿车和拍照服务并将上述客人的相关信息分发至相关的公司主管。
5. Offers assistance and provides needed/sought information to guests and VIPs upon their arrival at the lobby; escorts guests to their rooms and requests them to register in the VIP Guest Book whenever necessary.
提供帮助并在客人和贵宾到达酒店大堂时提供所需信息，在必要时请他们在贵宾客人登记本上登记。
6. Arranges accommodation of overflow guests in alternate hotel(s) and keeps record thereof; arranges for their return to the Hotel the following day or when conditions allow/exigencies require/justify.
为过剩的客人安排就近的酒店食宿并作记录，如果条件允许，安排他们隔天回酒店/紧急处理/证明。
7. Handles questions of charges, investigations of any guest comments and co-ordination with emergency plans.
处理有关费用的问题，调查任何客人的评价，紧急事件处理。
8. Makes rounds/conducts inspections on the lobby, of all but not limited to other guest areas in the interest of security, safety, guest relations, economy/conservation and acts, records, monitors to officer(s) concerned and superior(s) operational activities and unusual occurrences, incidents, irregularities, illegitimate activities and significant events affecting unites/or the Hotel as a whole; handles lost-and-found matters.
在大堂里巡视监督酒店安全、客户关系、经济/对话与行为，不包括客人区域，记 录并监督相关员工指导相关工作及区域或酒店的不寻常的地方和重大事情，处理遗失事件。
9. Authorizes room or rate changes, paid-outs, rebates, cash advances, release of airline crew allowance, acceptance of personal or company checks, assumption of liabilities, “charge to” billing, etc. following or on the basis of established policies, standards and procedures.
对换房进行管理，根据酒店拟定的政策，标准和程序处理退还现金，费用修正，预 付金，机场代表费用，接受个人或公司支票，欠账处理，转账账单处理，等等。
10. Co-ordinates with line departments concerned on discrepancies in room status.
与在房态上有差异的部门联系协作。
11. Does other duties assigned by the immediate superior.
根据即时情况安排其他工作。
Profile of Competency
工作能力:
· Must be familiar with Front Office operations
· 必须熟悉前厅部的操作
· Personable and charming
· 气质良好，迷人
· Verbal and written facility
· 口头表达和书面表达能力良好
· Able to relate with different types of personalities
· 能与不同个性的人交流
· Should be well versed in local city history, places of interest, shopping areas, theatres, etc. for better guest service
· 精通当地城市历史，名胜古迹，购物区，剧院，等等，以便提供给客人更好的服务
Language 語言能力:
· English, Chinese
· 英语，中文
Education 教育:
· Preferably college graduate or equivalent in experience
· 大学专科毕业以上或同等学历
