1.
Be
a good team model, keep
a strong relationship with guest, responsible for the Guest Voice scores on problem resolution.
成为部门好典范，与客人建立良好的关系，为宾客满意度调查中，解决问题的分值负责。
2.
Responsible
for training and development of Front Office associates, ensure they are hospitality, outgoing and customer
service-oriented.
负责培训和发展前厅部员工，确保他们殷勤待客，外向活泼和以提供优质服务为本。
3.
Responsible
for the smooth, efficient and professional operation of Front Office.
确保前厅部的工作能够顺利、高效、专业地运作。
4.
Monitor
and prepare monthly Guest Service Manager reports which requested by Front Office Manager.
督导并准备前厅部经理要求的宾客服务经理月度报表。
5.
Be familiar with cultural differences to meet
guest's specific needs and requirements.
了解客人的文化差异以便提供周到的服务。
6.
Coordinate
among all departments, provides warm welcome and detailed service to hotel
guest.
与所有部门通力合作，为客人提供友好、优质、周到的酒店服务。
7.
Cooperate,
coordinate and communicate with other departments as required.
根据需求与其他部门尽心合作协调和沟通。
8.
Supervise
all the Front Office associates.
督导前厅部全体员工。
9.
Ensure
that all Front Office associates are implement
to all hotel policies, procedures and standards while striving towards total
guest satisfaction, ensure that all of them are working in a professional
manner and attitude.
确保前厅部员工完全遵从酒店的政策，工作流程和标准以保证完全的客人满意，确保员工专业的工作方式及态度.
10.
Maximizes
every opportunity to increase hotel transportation and room upselling revenue.
抓住一切机会最大化酒店车辆收入以及房间升级促销收入。
11.
Handle
high balance guest, assist Front Desk with the payment master rooms including pending account.
处理超额消费客人，协助前台跟进假房，包括待解决账目。
12.
Arrange
amenities and coordinate delivery time of amenities to VIP with Room Service,
ensuring timely delivery.
为VIP客人安排房间礼品并与送餐部协调送达时间并确保及时送达。
13.
Inspect
Front of the House and Heart
of the House
regularly for cleanliness.
定期检查前线区域和后台区域的清洁状况。
14.
Be
a good team model, lead Front Office associates focus on details, anticipate
and fulfil guest need, create memorable experience for hotel guest.
成为部门好典范，带领前厅部员工关注细节，预见并满足客人需求，为酒店客人创造难忘体验。
15.
Report
any unusual occurrences to the Front Office Manager immediately.
如果有任何异常情况立刻向前厅部经理报告。
16.
Have
Opera and Marsha skills, be able to check in and check out and handle reservations when needed in Marsha.
掌握Opera和Marsha系统，能够为客人办理入住、离店手续，能够在Marsha系统中处理有关客人预定的事宜。
17.
Organize
and conduct Front Office daily stand up meeting.
组织前厅部的每日例会。
18.
Be
knowledgeable about the hotel product and local information.
熟悉掌握酒店产品知识，包括本地信息。
19.
Be
well know the Frequent
Guest Program, the VIP Program, ensure that the above-mentioned guests are
receiving the high level service that they deserved.
熟悉酒店的常客计划，VIP客人接待程序等工作流程，确保以上重要客人得到他们应享受到的高品质服务。
20.
Be
well know all emergency procedures and be able to act upon emergency.
熟悉所有应急程序并且能够在紧急情况发生时按规定予以实施。
21.
Ensures
all operating equipment in Front Office in good working condition.
确保前厅部所有的操作设备正常运行。
22.
Have
plans and actions in place to meet target
and mission of the company and the hotel.
所订计划及所做事宜需满足公司及酒店的目标和任务。
23.
Collect
all guests’ feedback and pass the information to Front Office Manager to
improve our service standard.
收集所有的客户反馈信息，并将这些信息交给前厅部经理查看以提高我们的服务水平。
24.
Maintain and update Frequent Guest Program and VIP Guest Program.
维护并更新回头客计划和贵宾计划。
25.
Supervise
Front Desk associates, ensure Marriott Bonvoy new enrollment and existing members’ information
are properly entered in Opera for data upload.
监督前台员工，确保万豪旅享家新会员和已存在的会员信息输入到Opera中并将数据上传。
26.
According
monthly Marriott Bonvoy
enrollment goal set up daily goal to every Front Desk Agent.
根据月度会员引入目标，为前台员工设立每天会员引入目标。
27.
Daily
check the previous day’s enrollment
report, make sure every new enrolled member is qualified.
每天检查前一天的会员引入报表，确保新加入的会员都是合格的。
28.
Inspect
the cleanliness of the lobby,
Front Desk area and Concierge area frequently, check VIP rooms prior to arrival.
频繁关注大堂，前台区域及礼宾区域的整洁度，并检查即将抵店的贵宾房间。
29.
Monitor
the Front Desk associate check in and check out process, ensuring meet to hotel standards.
监督前台员工的办理入住和退房程序，确保与酒店标准符合。
30.
Monitor
safe deposit box procedures, audit accuracy of cards with proper signatures, make an inventory safe deposit key
regularly.
监控保险箱程序，审查保险箱卡片有客人准确的签字，定期盘点保险箱钥匙。
31.
Work
closely with Housekeeping to ensure accurate status of each room.
与客房部密切合作，确保每间房间的准备状态。
32.
Preview
resumes for arrival groups, organize and coordinate master accounts, check in/pre-registration procedure, than share to all
Front Office associates.
提前查看抵达团队的信息，组织协调主账房, 入住登记的程序, 并将信息分享给所有前厅部所有员工。
33.
Daily
PSB check, make sure every check in guest profile has been key in to the PSB system correctly.
日常检查PSB，确保每一位入住客人的信息都被准确的输入PSB系统。
34.
Review
guest comments at TripAdvisor/Ctrip website daily, share all the comments to
Front Office team, make action plan to make sure high score and first recommend
hotel at the third-party
website in Xiamen city.
每天在猫途鹰/携程网站上查看客人对酒店的评论，并且向前厅团队分享此些内容，制定行动计划，在第三方网站上，确保酒店保持高分数并成为厦门首选推荐酒店。
35.
Analyze
and approve discounts and rebates.
分析和批准相应的折扣和冲减。
36.
Be
able to handle overbooking situation.
能够处理房间超额预定的情况。
37.
Check room rate daily, make sure there is no any mistakes caused by Front Desk associates that because of
wrong operating in system.
每日检查房价，确保没有由于前台失误的系统操作而引起的错误房价。
38.
Check room discrepancy report daily, ensure there is no any skipper or any mistake check in by Front Desk
associates.
每日检查房间差异报表，确保没有逃账客人或前台员工错误操作入住。
39.
Daily
check complimentary room report, make sure every complimentary room have
related supporting document.
每天检查零房价报表，确保每一间零房价的房间都有相关支持文件。
40.
Review
the previous day's occupancy and room revenues, resolve discrepancies with
Finance department.
回顾前一天的酒店入住率及房间收入，并与财务部解决差异问题。
41.
Make sure all equipment in hotel maintain in a good
working condition (especially Lobby area).
确保酒店所有设备保持良好的工作状态（尤其大堂区域）。
42.
Perform related duties and special projects assigned
by Front Office Manager.
执行有关联的职责并完成前厅部经理分派的任务。
43.
Be well groomed and conform to the hotel's dress
code and deportment.
良好的仪容并遵守酒店的行为举止要求。
44.
Be
informed about daily operations and events.
了解日常运营情况及相关事宜.
45.
Be
highly presence in the lobby and connect with guest.
高频率出现在大堂并跟客人建立联系。
46.
Know all frequent customers and be familiar with their
special request, ensure that their needs are met.
认知所有的常客并熟悉他们的特殊喜好，确保他们的需求得到满足。
47.
Develop
a thorough knowledge about all brands
in Marriott International.
对万豪旗下的所有品牌有充分地了解。
48.
Be
familiar with cultural differences and know correct behaviour for each culture,
also know the different protocols and etiquette.
了解文化差异并且对于拥有不同民族文化的客人均能保持良好的举止行为，了解不同的礼仪礼节。
49.
Be
knowledgeable about all emergencies plans and know how to act upon them.
熟知所有的应急预案并会操作。
50.
At
all times strive to represent Marriott in the most professional and courteous
manner.
任何时候都应该以最专业及最礼貌的举止来展现万豪的风采。
51.
Maintain
safety by implement safety
regulation, being responsible to report all
accidents immediately.
执行安全规章制度政策，负责及时汇报所有意外事件。
52.
Support
all safety programs, proceed with caution when walking on slippery floors.
支持所有的安全程序，在光滑地面上行走时要十分小心。
53.
Ensure
proper safety instructions are given before operating any equipment.
在操作任何机器设备时确保有安全指导。
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