Job Summary – (Role Summary)
工作概述﹣(职位概述)
Responsible for planning, organizing, leading, supervising, co-coordinating, auditing and participating in the activities of Front Desk personnel.
负责计划，组织，领导，主管，协调，审核和参加前台员工的日常工作。
Essential Duties and Responsibilities – (Key Activities of the role)
主要职责﹣(职务的主要工作)
Supervises, co-ordinates and participates in the activities of the Front Desk staff such as:
主管，协调并参与前台员工的日常工作，如：
•rooming guests
为客人分房
•controlling and handling guestroom keys, messages, mail
控制和处理客人房间的钥匙，信息和信件
•giving out information
提供信息
•keeping and up-to-date minute inventory of rooms for room sale
及时更新房间情况以便销售房间
•maintaining relevant records for statistical report
保留相关记录以备统计报告
•maintaining accurate file of guest history/registration cards
保留准确的客人历史/登记卡的档案
•accuracy of room rack and the alphabetical rack
提供准确的客房入住率
Ensures that the activities of all Front Desk staff are performed on the basis of established procedures and standards.
确保所有前台员工的日常工作根据拟定的程序和标准进行。
Ensures correctness of information in guest folio, i.e. bills, room rates etc; initials them.
保证客人编码，电子账单，房价等信息的准确性。
Ensures that guest needs, inquiries, complaints are properly handled and accommodated.
确保客人的需求，询问，投诉适当处理和调解。
Checks list of arrivals for the day, takes note of VIPs and other special instructions and requests and implements them.
监察每天的到达客人名单，记录下贵宾客人和其他特别指示或要求并根据要求完成
Co-ordinates closely with Housekeeping in keeping-up with the status of the guest rooms; maintains proper functioning of room status systems.
与客房部密切合作留意客人的房态，适当操作房态系统。
Reconciles room status report of Housekeeping with that of Front Office, advises Guest Service Manager of any discrepancy.
将客房部的房态报告与前厅部的比较，一旦有任何差异通知宾客关系经理。
Advises Housekeeping, Room Service, Telephone and other affected departments through proper form or by telephone of all check-ins and checks-outs, cash basis and advance payment registrations, rate and so on.
以适当方式或通过电话通知客房部，客房服务部，电话和其他有关部门所有客人登记入住和结账的情况，付现金和预付金登记，房价，等等。
Authorizes room or rate changes, paid-outs, rebates, cash advances, release of airline crew allowance, 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，机场费用，欠账处理，转账账单处理等等。
Performs other related duties and special projects as assigned by superiors.
完成其它上级领导布置的工作。
2. REQUIRED QUALIFICATIONS
资格
Required Skills –
技能要求
Must be familiar with Front Office operations
必须熟悉前台系统的操作
Personable and charming
气质良好
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
Familiar with hotel guest policies, facilities and services, and front desk specifications
通晓酒店各项对客政策、设施设备及服务种类以及前台工作规范
Qualifications
学历
College graduate
大学专科毕业
Experience
经验
At least 3 years’ experience in a hotel of international standard
至少3年以上在国际标准酒店工作经验
