前台主管的工作职责为负责前台的日常工作,确保他们为宾客提供自信的服务并有效地回复宾客的需求. 依照部门的标准和程序服务宾客争取超越他们的期望. 前台主管必须传递工作重点使团队达到GSI,CSI,KPI以及财务目标. 必须销售酒店更好房型和其他酒店产品从而提供酒店收入和宾客体验以及挖掘酒店潜在收入。
PRINCIPAL RESPONSIBILITIES 主要职责
Work alongside guest contact colleagues
ensuring the delivery of on brand guest service with poise。
与对客同事紧密合作确保向宾客提供符合品牌要求的服务体验.
Execute job tasks according to the
pre-defined standards & procedures and in compliance with the company
employment handbook.
根据拟定的规定条例以及公司员工手册执行其职责范围内的工作。
Ensure Front Desk area up to standard and
all operating equipment is well-maintained.
确保前台区域符合标准,所有营运设备运作正常.
Demonstrate honesty, reliability,
ethics, and professionalism; demonstrate consistency between words &
behaviour.
展现诚实，可靠，规范及专业的工作礼仪。
Build positive and productive working
relationships with customers, subordinates, peers, superiors, business
partners, and the community; encourage this behaviour in others.
与宾客，下级，同级，上级，合作伙伴及社区建立正面及有效的工作关系。并鼓励其他同事也依照此行为准则。
Accept personal responsibility and
accountability for achieving results within targeted timelines; ensure
clear authority and accountability for results by others.
在规定的时限内承担相应的责任及义务从而完成任务。并清晰其他职务的权限及责任。
Ensure all tasks are carried out
accurately, efficiently and within the allocated timeframes for each task.
All tasks must be closed in the FCS system once completed.
在指定的时间内准确,有效地执行每一个任务.一旦完成后,所有任务都必须在FCS系统中被关闭.
Be fully knowledgeable about the hotel
facilities, functions and local area information.
熟知酒店设施,功能及当地区域信息.
Ensure a smooth co-ordination between
the individual sections of Front Office and Rooms Division.
确保与其他前厅各部门及房务部建立良好的合作关系。
Liaise and work closely with other
departments to resolve any operational issues.
与其他部门保持紧密联系和工作从而解决日常营运遇到的问题。
Promote the free flow of information;
encourage the open expression of ideas and opinions.
促进信息的流通，鼓励开放的思想和看法。
Work collaboratively with others to
achieve common goals and objectives; serve effectively in both team member
and team leader roles; promote collaboration & teamwork in others.
共同协作以达到共同的目标和目的。有效展现团队成员及团队主管的角色，促进协作。
Ensure all team members report to work
on time as scheduled.
确保所有团队同事按照安排准时上班.
Complete the performance appraisal
process for colleagues as required, and ensure all appraisals have clear
and accurate feedback and SMART objectives for the next 6 – 12 months.
完成员工表现评估，确保所有的评估都得到清晰准确的回馈，并能客观地制定跟进计划。
Knowledge of and educate others about
how one's work aligns with the overall business/brand strategy, and
ultimately shareholder value.
指导其他同事如何工作从而与整体业务与品牌战略保持一致，最终体现股东价值。
Understand the meaning and implications
of key internal and external financial indicators.
理解内部和外部财务指标的意义及影响
Add value through operational efficiency
through process improvement; understand and focus on the key drivers of
sales, colleague and customer satisfaction, profitability, and quality.
通过收入的增长和有效的运作提升价值；理解并关注销售，同事和宾客的满意度，收益和质量的关键。
Be familiar with hotel emergency
procedures e.g. fire alarm and take charge during emergency situations.
熟悉酒店对于紧急情况的程序，例如：遇火警时负责紧急情况的处理。
Perform accurate registration of
arriving guests according to the hotels standards & procedures and
guest reservation information and preferences.
遵循酒店规定，宾客预定信息及喜好，准确地为入店宾客提供入住登记手续。
Perform accurate cashiering duties for
departing guests according to the hotel standard & procedures while
using and balancing their individual house bank.
遵循酒店关于收银员管理个人备用金的规定，准确地为离店宾客办理结账业务。
Up sell and cross sell of hotel rooms
and facilities to maximize revenue.
推销酒店其他房型及其他产品从而增加酒店收入。
Conduct foreign currency exchange for in
house guests.
为住店宾客提供外币兑换业务。
Handle pre-block room for VIPs or other
special attention guests.
处理VIP客人及其他需特殊照顾宾客的提前入住登记工作。
Attend to all guest enquiries with poise
in a helpful and professional manner.
用乐意和专业的态度应答宾客所有的询问。
Be familiar with hotel room
configuration, all special rates & programs and the 1865 Program.
熟悉酒店房间形态，所有优惠价和促销活动以及1865会员内容。
Understand the hotel PMS in regards to
Front Desk operation.
理解酒店使用系统中有关前台营运的知识。
Attend daily shift briefing and be fully
aware of the on-day room’s situation.
参加每日例会并全面了解当日房态情况。
Handle city ledger payments.
处理挂账。
Handle on day walk in reservation requests.
处理无预定宾客前来登记及宾客的其他要求。
Update guest profiles accurately in the
hotel PMS and registration cards.
准确地在酒店系统中更新宾客的资料以及填写宾客入住登记卡。
Work closely with other departments to
ensure a seamless service flow for the guests to maximum guest
satisfaction.
和其他部门紧密合作以确保为宾客提供无可挑剔的服务从而提高宾客满意度。
Understand their role in an emergency
situation in the hotel.
理解在酒店遇到紧急情况时应充当的角色。
Attend assigned training sessions on
time and as scheduled.
依照安排准时参加培训课程。
Ensure attendance to work is on time as
scheduled.
按照班表安排准时上班。
Work over night shifts as required.
根据需要出勤夜班。
Maintain the tidiness of the Front Desk
and replenishment of stationery and other collateral items.
保持前台整洁，及时补充文具和其他用品。
Balancing of all cashiers’ cash float at
the end of each shift. Any discrepancy must be immediately reported to Duty
Manager/Front Desk Manager.
每个班次结束后确保现金无误。任何差异必须及时向当班大堂经理或前台经理汇报。
Basic clerical or administrative work.
基础的行政或文员的工作。
Perform other duties as assigned by the
management.
在管理层的安排下承担其他工作职责。
REQUIREMENTS 职位要求
Education 教育学历
Certificate / Diploma
酒店管理类证书/学历证明
Experience 经验
Two years working experience, preferably in
hotel industry
两年相关的酒店工作经验
Job Skill / Knowledge 工作技能 / 知识
Out-going personality
性格开朗
Good communication skills
良好的沟通技巧
Office administration experience
办公室行政经验
Computer Knowledge 电脑知识
Knowledge of MS office software
相关办公自动化知识
Opera PMS
酒店Opera系统
FCS
FCS系统
Language Proficiency 语言能力
· Goodcommand of English and Mandarin, other languages would be beneficial.
良好的英语及普通话掌握能力,其他语言掌握者优先考虑。
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