岗位职责:
Delight Guest和悦宾客
1.Ensure that areas of responsibility are running efficient and effective at all times.
Proper utilization of resources is a must.
保证所有区域的工作都能井然有序，并能充分的利用现有资源。
2.Audits the room rate variance to check for discrepancy.
分析客房价差，检查是否有所出入。
3.Administer inspection of the facility, services and equipment in the responsible areas to make sure they are uncompromised.
视察相应区域的设施设备以及服务，保证他们的质量。
4.Spot check all arrival registration cards and ensures details are entered accurately
抽查客人的入住登记卡，确保准确录入客人资料。
5.Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual.
监督并协助前厅部运营手册的准备及更新。
6.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
7.Maintains positive guest and colleague interactions with good working relationships.
保持与顾客和同事的良好合作关系。
8.Ensures all employees provide a courteous and professional service at all times.
确保所有员工始终提供给客人礼貌、专业的服务。
9.Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
确保所有前厅部员工遵循品牌承诺并始终提供优异的对客服务。
10.Produce and assists in the preparation of annual budgets and operation forecasts; produces regular and special reports; maintains required records and files.
协助并制作年度的运作预算，做好常规以及特殊的报告，并妥善保管报告和文件。
11.Ensures that the Department's operational Budget is strictly adhered to and that all costs are strictly controlled.
严格遵循部门的运营预算，并严格控制成本。
12.Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
确保新技术和设备的运用，在降低系统占用的同时提高生产力。
13.Communicates with partnering departments and peers to achieve superior customer satisfaction and efficient utilization of manpower and facilities.
与各部门合作进行通信和同行实现高端客户的满意度和有利用人力和设施。
14.Contact the Competitor Hotel on a daily basis to obtain results on the performance of the competitor and update information in the shared drive.
每日联系竞争对手酒店，掌握其经营状况并在共享文档中更新。
15.Execute training programs and tools at Front Desk that addresses room availability, revenue, rate and selling strategies that can maximize occupancy.
了解酒店房间供应情况，收入，利润和销售策略。
16.Ensures the strict control of room keys.
确保严格的房卡管理制度。
17.Assists in securing external guest accommodation in overbooking situations.
确保出现超出房间数量预定的情况时，协助安排客人的外部住宿。
18.Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
确保提前预留每日预抵贵宾房间、特殊要求房间、长住客的房间；通知客房准备房间，确保每间房间放置适当的欢迎赠品。
19.Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
20.Responds to the results of the Service Audit and ensures that the relevant changes are implemented.
根据顾客意见调查结果，确保所有改进措施贯彻执行。
21.Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。
22.Ensures that all guest details are entered correctly in accordance with the principles of clean data.
确保所有客人的信息的准确录入，并遵循清晰简洁的原则。
23.Hire, train, motivate, and provide regular communication to the team to deliver top service with unmatched professionalism while fostering a culture of accountability.
招聘，培训，鼓励激发员工并为员工传达信息，和员工建立互信的良好关系。
24.Assists in the recruitment and selection of all Front Desk employees. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.
协助前台员工的招聘，招聘时严格遵守酒店的指导原则，按照岗位要求挑选适当的人选。
25.Oversees the punctuality and appearance of all Front desk employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
监督所有前台员工的出勤和仪容仪表，确保员工穿着合体的制服，并保持高标准的个人酒店和部门的仪表卫生标准。
26.Assist with the annual Performance Development Discussions with Front Desk employees, supports them in their professional development goals. Raining Manager and Departmental Trainers.
协助前台员工的年度表现评估工作，帮助员工实现自己的职业发展目标。
27.Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
通过持续的反馈和月度例会协助部门培训员不断进步。
28.Develops the skills and effectiveness of all Front Desk employees through the appropriate training coaching, and/or mentoring.
通过恰当的培训、指导或辅导，提高前台员工的服务技巧和工作效率。
29.Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
准备并公布每周工作计划，确保符合酒店生意需求和其它主要业绩指标。
30.Encourages employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
鼓励员工创新、变革，以及积极面对挑战，并对他们的贡献表示认可。
31.Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
确保员工遵守酒店、公司和地方的法律法规及与消防、安全相关的规定。
32.Feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.
根据员工意见调查的结果，确保相关改进措施的执行。
33.Takes a proactive role in the discipline of employees, when necessary. Immediate counseling should be carried out when employees are observed to be discourteous and failing to carry out their duties responsibly.
必要时承担训导员工的工作，在员工出现不当行为和未能履行应尽职责时给予及时纠正。
34.Identifies and provides feedback to the Front Office Manager on an ongoing basis, training needs of the department, as and when observed.
观察并发掘部门的培训需求，随时反馈给前厅经理。
35.Maintains close work relationships with other departments and their leaders to promote feedback cross training and efficient operations.
与其他部门及领导人保持良好的工作关系，促进交叉培训和有效行动的反馈。
36.Ensures high standards of personal presentation and grooming.
保持高标准的个人形象和仪容仪表。
37.Exercises responsible management and behavior at all times and positively representing the hotel management team.
始终对管理和个人行为负责，并且积极展现酒店管理层。
38.Responds to changes in the Front Office function as dictated by the industry, company and hotel.
随着行业、公司和酒店的变化，对前厅部的职能做出相应调整。
39.Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
熟知酒店的员工手册内容，严格执行酒店的规章制度，尤其是有关消防，卫生，健康，与安全的政策和程序。
40.Attends training sessions and meetings as and when required.
参加必要的培训和例会。
41.Carries out any other reasonable duties and responsibilities as assigned.
完成其他合理分配的职责和任务。
42.Comply with the hotel's Code of conduct, staff rules and all hotel policies and procedures.
遵守酒店的行为准则、员工守则以及酒店的各项政策及程序。
43.Comply with the hotel's financial, service, safety, learning and development requirements.
遵守酒店财务、服务、安全、学习与发展的要求。
44.Complete other tasks assigned by superiors.
完成上级交代的其他工作任务。
45.Practice the service culture SHINE with Service Essence Training
对客服务中践行《服务精髓》中SHINE的服务文化要求
46.Solve the guest complaints with service culture E-Leap within Service Recovery Training
当客人向我们表达不满情绪时及时担负责任，并践行《服务补救》中的E-LEAP服务文化原则
47.Personal grooming, hygiene and courtesy are in line with hotel and brand standards
个人仪容仪表、卫生及礼貌礼节符合酒店和品牌标准
48.Strictly adhere to service processes and brand standards, and convey the essence of the brand to our guests to improve guest experience and brand perception
严格遵守服务流程和品牌标准，向我们的客人传递品牌精髓的信息以提高客人体验感和品牌感知度
