Job Summary 岗位概述：
To supervise the Front Office all units’
activities during the shift and handle guest relations and requests. Act as
Duty Manager in the absence of senior management and department heads.
当班时管理前厅部工作并提供对客服务，在酒店高级管理人员和部门经理不当班时担任值班经理。
Guest Service & Operation 客 运 作 服 务：
1.Review arrival information on a daily basis; VIP, Marriott Bonvoy,
Regular guests, Groups, special requests etc.
每班检查当日抵店客人信息，包括贵宾、万豪旅享家会员、常规客人、团队的情况以及特别要求。
2.Maintain good working relations with all
departments
与所有部门保持良好的工作关系。
3.Familiar with Front Office Standards and
Procedures.
熟悉前厅部工作标准及程序。
4.Assist in handling claimed reservations
and turn-away according to AC’s policies and procedures.
按照AC酒店的政策和程序处理无法发现预订记录和酒店客满时婉拒客人入住的情况。
5.Report to management on deficiencies and
irregularities noted in the operation.
向管理层汇报酒店运行过程中的不足和不合理行为。
6.Maintain a thorough knowledge of the room
rates, discounts, packages, hotel facilities, special events, etc.
维持对酒店房价、折扣、包价、酒店设施、特别事件的全面了解。
7.Maintain good knowledge of all corporate programs.
维持对酒店相关公司計划的高度了解。
8. Maintain good knowledge of the Marriott
Bonvoy
program, ensuring correct
handling, prepares reports and actively participates in enrolling new members.
维持对万豪旅享家计划的高度了解、确保正确处理、准备报告并积极参与发展新会员。
9.Meet VIPs, Marriott Bonvoy, Regular guests
and long staying guests upon arrival and ensures their allocated accommodation
is satisfactory.
欢迎贵宾、万豪旅享家顾客、常客和长住客人并确保他们满意分配给他们的房间。
10.Assist in resolving accounting matters, disputes, missing back-ups
etc.
协助解决财务问題、争议、丢失的备分等。
11.Be familiar with BSA standards and is
guided in daily work by these. Monitors staff performance continuously in this
respect.
熟悉品AC酒店牌标准并以此作为每日工作的指导。以此为标准不断监督员工表现。
12.Ensure that guest complaints are properly
logged and acted upon by trying to avoid any guest leaving the hotel.
dissatisfied. Solicits assistance from Management if needed.
确保客人的抱怨被合适的记录并采取行动避免客人不满意的离开酒店。必要时从管理人员处获得帮助。
13.Assist in departmental training and
assessments.
协助部门的培训和评估。
Handle Complaint 处理投诉:
1.Be alive to new ideas and system which could benefit the department and
hotel.
积极思考对部门和酒店有利的建议和系统。
2.Represent Management in all guest related
issues in the best possible way.
尽可能用最好的方式代表酒店管理层处理与客人有关的一切事宜。
3.Use GXP system to handle guest requests
and takes personal responsibility to ensure request is met by following up with
relevant departments
使用GXP系统处理客人要求并通过亲自追踪相关部门负责确保客人的要求被满足。
4.Log all incidents of importance and guest
comments in shift logbook for Management.
在值班记录簿上为管理层记录所有重要事件和客人评论。
5.Responds immediately on medical requests
and emergencies.
对医疗要求和紧急事件做出快速反应。
6.Assist in investigating and resolving
written guest complaints.
协助调查和解决客人的书面投拆。
7.Maintain effective guest relations, builds
rapport and offer personalized service and assistance.
维持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助。
8.Assist Reception when required, help guest
check in, check out, etc.
在必要时协助前台工作，帮助客人登记入住，结帐离店等等。
9.Be responsible for night duties, carry out
hotel night audit according procedure.
负责酒店夜间运行，根据具体程序完成夜间审计工作。
10.Assist other departments in resolving
problems when Department head concerned is not available.
当有关部门的领导没空时协助其它部门解决问题。
11.Take appropriate action to resolve guest
complaints.
采取合适的行动解决客人的投拆。
Handle Emergency case 处理紧急事件：
1.Be knowledgeable of the hotel’s emergency procedures in regard to fire,
bomb threat, evacuation, etc. as part of the Emergency Response Team.
作为酒店紧急行动队的一员，了解酒店关于火灾、困梯等的紧急程序。
2.Maintain Hotel Safety policy,handle
emergency case regulation & procedure.
坚持酒店安全制度、紧急情况处理规定和程序。
3.Be familiar with property safety, current
first aid and fire emergency procedures.
熟悉对财产安全、紧急救护和火警等处理程序。
4.Log security incidents and accidents in
accordance with hotel requirements.
依照酒店要求记录安全日志和事故记录。
5.Ensure all reporting and servicing
deadlines are met on a timely basis.
确保所有报告和服务都按时完成。
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