About The Role

The Front Office Manager needs to manage all areas of the Front Office. 前厅部经理需要管理前厅部各个区域。 2. FOM should set and complete the targets set by the department. 前厅部经理要制定和完成部门预期目标。 3. Responsible for formulating and implementing strategies for improving operation efficiency and customer service quality. 负责制定和实施提高部门运作效率和对客服务质量的策略。 4. Be able to work according to budget, keep constant eye on staffing level and control costs. 遵守部门预算，时刻注意人员编制和成本控制。 5. Ensure maximum sale of rooms at highest possible rates daily. 确保每日房间以尽可能高的房价销售。 6. FOM to ensure that SOP’s and LSOP’s are available, current and in effect. 前厅部经理要制定、更新和实施标准操作程序和当地标准操作程序。 7. FOM to ensure that an effective and complete training program in use and that all associates are well trained and re-trained, as needed. Training records are kept in documents. 实施有效全面的培训计划，确保所有员工接受良好的培训和再培训，并做培训纪录。 8. Control overtime through good management and immediate response to problems. 合理安排加班，发现问题，及时处理。 9. Ensure proper staffing at all times. 确保每个岗位员工安排合理。 10. Make sure all front office associates are always well-groomed. 确保所有前厅员工总是有良好的仪容仪表。 11. Implementation of an effective New Hire Training Program. 实施有效的新员工培训计划。 12. Provide up to date performance reviews of all supervisors and associates. 负责本部门主管和员工工作业绩的评估、考核。 13. Ensure that productive and effective monthly department meetings are held and meeting minutes are published and directed. 每月举行部门会议，会后分发会议纪录。 14. Ensure that work areas are always clean, neat and organized. 负责工作区域的清洁、卫生和有序。 15. Coordinates teamwork with other departments. 与其它部门团队协作。 16. Review arrival and next day arrival information on a daily basis, VIPs, regular guests, long staying guest, groups, special requests etc. to offer personalized service and assistance. Follow up with relevant department. 每日查看当日/次日贵宾、常规客人、长住客人、团队客人以及特别要求，提供个性化的服务与帮助，并通知有关部门。 17. Approve upgrades, special amenities and late check out. 批准升级, 特殊赠品以及延迟退房。 18. Adhere to complimentary and special discount rooms procedure. 坚持免费房及特殊折扣房程序。 19. Liaise with the Housekeeping Department to ensure room image is maintained. 与客房部协调以确保房间清洁状态。 20. Liaise closely with Finance Department to ensure that credit procedures are properly carried out. 与财务部门建立紧密联系，确保正确执行信用程序。 21. Coordinate work operations within the department/ unit/ outlet, prevent and resolve grievances. 在部门/小部门/服务点内进行协调，避免和调解报怨。 22. Provide ongoing advice and support to staff under your supervision. 给予所管辖的员工以不断的建议和支持。 23. Ensure guest needs and reasonable requests are met. 确保客人需求和合理要求被满足。 24. Seek opportunities to continually improve guest service. 不断地寻找机会发展对客服务。 25. 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。 26. Have thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures. 了解酒店防火规范、事故报告、安全规范及其具体职责。负责员工的防火安全规范培训。 27. Familiar with hotel security, first aid, fire, and emergency procedures, and be able to use the equipment appropriately. 熟悉酒店安全，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备。 28. Combined with hotel management, taking appropriate action in case of emergency. 配合酒店管理部门在紧急情况下采取行动。 29. Informing Front Office of any potential danger, and taking remedial measures on dangerous situations timely. 向前厅部通报存在的潜在危险，及时对危险的情形采取补救措施。 30. Carry out other tasks as directed by the superior. 完成上级交待的其它任务。

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前厅部经理

About The Role