前台主管

Job Summary 岗位概述： Responsible for all activities in the Reception during the shift. 当班时负责前台的一切工作。 Duties & Responsibilities 职责义务： <1.Review> arrival information on a daily basis; VIP, Marriott Bonvoy, Regular guest, Groups, special requests, etc. Follow up with Housekeeping and Room Service. 上岗前查看当天抵店客人信息，包括贵宾，万豪旅享家顾客，团队预订及其它相关的特殊要求。及时将相关信息通知客房部和客房送餐部。 2.Responsible for correct registration procedure; registration card, room allocation, credit policy, etc. 负责正确使用登记程序、填写登记卡、房间分配、信用方针等。 3.Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out-of-order rooms, to ensure correct room status at all times. 与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，确保随时保持正确的房间状态信息。 4.Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices. 负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票。 5.Responsible for correct handling of safe deposit boxes. 负责正确处理保险箱业务 。 6.Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges. 负责团队抵店前的准备工作，确认团队总帐单以确保正确收款。 7.Responsible for correct check-out procedure following hotel’s policies and procedures. 负责遵守酒店政策与服务程序，正确完成客人离店手续。 8.Handle claimed reservations and turn-away according to Sheraton ’s policies and procedures. 根据喜来登原则与服务程序处理无法发现预订与超预订时婉拒服务。 <9.Report> to management on deficiencies and irregularities noted in the operation. 向上级报告酒店在营业中存在的不足与缺陷。 10.Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures GSA’s knowledge of the same. 熟悉房费、折扣、包价、酒店设施和特殊活动等相关知识，同时确保接待员正确掌握。 11.Responsible for correct selling status in the Reception at all times, by close liaison with Reservations. 与预订部保持紧密联系，确保前台始终处于正确销售状态。 12.Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Guest Service Manager or Front Office Manager if needed. 确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开酒店。必要时征求宾客服务经理或前厅部经理帮助。 13.Assist in preparing staff schedules, ensuring adequate staffing to meet business demands. 负责准备员工排班表以确保有足够员工满足运作需要。 14.Assist in preparing payroll information on the due dates, to ensure correct payments. 负责在指定日期准备工资信息报告以确保正确支付员工工资。 15.Maintain good knowledge of all corporate programs, ensure GSA’s knowledge of these programs. 熟练掌握酒店所有合作促销计划，同时确保接待员熟悉掌握。 16.Maintain good knowledge of the Marriott Bonvoy, ensuring correct handling, prepares reports and actively participates in enrolling new members. 熟悉万豪旅享家计划，确保正确处理、准备报表以及积极参与发展新会员。 17.Assist in resolving accounting matters; disputes, missing back-ups etc. 协助解决财务问题，包括有争议的帐目问题及丢失的信息备份等。 18.Ensure that all guest comments are logged and forwarded to the Front Desk Manager. 确保记录所有客人意见，并向前台经理汇报。 <19.Be> familiar with GV standards and is guided in daily work by these. Monitors staff performance continuously in this respect. 熟悉喜来登顾客满意标准并贯彻于日常工作中。不断监督员工在这方面的表现。 20.Assist in departmental training and assessments. 协助部门培训与评估。 <21.Be> alive to new ideas and system which could benefit the department and hotel. 鼓励有利于部门与饭店发展的意见与系统。 22.Assists in departmental training plan. 协助制定部门培训計划。 23.Deliver high quality service to guests. 向客人提供优质服务。 24.Ensure guest needs and reasonable requests are met. 确保客人需求和合理要求被满足。 <25.Seek> opportunities to continually improve guest service. 通过记录客人的评论并以此为实践，不断寻找机会提高对客服务水平。 26.Identify VIP, Marriott Bonvoy, regular and long staying guest, develop rapport to offer personalized service and assistance. 确认贵宾，万豪旅享家顾客、常规以及长住客人。建立良好关系并提供个性化和超值服务。 27.Take appropriate action to resolve guest complaints. 采取合适的行动解决客人的投诉。 28.Promote the hotel and Sheraton’s product and service knowledge in order to explain services and facilities to guests. 通过不断向客人介绍饭店服务与设施，从而促销饭店与喜来登的产品与服务。 29.Ensure a high lever of cleaning is maintained in your work area. 确保所在工作区域的高度整洁。 30.Responsible for distributes daily work. 分派下級做其他工作。 31.Guard hotel secrets. 保守酒店机密。 32.Abide by the Sheraton Guest Satisfaction System. 在工作中遵循喜来登对客服务满意标准。 33.Carry out other tasks as directed by your supervisors. 在上级指导下执行其它任务。 34.Abides by the Sheraton Associates Handbook. 遵守喜来登酒店员工守则。 35.Abides by both the hotel and Marriott & Sheraton policies and procedures. 遵守万豪集团及南昌喜来登酒店的政策和程序。 36.Abide by the Marriott & Sheraton Code of Conduct. 遵守万豪酒店及喜来登酒店的行为准则。 37.Demonstrate professional attitude and behavior at all times. 在任何时候表现专业态度和行为。 38.Maintain personal presentation to hotel and Marriott & Sheraton standards. 根据酒店及万豪标准保持个人形象。 39.Abide by the Marriott Care service standard. 在酒店中遵循万豪关爱对客服务标准。 40.Follow all company policies and procedures. 遵守所有公司政策和程序。 41. Follow all company policies and procedures. 遵守所有公司政策和程序 42. Security over bank keys, cash drawers, and terminal passwords is adequate to maintain total accountability for all transactions. 确保保险箱钥匙、现金抽屉和电脑密码的安全性足以维持所有交易的可靠性。 43. Managers/supervisors take shift end readings, and verify cashier banks and deposits. Cash deposit drops are on a "blind" basis.Deposits are either deposited in the cash machine (if applicable) placed in a sealed, dual signed envelope. An escort accompanies the cashier to the drop safe, witnesses the deposit drop and signs the drop log accordingly. 经理 主管 读取班次结束系统读数并核实封收银员备用金和投款。现金投款采用 盲投 机制。投款放要么存入现金处理机（如适用）要么放在一个密封的双方签字的信封中。 有陪同人员陪同收银员去投款，见证投款的过程，并相应地在投款记录上签名。 44. All special promotions involving discounts and/or coupons are closely monitored to ensure eligibility and controls are in place to prevent cash misappropriation opportunities. Open discount keys in POS are used to a minimum. 所有涉及折扣和 或优惠券的特别促销活动都必须得到密切管控，以确保其资格及设置了控 制措施，以避免现金被挪用的机会。POS 中的开放折扣按键被最低限度的使用。 45. Each associate in a cash-handing position is given a unique cashier identifier (or card)in the PMS and Point of Sale systems( uniquely identify all cash transactions by associates. Generic IDs are not permitted and associates do not share their uniaue cashier identifier or card with anvone else 每位接触现金的员工都应该在PMS及POS系统中有一个独立的收银员识别号(或卡)，用以 识别每位收银员经手的业务。共用ID是不允许的，员工不能够与任何人分享自己的收银员 识别号或者收银卡。 Education教育： University degree in hospitality or related subjects preferred. 具有饭店专业或相关专业大学学历者优先考虑。 Experience经验： Min.2 years reception working experience required. 至少两年以上前台工作经验。 I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action. 我已阅读及接收到上述的工作描述。我完全明白违反规定的职责将受到训诫。