Front Desk Manager前台经理

MAJOR RESPONSIBILIES 責任概要 :
Leading for the Front Desk team in order to achievebetter service standards in terms of guests and associates satisfaction.Ensuring the department is well maintained and in keeping with the company’sintegrity and image. Organisingadequate/more training for all associates in Front Desk for individual ‘self’improvement. Ensure associates are practising a balanced work/lifeschedule. Maintain neutral at all times,and strongly adhere to Marriott’s Guarantee Fair Treatment.
Areas of jurisdiction will be the Front Desk.
监督领导整个前台团队的工作，在取得客人和员工双方满意回应的前提下，达到更好的服务标准。确保整个部门得到良好的运转与维护，保持其符合整个酒店品牌的正面形象。为所有前台员工建立组织充足的培训计划使其能够得到良好的个人发展。确保员工的工作与生活处于健康平衡的状态。坚定地遵循万豪的公平对待原则时刻保持公平中立的态度。
SPECIFIC DUTIES 工作任務 :
1. Ensure daily operation is smooth and is manned bysufficient manpower at all times.
时刻确保部门配以充足有效的人力，领导部门的日常运转顺利平稳的进行。
2. Be aware of the duties and responsibilities of allassociates in order to better lead the section.
清楚地了解所有员工应承担的职责与义务，更好地领导监督整个部门。
3. Ensure all associates abide by the policies andprocedures of the department hotel.
确保所有员工履行并服从部门和酒店的方针政策与程序。
4. Checking on condition of equipments in the FrontDesk area (especially lobby areas), and ensuring all in working condition andup to standard to maintain our corporate image.
检查酒店（尤其是大堂）的所有设备装置的运行状况，确保其正常无误地工作，达到应有的标准，以维护酒店的公众形象。
5. Be knowledge about Guest Voice system, know 6 keys points and department goal. Know department daily score and goal achievement status. Training associates provide warmly services to our customer, will to talk and get comments with guest, share guest’s feedback with related department and GSM, work to enhance guest’s staying experience.
了解客人满意度调查系统，知道考核的6大项目及部门的指标。知道部门的每日得分及目标实现情况。培训员工为宾客提供热情的服务，主动与客人沟通，征得客人的评语，并及时分享给相应部门及宾客服务经理，努力提高客人的入住体验。
6. Monitoring occupancy of the day in order to have abetter control over total rooms’ inventory.
时刻观察注意当日入住率的变化以便更好地操作酒店房间的控制与管理。
7. Ensure all associates are aggressively scouting fornew Marriott Rewards members.
鼓励所有员工积极主动地搜寻可能加入万豪礼赏计划的客人。
8. Checking on the scouting of Guest SatisfactionSurvey daily.
检查监督客人满意度调查表的日常收集情况。
9. Checking on daily log entry in the incident book toensure all matters are resolved promptly and according to guidelines given bysupervisors.
检查事故发生记录本中的详细日常工作日志，根据部门主管的引导，确保所有发生事件都得到迅速且正确有效的处理和解决。
10. Monitor purchases of the department and ensuremonthly expenditure is in line with budget.
持续检查监督部门的采购情况，确保部门的月支出控制在预算之内。
11. Reviewing of repeat guests’ gifts and to ensure thequality is up to standard.
复查为回头客人准备的礼品，确保质量达到应有的标准。
12. Reviewing and fine tuning all policies andprocedures for the department as and when required.
不断回顾，必要时及时更新所有的部门方针政策和程序，使其符合部门不断发展的要求。
13. Dealing with associates appraisal and supervisors ‘SupervisorPerformance Process.
处理完成所有的员工及主管的表现评估。
14. Maintain effective service in line with the hotel’scorporate image.
为客人提供有效的服务并保持其酒店团队形象的一致性。
15 Any other duties as may be assigned from time totime.
承担其他实时被委派的职责。
16. Be knowledge about Mobilecheck in, and know the daily mobile check in guest information, and share withduty navigators. Training associates use the appropriate sentence welcomemobile check in guest and escorting services. Modify the room status of Mobilecheck in guest, and make sure the control panel information was sent timely.
了解手机办理入住的标准操作程序。知道让日申请手机办理入住的客人信息，并与当班的员工分享，培训员工用正确的话语来欢迎及引领手机办理入住的客人。检查每日申请手机办理入住客人的房间准备情况，及控制面板的信息及时发送了。