Team Leader, FD 前台主管

1. Review arrival information on a daily basis; VIP, Regular guest, Groups, special requests, etc. Follow up with Housekeeping.
上岗前查看当天抵店客人信息，包括贵宾，优先顾客，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。
2. Ensure front office personnel handle guest registration efficiently, promptly and courteously.
确保前厅部员工在入住离店手续办理的速度，效率和友善度以及账单准确性方面保持高水准。
3. Coordinate work operations within the department and report to manager.
在前台内部进行沟通协调， 及时向上级汇报。
4. Arrange the duty roster smartly and distribute daily work to ensure the high level service.
合理安排班次，分配工作任务以确保高效绩服务。
5. Provide ongoing advice and support to staff under your supervision, certificate and remind their appearances.
给予所管辖的员工以不断的建议和支持，认可或提醒员工的表现。
6. Assistant manager to administer the Prefer Guest program
协助上级管理优先顾客管理计划：
7. Ensure the maximum walk-in rooms.
确保每日敲门客住房量最大化。
8. Increase the departure time accuracy.
负责提高客人离店时间的准确性以获得最佳的房间销售状态。
9. On job training in daily work.
提供岗位培训，给员工进行现场指导。
10. Prevent and resolve grievances and encourage your staff.
避免和调解抱怨，不断激励员工。
11. Ensure the coherence of the service standard.
确保员工服务标准一致性。
12. Assist in resolving accounting matters; disputes, missing back-ups etc
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。
13. Maintain good working relations with all departments, especially Housekeeping and Reservation. Checks discrepancies and out-of-order rooms, to ensure correct room status at all times
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。
14. Responsible for correct selling status in the Reception at all times, by close liaison with Reservation.
与预订部保持紧密联系，确保前台始终处于正确销售状态。
15. Ensure the well communication with the staff by the efficiency tools
使用合理有效的联络工具以确保与员工间的信息传递沟通顺畅。
16. Briefing the event order to the staffs
了解酒店每天的会议情况，清楚传达给每一位员工。
17. Carry out other tasks as directed and give the feedback
完成上级交待的其他任务并反馈进展情况。
18. Guard hotel secrets
保守酒店机密。
19. Check the PSB and sent it to Business.
检查证件登记，确保上传准确无误。
20. Check high-balance.
检查房间押金，减少跑单风险。
21. Adhere to the hotel’s security and emergency policies and procedures
坚持饭店安全制度，紧急情况处理规定和程序。
22. 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饭店。必要时征求宾客服务经理或前厅部经理帮助。
23. Identify VIPs, regular and long staying guest, develop rapport to offer personalized service and assistance
确认贵宾，常规客人和常住客人，并提供个性化的服务与帮助。
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
通过记录客人的意见评论并以此为实践，不断寻找机会提高对客服务水平。
26. Report to management on deficiencies and irregularities noted in the operation
向上级报告饭店在营业中存在的不足与缺陷。
27. 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。
28. Carry out other tasks as directed by your supervisors
在上级指导下执行其它任务。
29. Ensuring correct handling, prepares reports and actively participates in enrolling new members
确保正确处理、准备报表以及积极参与发展新会员。
30. Be familiar with SGSS standards and is guided in daily work by these. Monitors staff performance continuously in this respect
熟悉福朋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。
31. Abide by the Four Points by Sheraton Guest Satisfaction System (SGSS).
在工作中遵循福朋喜来登对客服务满意标准。
32. Abide by the Hotel’s Policies and Procedures, Four Points by Sheraton Code of Business Conduct and the hotel’s Associate Handbook.
遵守饭店的工作政策及程序，遵守福朋喜来登的商业行为规范以及员工手册中的条款。