前台主管

Responsible for all Front Desk functions and staffs. directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and staff engagement and maximize the financial performance of the department.
负责管理前台员工和履行前台应有的职能。协助前台经理管理前台部门并且和其他经理一起合作成功完成所有前厅部的运营工作，包括客人的抵店和离店程序。致力于不断的提高员工和客人的参与度从而使部门最大化的体现其价值所在。
CORE WORK ACTIVITIES岗位主要工作职责
Administration
行政
· In charge the daily operation of front desk and pay fully responsibility for service quality.
关注前台的日常运营并全权负责前台的服务质量。
· The Opera computer system contains a comprehensive guest history option, and it is the responsibility of the Front Desk Manager to ensure that Suning Zhongshan Golf Resort has the best, most accurate and most personalized individual guest histories.
Opera电脑系统中保存有全面综合的客史资料，前台经理要对苏宁钟山国际高尔夫酒店的客史档案负有责任。以确保客史档案是最好的、最准确的。
· Responsible to ensure that all information relating to a reservation is keyed correctly into Opera and is of the highest quality, and errors are kept to an absolute minimum. This practice will allow the production of true and correct statistical information, which will in turn enhance the overall Hotel operation.
要负责所有的预订资料准确地输入Opera电脑系统中。要将错误减少到最少。准确真实的统计资料将保证整个酒店的正常运转。
· Be good knowledgeable with brand standard and implement it.
熟知并执行品牌标准。
· Make recommendations to management on equipment, work methods, supplies and decorations.
向上级汇报有关设备、工作方法、供应品及装饰品的管理方法。
· Maintain well relationship with the government police, implement the police standard process.
与当地公安部门建立并保持良好的关系，执行宾客信息录入标准。
· To compile and post work schedules, lead the team to ensure complete task correct with high efficiency.
安排和分配部门工作，督导部门各项工作计划，确保团队的工作效率，保质保量完成各项任务。
· Monitor staff attendance and assist in planning work schedules, to schedule staffs annual leave and overtime.
根据工作需要主管员工出勤，安排员工年假和加班。
· Conducts Front desk regular (departmental) meetings with Front Desk Manager. Conduct regular operational meetings to review, monitor, adjust and upgrade the performance of the Department as a whole, explaining new directions and policies and procedures at the same time.
协助前台经理主持前台例会，在部门例会上就部门工作做出回顾、整理以提高工作成果，同时在例会上解释新的政策和方向。
· Prepare and check various daily and monthly records and reports, and other reports as required.
按需求准备及检查各种日报表、月报表及其它工作报告。
· Organize or support hotel or department programs and activities.
组织安排部门活动，支持酒店各类项目及活动。
Financial and Revenue Responsibilities
财务及收入职责
· Being constantly aware of all rates and rate structures in place within Suning Zhongshan Golf Resort and to whom they are applicable.
要清楚苏宁钟山国际高尔夫酒店的所有房价和房价构成，并且给予客人的房价是合适的。
· Being constantly aware of all promotions, packages and special rates that may be applicable.
要清楚所有的促销，套价和特殊的价格。
· Responsible for ensuring that every reservation contains the correct and applicable information. This will alleviate guest concerns during the check in and check out procedure.
负责保证每一个预订都要有正确和合适的资料。这将减少客人在入住和结帐期间的麻烦。
· Ensure sell the room to be have maximum value.
保证前台最大价值卖房。
· Increase the Upselling revenue to achieve and exceeding the targets.
提高客房升销收入，完成并超越预算。
· Participate to increase the hotel revenue to complete the targets.
参与提高酒店其它各项收入，完成预算。
· To strict control over the process of free upgrade, complimentary welcome amenities or breakfast and complimentary transportation, to avoid loss the revenue.
严格控制客房免费升级、免费水果/饮品及免费早餐及免费接送赠送流程，避免酒店收入的损失。
· To strict control over the process of high balance, rebate, accounts transfer or adjustment, member points, monitor the pretty cash in the Front Office department, all above process in according with finance policy.
严格控制押金不足、费用减免、转账调账、会员积分流程，监管部门备用金，符合财务制度。
· Recycles where-ever possible and enforces cost saving measures to staff
在任何可能的情况下进行资源循环利用，增强员工的成本控制意识。
Training and Human Resources
培训和人力资源
· Prepares detailed induction programs for new staff.
为新员工做详细的工作计划。
· Ensures training needs analysis of FD staff is carried out and training programs are designed and implemented to meet needs.
确保前台员工培训需求的分析被执行，培训计划有计划地实施并要满足其需求。
· Regularly communicates with staff and maintains good relations. Establishes and maintains effective employee relations.
定期与员工交流，建立和保持良好的员工关系。
· Ensure wherever possible that staffs are provided with a work place free of discrimination, harassment and victimisation
确保提供给员工们一个没有歧视、骚扰和危险的工作环境。
· Treat complaints of harassment and discrimination promptly and confidentially.
处理骚扰、歧视的投诉并且保密。
· Treat customers and colleagues from all cultural groups with respect and sensitivity.
使用符合文化的行为并且尊重及灵活地对待每一位客人和同事。
· Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
识别和处理可能导致跨文化冲突或误解的问题。
Guest Service Responsibilities
对客服务的责任
· Maintains appropriate standards of dress, hygiene uniforms, appearance, posture and conduct of department employees.
保持本部门员工服装适当规范、制服整洁、仪容仪表的规范。
· To monitor Front desk personnel and training to ensure guests receive prompt and courteous services.
有效管理前台人事及培训以确保客人得到最快捷、满意的服务。
· Supervises the above mentioned positions to ensure maximum guest satisfaction.
管理和督导各部门的工作以确保客人得到最满意的服务。
· Participate to and implement the VIP treatment process, to ensure FD team well know the process and implement it completely.
参与并认真执行贵宾接待流程，确保前台人员充分了解并完全执行该流程。
· Communicate with guests to get the feedback, highly attention on the guest’s comments from each of the channel, to investigate and submit report on guest comments, and conduct case study within team.
与客人沟通获得客人的反馈意见及建议，关注来自各个渠道的客人反馈，对客人提出的批评做出调查整改报告并呈交上级，对客人提出的批评及表扬均及时与团队成员进行案例分享。
· To handle the guest complaint actively, to deal with the guest with win-win result.
主动参与处理客人投诉，妥善处理，即让客人满意也要维护好酒店。
· Monitor Front Desk department personnel to ensure rooms and particularly those of known repeat guests and other VIPs receive special attention. Visit long staying & regular guests, to build and maintain a good relationship with them.
管理前台人员以确保客房出租率尤其是知名人士的回头率，同时保证重要客人得到特殊关注；拜访长/常住客，与客人建立良好的关系。
· Monitor and complete guest’s profile, ensure associates know the guest’s habits and remember the long staying and regular guest’s name and appearance, to provide guest with attentive service to make they have an excellent stay experience.
督导建立完善客户档案，确保员工知晓客人习惯及喜好，熟记常/长住客姓名及模样，为客人提供用心的服务，让客人留下难忘的美好记忆。
Professional Technical Responsibilities
专业技术责任
· Effective communication skills in both Chinese & English.
有效的中英文沟通能力。
· Strong guest interaction and interpersonal skill.
优秀的对客服务和沟通技巧。
· Possess leadership quality and supervisory skills, independent, committed and well-organized.
具备领导才能，独立性强、忠诚可靠并具良好的组织计划能力。
· Be good at training and develop the team members.
具备良好的培训及培养下属的能力。
· Be expert of Opera.
熟练操作Opera系统。
· Be expert of Office Software.
熟练操作办公软件。
· Experience in FO for over 2 years will be preferred.
具有在前厅部最少超过2年的相关职位工作。
Miscellaneous
其他
· All staffs are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
所有员工在工作中都被要求遵守直接主管所发出的一切合理要求，并且遵循、完成工作。
· All staffs may be assigned to other duties in the hotel as and when required by business levels.
当涉及到商业层面时员工须签署酒店内相关其他责任。
GENERAL DUTIES:
一般职责：
· Abide by Hotel’s and Department’s policy & procedure.
遵守酒店及部门的各种规章制度。
· Perform other related duties & special projects as assigned by the supervisor
随时执行上级分配的其他相关任务或特殊项目。
Health and Safety
健康与安全
· Ensure that all potential and real Hazards are reported immediately and rectified
确保所有潜在的和实际的危险是被立即报告和纠正的。
· Be fully conversant with all departmental Fire, Emergency procedures
熟悉各个部门的消防、紧急事件处理程序。
· Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and Staffs
为了客人们和员工们的安全和消防安全，必须确保所有的紧急程序都被预演、落实和实施。
· Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
在公平的酒店规则和严格遵守的法律法规下，确保在酒店内所有人的人生和财产安全。
· Ensure all Staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
确保所有员工都在部门内以安全的方式操作，避免不安全的或者不适合的冒险的行为造成自己或者其他工作人员的损伤或不便。
· Use safe manual handling techniques and practise safe work habits following hotel industry Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.
遵循酒店健康、安全和环境政策，来养成使用安全操作手册和实践安全工作的习惯。减少对环境的影响和防止污染。
Confidentiality
保密制度
· Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to hotel industry Internet and Email policy
确保保密和安全的存储所有知识产权和数据，包括所有印刷品和电子软件。遵守酒店互联网和电子邮件政策。
· Ensure Hotel, Customer and Staff Information or transactions are kept confidential during or after employment with the company.
保证酒店、客户和员工的信息，交易期间或在公司就业后信息保密。
To be fully conversant with:
需要遵守的
· Hotel fire procedures
酒店消防规则
· Hotel security procedures
酒店保安规则
· Hotel Health and Safety policy and procedures
酒店健康与安全政策和规则
· Hotel Facilities and attractions
酒店设备设施和功能介绍
· Hotel standards of operation and departmental procedures
酒店运营部门程序标准
· Methods of accepted payment of the company
公司的财务政策
· Short and long term company marketing promotions
短期和长期的公司市场推广项目
NOTE
备注：
This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly.
本文件反映的相关岗位职责以尽数列出，其内容会根据业务和环境的要求阶段性变化。相应变化将与该岗位员工沟通，并且岗位职责描述也将根据实际情况进行修改。