前厅部经理 Front Office Manager

· 负责及协助前厅部营运手册的准备及更新。
Oversees and assists in the preparation and updatesof the Front Office Departmental Operations Manual.
· 负责相关沟通会议及确保部门早回和部门会议有效进行。
Conduct regular communication meetings and ensuresthat departmental briefings and meetings are effective and conducted asnecessary.
· 在房务部总监/副总监缺席的情况下，向行政委员会的成员履行房务部的职能。
Represents the Rooms function on the hotel'sExecutive Committee in the absence of the Director/Assistant Director of Rooms.
· 通过礼貌及有效的方式，处理所有宾客及内部顾客的投诉及要求，跟确保问题得以圆满解决。
Handlesall guest and internal customer complaints and inquiries in a courteous andefficient manner, following through to make sure problems are resolvedsatisfactorily.
· 通过良好的互动，保持宾客及员工关系
Maintains positive guest and colleague interactionswith good working relationships.
· 确保前厅部员工持续不断地将酒店的品牌承诺完全体现，并提供礼貌、专业和超越宾客期望的服务。
Ensures that all Front Office associates deliver thebrand promise and provide courteous, professional and exceptional guest serviceat all times.
· 确保前厅部员工给内部顾客提供合理的优质服务。
Ensures that Front Office associates provideexcellent service to internal customers as appropriate.
· 协助迎接VIP和长住客，并为他们办理入住手续。
Assists in greeting and checking-in VIP and LongStay guests.
· 确保所有前厅部员工熟悉酒店的产品和服务知识。
Ensures that all Front Office associates arefamiliar with the hotel’s products and services.
· 经常亲自去核实宾客在入住及退房时，受到最好的服务。
Personally and frequently verifies that guests arereceiving the best possible service during check-in and check-out.
· 在繁忙时段，多关注前厅区域，确保各团队成员良好地管理职责范围内的区域，并提供品牌承诺的服务。
Spends time in Front Office areas during peakperiods to ensure that the area is managed well by the respective team anddelivers the brand promise.
· 建立良好的宾客管理，并保持良好的客户关系。
Establishes a rapport with guests and maintains goodcustomer relationship.