前厅部经理Front Office Manager

职位描述：
1.Responsible for the smooth, efficient and professional operation of all front office areas.
2.Ensure that all procedures and policies are in place and followed.
3.Conducts audit and controls on a regular basis. Communicates with accounting in case of anyirregularities; and coaches and counsels associates whenever appropriate.
4.Ensure good communications between the departments.
5.Strictly follows bank-out procedures and cash handling procedures.
6.Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
7.Train and develop associates to the highest possible extent. Ensures that daily training is provided fortechnical, hospitality, communication, management and organizational skills.
8.Leads by example: Provides a high-quality service and aggressive hospitality towards all customers.
9.Ensure that recognition programs for both guest and associates are in place and working.
10.Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction.
11.Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costsand man hours.
12.Communicates with front desk supervisors and assistant managers about daily audits and controls, so allare informed about proper procedures.
13.Initiates additional tasks to improve existing procedures and guest satisfaction.
14.Resolves system problems and can operate the system manually. Can lead the staff through a down time.
15.Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
16.Has plans and actions in place to meet goals and mission of the company and the hotel.
17.Be well groomed and conform with the hotel's dress code.
18.Be informed about daily operations and events.
19.Be highly visible during extraordinary events.
20.Be familiar with sales strategies; communieate daily with reservation sales.
21.Develop a thorough knowledge about all brands in Marriott's portfolio.
22.Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
23.Be familiar with cultural differences and know correct behavior for each culture. Also know the differentprotocols and etiquette.
24.Be knowledgeable about all emergency plans and know how to act upon them.
25.Report any unusual occurrences immediately to the resident manager or the general manager.
26.At all times strive to represent Marriott in the most professional and courteous manner.