Front Office Supervisor 前台主管

¨ Report to Assistant Front Office Manager.
向助理前厅经理汇报工作。
 
¨ Well versed on all Brand Standard requirements for Front Office and related areas.
熟知前厅部及相关部门的品牌标准要求。
 
¨ Be initiative to engage with the guest, build strong relationship with guest, respond to guests’ needs in time and resolve related problems.
主动的和客人情感交流，并与客人建立良好的关系，及时为客人的需求做出反应并解决相关问题。
 
¨ Assist with Assistant Front Office Manager to in charge Front Desk team, and ensure to achieve Marriott Rewards enrolment goal provided by hotel management and maintain activation rate above 18%, also ensure achieve room upselling target provided by FOM.
协助助理前厅经理管理前台，确保完成由酒店管理层订立的万豪礼赏会员注册目标，保持18%的活跃率，同时完成由前厅经理订立的房间升级促销目标。
 
¨ Handle guests’ complaint, make correct and quick decision to ensure fully guest satisfaction whilst protecting the hotel property and revenue.
处理客人投诉、认真分析投诉，又快又准地做出答复，使客人满意，从而能够保护酒店的财产和利益。
 
 
 Specific Duties 具体职责
 
¨ Handle all duties according to hotel policies, procedures, internal rules and standards.
处理所有的工作都要依照酒店政策、程序、内部规定及标准。
 
¨ Ensure that the activities of all Front Desk associates are performed on the basis of established procedures and standards.
确保所有前台员工的日常工作根据拟定的程序和标准进行。
 
¨ Interact with Sales Managers regarding proper handling of their groups.
与销售经理沟通以便妥善安排所他们所负责的团队顺利入住。
 
¨ Handle high balance guest, and follow up PM/PQ rooms including pending account.
处理超额消费客人，跟进PM/PQ房间，包括待解决账目。
 
¨ Interact with Housekeeping regarding VIP arrivals and expecting rooms.
与客房部沟通，为预抵的重要客人安排好房间。
 
¨ Print necessary operation reports for shift.
打印该班次运作所需要的报表。
 
¨ Responsible for correct handling of cash and cheque, fapiao, credit cards, vouchers and foreign currencies.
负责正确处理现金和支票、发票、信用卡、付款凭证以及外币兑换业务。
 
¨ Check and verify reasons for all maintenance rooms.
检查及确认所有工程房的维修原因。
 
¨ Prepare coupons for special package rates and prepare pre-registration materials as necessary.
准备特殊包价的礼券，提前登记客人所需的材料。
 
¨ Ensure that the requirements for daily checklists are met.
确保每日检查表上的工作全部按要求与标准完成。
 
¨ Attend weekly forecast and other meetings as required.
参加每周房间出租预计情况会议及其他所需要的会议。
 
¨ Be disciplined at all times, stand alert at the Front Desk, greet guests immediately and offer assistance before guest asking, focus your fully attention to the customers.
任何时间都要遵守纪律，在前台站立时保持警觉，与客人礼貌的打招呼并且在客人开口之前提供帮助，将你的全部注意力集中在客人身上。
 
¨ Ensure accuracy of the guest information and proper input in the PSB system.
确保客人的信息及时准确的输入到PSB系统中。
 
¨ Responsible for double check Front Desk associate’s billing to ensure is correct.
负责检查前台员工的账单确保无误。
 
¨ Block and coordinate guestroom assignments to maximize room revenue and efficiencies based on arrival and departure patterns and special requests.
在预离，预抵及客人特殊需要的基础上安排房间，保证房间高效运转及赢得最大利润。
 
¨ Responsible of hotel room inventories, group room blocking, VIP/ Repeat guest room blocking.
负责酒店房间控制，团队房间的分配，重要客人及回头客的房间安排。
 
¨ Perform guest registration and room assignment and accommodate special requests of all customers.   
完成客人的登记入住，房间分配以及协调所有客人的特殊要求。
 
¨ Be knowledgeable about Marriott Rewards and other Frequent Traveler programs. Participate and contribute in Marriott Rewards sign-up program, ensure accuracy and activation rate meet brand goal.
了解万豪积分兑换及其它的常客计划。参与并积极的推广万豪礼赏计划，确保正确率和活动率达到集团目标。
 
¨ Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using Marriott L.E.A.R.N Model.  
必须帮助解决所有客人的问题和询问。 确保解决所有客人问题都要依照万豪 L.E.A.R.N模式。
 
¨ Take action to participate in hotel incentive program. Familiar with hotel sale strategy. Do not violate “Look No Further Best Rate Guarantee”.
积极的参与酒店激励计划。熟悉酒店销售策略。不可以违反“最优惠价格保证”。