Front Office Supervisor 前台主管

¨ Report to Assistant Front Office Manager.
向前厅经理汇报工作。
¨ 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。