前台主管

岗位职责
1.Essential duties and responsibilities – (Key activities)
基本的职责和责任 -（主要工作）
1) Report duty on time in full uniform. Be well-groomed at all times and maintain a friendly and
cheerful attitude.
准时到岗，身着整齐制服，始终保持良好的仪容仪表，保持友好和愉悦的工作态度。
2) Responsible for the room assignment as according to the guest requirements.
根据客人要求为客人分配房间。
3) Ensure the outstanding issues that brought forward from previous shift are following up
properly.
确保前一个班次交代的需要跟进事件得到适时地跟进。
4) Review the daily arrival and departure lists, ensure the manpower is sufficient at specific time at
front desk to provide service to the guests.
检查每日预抵和预离客人名单，确保在高峰期前台员工人手的充足。
5) Update room situations periodically.
定期更新房间状态。
6） Receive and assist VIP guests in the registration process.
协助办理VIP客人的入住手续。
7) Coordinate with the department concerned for any amenities that should be arranged and
delivered to the guests.
与相关部门协调到店客人房间内致意品的安排。
8) Settle guest complaints on room assignment and problems that is concerning the room bills.
处理客人关于房间安排和账单问题的投诉。
9) Provide training to subordinates and recruits.
为新员工提供必要的培训。
10) Report happenings regularly to the duty manager and front office manager.
定期向宾客服务经理或部门经理汇报当天的工作进展。
11) Supervise the subordinates in the daily preparation of various reports and statistics when working in the overnight shift.
当夜班时，指导前台员工准备各种报表和数据。
12) Supervise the day to day performance of the subordinates in the daily operation.
指导当班员工完成的每日例行工作。
13) Ensure the hold for arrival messages & packages are delivered to guest upon check-in or
check-out.
确保留言和包裹在客人入住或退房时转交给客人。
14) Prepare and conduct the shift briefing.
准备并召开前台交班会。
15) Check the grooming and posture of the associates regularly.
定期检查员工态度和仪容仪表。
16) Check accuracy of the registration card which modified by the front desk associates.
检查前台员工所更新的入住登记单的准确性。
17) Check cash float of each associate at the end of shift.
在班次结束时检查每个员工的备用金。
18) Be a role model to the subordinate.
能够成为下属员工的工作榜样。
19) Ensure the tracking system in place to capture the guest preferences.
确保客人喜好查询系统的有效使用。
20) Manages customer feedback effectively, uses guest issues and compliments to motivate the team and improve the services.
有效管理客人反馈，通过客人的反馈和表扬激励团队以提高服务水准。
21) Daily check on rooms availability status for next 60 days including room blocks (i.e. OOS and house use) and special top VIPs.
每天检查未来60天可买房间的情况，包括封房(例如维修房和自用房)和特殊的VIP。
22) Greet as many guests as time permits at the front desk or lobby.
在时间允许的情况下尽可能多的问候前台或大堂的客人。
23) Monitor guest history program and data input.
关注客史资料程序和信息的录入。
24) Ensure the accuracy on the data before transmission to PSB.
确保客人入住信息在上传公安局之前的准确性。
25) Review all front office log book and pursue with appropriate action if necessary.
阅读所有分部门的交班本，必要时采取适当的跟进。
26) Facilitate multi-skilling within the department.
能够掌握其他分部门的服务技能。
27) Take appropriate action to resolve guest dissatisfaction.
采取适当行动以解决客人的不满意。
28) Carries out any other reasonable duties and responsibilities as assigned.
完成上级安排的其他合理的工作和职责。