前台主管 Front Desk Supervisor

MAJOR RESPONSIBILIES 责任概要 :
To supervise Front Desk associate to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that Front Desk operations is working in a professional manner always. Will perform Front Desk associate and cashier responsibilities and duties when assigned, and assume assist front desk manager’s responsibilities when needed. To train Front Desk associates on a daily basis, on-the-job and during 15 minutes training. Assist the GSM in all areas to ensure a correct and smoothly-operating department.
监督、领导前台员工共同遵守酒店的规定，程序，守则和标准，全力使得我们的客人感到全心全意地满意服务。保证前台任何时间一切运转顺利，并且在员工下班之前协助员工顺利关帐，协助经理顺利的完成每日工作。与此同时，要对员工进行培训，包括每天的服务精神基本须知和15分钟工作培训，而且要协助宾客服务经理顺利的完成工作。
SPECIFIC DUTIES 工作任务 :
1. Staff Management 员工管理
 Hold a pre-shift meeting with associate prior to reporting to stations.
每班例会，确保运作的稳定及标准。
 Be prepared for each daily activity（VIP & House Use & Comp Room） and review any variations with manager and associate.
与员工和经理一起准备日常的工作内容 (重要客人 & 自用房 & 免费房)，共同分享信息及任何信息改变。
 Work shifts are covered with adequate staffing, ensure correct staffing during peak periods and during high occupancy.
在酒店旺季和高出租率的情况下，确保有足够的员工工作，并做到合理安排
 Ensure all associates are aware of role and responsibilities and operate within their guidelines.
确保所有员工在酒店的规定下有意识和责任感共同运转前台工作
 Consistently document variations in associates performance and counseling in such cases.
如有员工违规，给于适当的警告
 Ensure associate is properly groomed and uniformed at all times.
员工的仪容仪表保证一直最佳状态
 Ensure department cleanliness is maintained at all times.
保持部门卫生清洁
 Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
每个有能力的员工都可以有进一步发展的合理要求。
 Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
确保每个员工具有高水平和高效率的服务，给予客人最大的满意
 Maintain close control and inventory, supplies and equipment on hand.
确保库存设备完善，充足。
 Prepare and post weekly schedules in accordance to guest needs and associate availability.
根据客人和内部员工的需求制定并公布每周计划。
 Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
引导员工能够在部门内部呈现最适合的状态。保证拥有良好的服务准则。
 Maintain a complete and accurate set of logs (pass-on, management roaster, emergency procedures, etc)
保存一套完整准确地工作日志。（工作进度，管理细则，紧急事件处理方法等等）
 Maintain a good working relationship with the associate and other departments.
与员工与其它部门间维持良好的工作关系。
 Determine the requirements for, and the follow-up on, special groups or VIPs.
确定客人的要求并及时跟进，尤其是对团队和VIP客人。
 Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.
时常督促员工，因为他们才是酒店经营的最有效的工具，为员工制定一套销售技巧以便于为客人提供服务。
 Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.
确保每一位遇到问题的客人都能得到令他们满意的答复，并以专业的态度及时跟进做出合理的补偿。
 Establish effective communication with associates to gain their trust and respect.
与员工进行良好的沟通以获取他们的信任和尊敬。
 Maintain fair and consistent counseling and disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.
保持公平一致的心态和处理准则以实现万豪承诺的公平对待的政策。
2. Train 培训
 Ensure all associates are safety conscious and trained in safe work practices.
确保所有员工的安全意识并通过培训使他们养成安全操作的习惯。
 Implement an effective training program for new and current associates using records, menus and appropriate reference manuals.
对新入职和在职员工在使用报表，列表和手工操作等方面进行有效的培训计划
 Implement proper training program and control the training of the associate to top efficiency and in accordance with Marriott policies
执行合理的培训计划并通过培训提高员工的工作效率以实现万豪的政策。
 Encourage problems solving by associates through proper training and empowerment.
通过适当的培训鼓励员工独自处理问题。
 Provide job descriptions and an updated training manual.
为员工提供工作职责描述和最新的培训手册。
 Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.
在酒店火灾预防，事故报告，安全操作以及管理职责等方面有丰富的知识。确保所有员工在有关的方面得到合理的培训。
 Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc.
掌握各种关于在市内举办活动的完整准确的信息，餐厅，运动会等。
 Facilitate departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.
组织部门间的培训。持续监督，评估以及修改培训内容来反映出员工和经理在处理过程中提出的改变。
 Follow up regularly with GSM regarding the Front Desk process and the performance of their department responsibilities along with the department’s function.
关于部门的职责职能以及在前台的操作程序定期与宾客服务经理进行沟通。
3. Administrative 行政管理
 Hold monthly department meetings.
每个月定期召开部门会议。
 Establish goals and objectives to improve the department.
制定目标和计划来提升整个部门。
4. Additional Responsibilities 补充职责
 Responsible for the efficient and professional running of the Front Desk, including relationships with other departments.
保证前台专业高效的运行，包括与其它部门间的关系。
 Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
通过正确合理操作客人信息确保顺利地为所有客人办理入住、离店手续。
 Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
处理每一位客人的要求与问题并且在可接受的范围内给予令客人满意的补偿。
 Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards.
举例说明：时刻保持亲切富有朝气的态度对待每一位客人。熟知集团内部所有的政策，操作守则以及品牌标准。
 Recommend to the Management changes in procedures likely to improve the standard of services.
适当的向领导提出可能提高服务标准的建议。
 Responsible to up sell the hotel rooms and facilities and achieve the highest possible occupancy.
尽可能推销酒店房间和设施已达到最大的销售比率。
 Keep update and necessary information of Hotel and city to answer or provide services to inquiry guests.
随时更新有关酒店和城市内的各种信息以便于为有需要的客人提供服务。
 During peak hours, be at the Front Desk to ensure efficient and smooth service is provided to all customers.
在营业高峰时期，确保在前台高效顺利地为所有客人提供服务。
 Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
创造积极向上的氛围，与其他同事和部门保持良好的关系。
 Be problem seeker and solver.
做一个善于发现和解决问题的人。
 Bank out cashiers at the end of each shift according to the blind drop procedures.
在每个班次结束时按规定检查帐目的交接。
 Be prepared to work the night shift when needed.
随时做好上夜班的准备。
 Review discrepant rooms regularly.
定期检查差异房。
 Ensure that all Marriott Rewards guests, VIP guest and repeat guests are identified, recognized, pre-blocked and amenity are arranged is brought to the room.
确保所有的万豪礼赏会员，VIP客人以及再次入住的客人都被熟知，提前准备好房间和特别准备的礼品。
 Review credit report and take appropriate action to resolve all problems
检查会员积分报表，遇到问题采取合理的解决办法。
 Ensure that master account do not carry any unusual outstanding balances.
确保总账中没有任何的异常帐目。
 Complete work or special projects as assigned and make sure to meet due dates.
在规定的期限内完成相应的工作和计划。
 Work together with associate on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.
与员工一同参加有关服务技能，操作技能以及沟通技巧的培训。
 Check the information board, daily event sheet, be up to date and informed about daily operations.
查看当天的信息并下达到员工。
 Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.
掌握酒店内有关销售策略，优惠活动，打折的信息并要知道如何处理和与其它部门进行沟通。
 Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of the hotel.
熟练掌握酒店有关操作方面的知识，如酒店房间，房型，礼品，酒店内提供的服务等等。
 Develop knowledge about frequent guests and their special requests and needs.
熟知酒店的常客和他们的特殊要求和需要。
 Also, be familiar with cultural differences to meet all different customer needs.
同时要熟悉不同的文化习俗以便接待不同文化背景的客人的需要。
 Have PMS and MARSHA skills.
要掌握PMS 和MARSHA的操作技能。
 Be knowledgeable about etiquette and protocols.
拥有关于礼仪方面的知识。
 Be familiar with all emergency plans and can act upon them.
熟悉一切紧急情况处理预案并能够掌握操作要领。
 At all times strive to represent Marriott in the most professional, courteous manner.
永远以礼貌专业的态度努力宣传万豪文化。
 Any other duties as may be assigned from time to time.
承担其他实时被分配的职责。
JOB SPECIFICATION职位要求 :
Profile of Competency
工作能力: At least 3 years working experience of senior receptionist，at least 2 years of Front Desk Supervisory experience
3 年以上前台工作经验包括2年以上前台主管经验
Demonstrated excellent communication and hospitality skills.
具备优秀的沟通能力及酒店管理能力
Language 语言能力: Demonstrated good communication skills in English. Mandarin preferred.
熟练标准的英语和普通话
Education 教育: Graduated from College or Vocational School.
大专以上学历