前厅部实习生

营运管理
Operational
 
 
§  遇到客人的投诉或问题，如果不能马上找到解决办法，则汇报给前厅领班/副理。
Reports complaints or problems to Team Leader/Assistant Manager – Front Office if no immediate solution can be found.
§  确保客人得到快速、高效、准确的入住登记和结账离店服务。
Ensures that guests receive a speedy and efficient check in/out.
§  确保严格遵守酒店的收银程序；所有备用金都要根据财务部设立的政策和程序合理使用。
Ensures that the cashiering procedures are strictly adhered to, that all floats are used appropriately in accordance to Policies & Procedures set by Finance.
§  确保提供给客人的账单正确，并正确收款。
Ensures that the guests’ bills are presented and collected accordingly.
§  保证具有营销员的态度，并抓住酒店内的一切销售机会。
Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the Hotel.
§  根据部门运营手册的标准处理所有抵、离店记录。
Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual.
§  遵守预先设立的可用房安排及房价控制。
Adheres to pre-set availability and rate controls.
§  确保对酒店产品和当地情况的高度了解。
Ensures a high level of product knowledge of hotel and local area.
§  按照前厅部的程序维护并更新客人历史记录及市场数据库。
Maintains and updates guest history and marketing database as laid down in Front office procedures.
§  确保维持高水平的对客服务。
Ensures a high level of customer service is consistently maintained.
§  确保前厅部与其它部门的高度配合。
Ensures a high level of liaison is maintained between Front Office and all other departments within the Hotel.
§  确保将任何来自客人或其它部门的反馈及时并准确地汇报给前厅部经理及前厅副理。
Ensures the Front Office Manager or Assistant Manager – Front Office is kept fully aware of any relevant feedback from wither customers or other departments.
§  确保高度了解酒店产品知识，以便在机会出现时，宣传/销售客房、餐厅及其它设施/活动。
To be knowledgeable and promotes/upsells Rooms, Outlets and other facilities/programmes whenever opportunities arises.
§  主动向潜在客人推销凯悦天地计划。
Promotes World of Hyatt program to potential guests whenever possible.
§  熟知各种航空公司常旅客计划。
To be knowledgeable with the various airline frequent flyer programmes.
§  遵守酒店关于前厅部的所有制度。
Complies with all hotel policies relating to Front Office.
§  遵守前厅部经理制定的所有系统和程序。
Complies with all systems and procedures as laid down by the Front Office Manager.
§  必要时协助预订部的工作。
Assists with reservations whenever necessary.
§  及时处理所有收到及发出的邮件、传真、速递物品及留言。
Handles incoming and outgoing mail, faxes, courier mail, and messages in a timely manner.
§  需要时处理基本的商务中心服务。
Handles basic Business Center services when required.
§  处理钥匙并确保遵守安全制度。
Handles keys and ensures Security policies are adhered to.
§  按制度处理外汇兑换。
Handles foreign exchange according to policies.
§  履行收银员的职责；下班时按照定立的标准点齐款项。
Performs cashier functions; balances at the end of the shift according to established standards.
§  与行李部配合顺畅处理行李及运输服务。
Liaises with Bell Service for smooth handling of luggage and transport services.
§  负责将所收款额分至不同的收入账项，如洗衣及传真费用。
Is responsible for the posting of all charges brought to the cashiers by different revenue centres, such as laundry and facsimile charges.
§  为住店客人兑换外币。
Exchanges foreign currencies to any in-house guest.
§  在前厅副理授权下为客人提供信用卡取现服务。
Provides guests with cash advances on their credit card with the approval of Assistant Manager – Front Office .
§  获得散客的信用卡授权密码。
Produces authorisation codes from FIT guests’ credit cards.
§  通过每天将登记卡及餐厅账单存档，保持并检查所有架格。
Maintains and checks all racks by filing registration cards and Outlet checks on a daily basis.
§  确保检查所有离店客人的账单并附上相关的账目单据。
Ensures all master folios due to depart have been checked out and have their respective backups attached.
§  根据前厅副理的批准，发出小额现金及零用现金。
Responsible for issuing paid-outs and petty cash once Assistant Manager’s – Front Office approval has been received.
§  负责登记及发放保险箱。
Responsible for registration and issuing of safety boxes.
§  全面了解酒店提供的所有服务。
Has a thorough understanding of all the services offered by the Hotel.
§  阅读与前厅部有关的所有通知。
Reads all memos concerning Front Office.
§  当班时确保备用金中有足够基金和零钞。
Ensures the general float contains sufficient change and funds while on duty.
§  确保在下班时准确及整洁的执行关闭程序，并点清所有账目。
Ensures the correct closing procedures are carried out in an accurate and tidy manner and that all accounts balance before closing.
§  确保在下班时备用金没有差错。
Ensures that the float is balanced before finishing the shift.
§  当班时确保酒店所有基金和财产的安全。
Ensures security of all hotel funds and properties at times whilst on duty.
§  完全了解酒店电脑系统的收银功能。
Has a thorough understanding of all cashiering functions in the Hotel’s computer system.
 
 
 
总则
General
 
 
§  按要求出席所有会议并做出贡献。
Attends and contributes to all Meetings as required.
§  始终提供礼貌和专业的服务。
Provides courteous and professional service at all times.
§  根据安排参加酒店培训课程，以提高工作技能及知识。
Attends hotel training sessions as scheduled to improve skills and knowledge.
§  了解关于员工及行业关系的法律、法规，理解并严格遵守员工手册中的规章制度，及酒店关于防火、卫生、健康和安全的制度。
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§  确保高标准的个人形象和仪容仪表。
Ensures high standards of personal presentation and grooming.
§  与客人和同事保持基于良好工作关系的接触。
Maintains positive guest and colleague interactions with good working relationships.
§  根据酒店、行业和公司的指引，回应需求、改变，执行任何合理的任务及额外职责。
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.