前台主管 Front Desk Supervisor

MAJOR RESPONSIBILIES 责任概要 :
Work closely with the managers to ensure daily operations in Front Desk are run smoothly. Ensure allareas in Front Office are covered by sufficient manpower at all times. Overseeing and training all Front Desk Agentsat the counters to ensure consistency of services rendered to all guests.
与部门经理紧密地合作，提供积极有效地协助，以达到令前台的日常运转顺利正确地进行的目的。确保在任何时刻前厅部各个岗位都配以充足的人力。监督并培训所有的前台员工为客人提供一致性的服务。
SPECIFIC DUTIES 工作任务 :
1. Ensure all StandardOperating Procedure and Local Operating Procedures are adhered to and carriedout.
确保所有规范运行程序和地区规范运行程序严格地被遵循和执行。
2. Monitor work stationeries to ensure there are sufficient supplies andrequisite through Managers whenever required.
持续监督和检查工作所需要文具等相关用品，保证其充足的贮备与供给，以备之需。
3. Meeting and escorting of VIP guests to their room/s and any other guestas and when required.
迎接VIP客人（及其他相应的客人当有需要时）并陪同引领到他们的房间。
4. Preparing of 15 minutes training for all Front Office associates.
准备前厅员工的15分钟培训。
5. Monitor room assignments to ensure all guests’ requests are met orprovide guest with an alternative if unable to meet request.
监督所有房间的分配，确保所有的客人的需求得以满足。在无法满足客人需求时，提供客人可能性的选择。
6. Knowing all duties and responsibilities of the Front Office in order toassist associates more efficiently whenever required.
清楚地了解前厅部所有的职责与义务，当员工们需要时更加有效地提供帮助与支持。
7. Check and ensure that all tasks stated on the associate’s dailyoperations checklists, are completed before the end of each shift.
监督员工的工作，保证日常工作检查表上规定的任务在班次结束前全部完成。
8. Handling of guests’ request and complains and taking ownership ofguests’ feedback. Correspond with guestif necessary.
处理客人的需求及投诉，负责集取客人的反馈信息，必要时与客人保持联系。
9. Ensure key packetsfor guest are properly packed according to the hotel’s standard and room/sassigned according to guests’ request
依照酒店的规范标准为客人准备好客房钥匙及相关对象, 按照客人需求分配房间。
10. Ensure all areas at Front Desk and Back Office are cleaned at all times.(Includes lobby level.)
时刻确保所有在前厅管辖范围内的环境的干净与整洁。（包括酒店大堂）
11. Ensure hotel’s properties, department’s equipment are handled with careby all associates and used according to proper procedures at all times
时刻确保所有员工按照正确的程序小心谨慎地使用酒店的设施与部门的设备。
12. Maintaining the security of guests’ profiles and gifts.
维护客人的资料信息及礼物。
13. Handling of overbooked situations with Manager on Duty.
协同当班经理处理解决超员预订的状况。
14. Knowing all emergency procedure at all times.
任何时候都清楚地了解所有紧急情况的处理步骤。
15. Be wary of general liability issues and if unclear to check with Manageron Duty.
对常规的职责议题保持小心谨慎的态度，当有不清楚时及时与经理核查。
16. Maintain effective service in line with the Hotel’s Corporate Image
为客人提供有效的服务并保持其与酒店团队形象的一致性。
a. Company’s Grooming Standard
酒店仪表标准
b. Standard Operation Procedures
标准工作程序
c. Departmental Policies
部门方针政策
d. Corporate Policies
酒店方针政策
17. Any other duties as may be assigned from time to time.
承担其他实时被委派的职责。
18. Implement the proper training program and control the training of thestaff to top efficiency and in accordance with hotel policies.
参加相关培训课程，帮助培养符合酒店标准的高品质的员工。
19. Providejob descriptions and an updated training manual.
制定工作描述，更新培训手册。
20. Maintain close control and inventory of suppliesand equipment. Everything in Working Order (EIWO).
监管并保证所有供应品及设备都完好无损。确保所有物品都能正常使用。
21. Maintain cleanliness and neatness of work area.
保持工作环境的干净整洁。
22. Befamiliar with and follow all hotel safety and accident prevention procedures.
熟悉并遵守酒店安全防卫条例。
23. Have knowledge of hotel rates, discounts, and how to handle each.
了解并知道如何处理与酒店房价和折扣相关的问题。
24. Have working knowledge of reservations and Fidelio procedures. Know cancellation procedures and walkprocedures.
了解与预订和酒店所用管理系统相关的工作知识。了解取消预订以及订预定的程序。
25. Follow the Marriott customer servicesatisfaction standard and ensure the guest satisfaction score is up tostandard.
在工作中遵循对客服务满意标准，确保宾客满意度和携程点评分的分数达标。
26. At all times, should be the most professionaland polite manner to show the style of hotel.
任何时候都应该以最专业及最礼貌的举止来展现酒店的风采。
27. Understand possible emergencies and know how todeal with them. Report to superior or guest service Manager in case of failure.
了解可能出现的突发事件并懂得如何应对，如无法处理时及时向上级或宾客服务经理上报。
28. Check the arrival guest information, includingVIP, Marriott membership, regulars, group reservations and other relevantspecial requirements, timely inform the Housekeeping Department and Food andBeverage Department of the relevant information.
查看当天抵店客人信息，包括贵宾，温德姆会员顾客，常客，团队预订，OTA宾客及其它相关的特殊要求，及时将相关信息通知客房部和餐饮部。
29. Maintain good relationship with HousekeepingDepartment, promptly inform them of early departure, early arrival, extend booking,late check-out, room change and other special requests.
维持与客房部的良好关系, 迅速及时将有关客人提前离店、提前抵店、续住、延迟退房、换房以及其它特殊要求通知客房部。
30. Liaise with the Housekeeping Department toensure room image is maintained and the
“ Room Ready on Arrival ” policy is adhered to .
与客房部协调以确保房间干净整洁以保证“可用房”政策。