前台经理 Front Desk Manager

Follows through closely all tasks that need to be attended to and ensure full completion by end of shift. Checks through for any outstanding matter and assumes full responsibility for uncompleted tasks.
仔细跟进每项任务并确保在交接班前完成。检查所有未尽事项，且负责到底。
• Ensures that Front Office colleagues also provide excellent service to internal customers as appropriate.
确保员工适时的为其他部门员工提供同样优质的服务。
· Ensures that all Front Office colleagues are aware of current promotions, policies and other important information and spot check.
确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息并进行抽查。
§ Ensures that all Front Office colleagues are familiar with the hotel’s products and Forbes services standards.
确保所有前厅部员工熟悉掌握酒店的产品知识及福布斯服务标准。
§ Implements consistent guest recognition programmes and maintains a relevant guest history database.
贯彻集团统一的顾客认知程序并维护相关的顾客信息数据库。
§ Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
§ Maintains positive guest and colleague interactions with good working relationships.
保持与顾客和同事的良好合作关系。
§ Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
经常性的亲自确认客人在入住和离店过程中得到尽善尽美的服务。
§ Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
§ Maximises associate productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
通过多技能、多任务及灵活的日程安排最大限度地发挥员工的工作能力，以实现财政目标并达到顾客的期望。
§ Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
在确保实现服务承诺的前提下，尽可能地降低前厅部的运营成本，根据主要的绩效指标前瞻性的控制成本。
§ Fully in charge of Upselling programme.
总体负责前台增销项目。
· Assistant Front office manager to in charge of Reviewpro programme.
协助前厅部经理管理Reviewpro项目。
· Attend monthly Financial Results Review Meeting with Finance Department
协助完成月度预算。
§ Assists in securing external guest accommodation in overbooking situations.
确保出现超出房间数量预定的情况时，协助安排客人的外部住宿。
§ Ensures that public areas are clean and up to standard.
确保公共区域洁净且符合酒店标准。
§ Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
确保提前预留每日预抵贵宾房间、特殊要求房间、长住客的房间；通知客房准备房间，确保每间房间放置适当的欢迎赠品。