Front Desk Captain 前台领班

MAJOR RESPONSIBILIES 责任概要 :
In an efficient, courteous and professional manner to provide the highest level of service for the guest, to coordinate all work of the front desk, supervision, inspection and the ability to work to know the front office staff in all kinds of business, follow the hospitality of the Marriott standards, and abide by the guidelines and procedures.
以高效、礼貌和专业的方式为客人提供最高水平的服务，协调前厅各项工作，监督，检查和知道前厅员工的各项业务工作能力，遵循万豪酒店的热情好客标准，并遵守指导方针和程序。
SPECIFIC DUTIES 工作任务 :
1. Check the related report daily and master the reservation sales.
每天检查有关报表，掌握客房的预定销售情况。
2. Master the number and type of daily arrival and departure of visitors, responsible for the reception and accommodation of important guests.
掌握每天旅客的预抵离店数量及类别，负责迎送，安排重要客人的住宿。
3. Strictly follow the work procedures of the front desk to check the working conditions of the front
desk staff.
严格按照前台各项工作程序，检查前台员工的工作情况
4. Conduct business training for front desk staff and improve staff quality.
对前台员工进行业务培训，提高员工素质。
5. Contact with the financial department to ensure that the guest is booked and checked out.
与财务联系，确保住店客人入账，结账无误。
6. Be responsible for handling running account, missing account and other special problems.
负责处理跑账，漏账等特殊问题。
7. Understand the staff's thinking, study, work and life situation, assist the Front Desk Manager to do the technical training and business assessment for the staff.
了解员工的思想，学习，工作，生活情况，协助前台经理做好员工的技术培训与业务考核工作。
8. Know how to follow all hospitality guidelines.
知道如何遵守所有的酒店指导方针。
9. Handle mail and messages properly and on a confidential basis.
正确处理邮件和信息，并在保密的基础上处理。
10. Check the PSB system with local regulations.
以当地外管条例检查核对PSB系统
11. Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for
cleaning. Keep computer equipment clean at all times.
确保前台和后台办公区域的清洁。利用空闲时间进行清洁。随时保持电脑设备的清洁。
12. Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the “LEARN” procedures.
根据需要协助所有客人解决问题。确保所有的客人问题都通过使用“LEARN”的程序
解决。
13. Assist fellow associates in their jobs to ensure that all jobs are done on time.
协助同事的工作，确保所有的工作都按时完成。
14. Have knowledge about all emergency procedures and know how to act to them.
了解所有的紧急程序，并知道如何对他们采取行动。
15. Use your PMS/Vingcard password with discretion; log off the terminal when leaving the area.
使用您的pms/vingcard密码谨慎;离开该区域时，从终端上注销。
16. Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
了解城市、当地的区域和景点，为客人提供所有需要的信息。
17. Ensure proper credit when checking out guests and provide the guests with a zero balance invoice正确给客人办理退房并为客人提供发票。
18. Inquiry guest stay and collect guest comments.
询问客人入住体验并收集宾客意见。
19. Knowing well BSA standard.
熟悉了解BSA审计内容
20. At all times strive to represent Marriott in the most professional manner.
在任何时候都要努力以最专业的方式来代表万豪。
21. Be disciplined at all times, greet guests immediately and offer assistance before the guest needs to ask.
在任何时候都要遵守纪律，在客人需要询问之前，立即向客人打招呼并提供帮助。
22. Be highly familiar with all emergency procedures, bomb threat, fire alarm, death and evacuation plans.
对所有的紧急程序、炸弹威胁、火警、死亡和疏散计划都非常熟悉。