前台经理/Front Desk Manager

1.通过训练领导和激发团队员工.
Leads and motivates team members by leading by example and employing competent and consistent management practices.
2.考察团队成员的训练需求。积极地培训员工, 让员工保持水平一致, 参加培训。
Identifies needs and training requirements of team members. Actively takes part in training the team, facilitating formal training sessions and on the job training to ensure that all team members are of the same standard. Also attends training where and when required
3.作为团队的导师，提高员工水平，促进他们完成所设立的目标。
Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
4.确保员工手册，相关劳动法，HR指南的一致性，如有违反，纪律处分。
Responsible for maintaining and delivering discipline amongst managers and team members, ensuring consistency in accordance with the team member handbook, PRC Labour Law and HR guidelines. Distributes appropriate discipline when and where required.
5.为部门计划和培训高潜能成员，促进他们提高工作水平。
Responsible for the departments succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career.
6. 致力于酒店工作，为酒店发展提供建议，有创新精神，为顾客提供品质服务。
Contributes to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
7.简单易懂的训练新员工，使其尽快达到胜任工作的最低标准，明白他的目标。
Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their job and that they know what is expected of them.
8.获得并分析员工意见调查、客人满意度调查和神秘客人调查的结果，与团队分享并跟办需要提高的地方。
Communicates results from TMOS, GSTS, Richey and Mystery Customer, informing the team of results, areas of weakness and strength and the following action.
9.为顾客提供热情服务，让他们有回家的感觉。
Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
10.核对宾客完整的预定及详细信息，确保付款方式安全有效。
Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.
11.采取必要行动，及时有效的处理顾客的不满，适当的时候告知宾客关系经理回访客人，确保客人对解决方法满意。
Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
12.每日问候VIP客人，确保VIP客人的个性化服务待遇。
Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual. Follows up on a daily basis to meet and greet VIP’s ensuring that a personalized level of service is given.
13.和销售，预定和商业发展团队共同为客人提供服务。
Liaises with Sales, Reservations and the Business Development team to handle corporate guests and contracts.
14.确保为会员顾客提供优质专业的服务，发展客人加入会员。
Promotes Honours and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.
15.按照客人的预定或喜好安排房间，控制房间。
Allocates rooms in accordance to the guests reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
16. 确保宾客档案信息及时录入公安报告系统。Ensures that guests’ profiles and information is input in to the Police Report system in a timely and accurate way.
17. 保持酒店数据的准确，便于操作。维持前台设备的正常运做和工作区域的清洁。
Maintains the hotel systems to ensure accuracy of information and data, and that it is easy to use and operated in an organized and systemized way. Also Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
18.汇报有关酒店系统，硬件设施的有关问题及处理方式。
Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken.
19.确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。
Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Conducts daily briefings, shift handovers, attends meetings and effectively communicates information to team members.
20.管理GSM确保完成每日的任务，包括并不仅限于工作检查表所列的工作。
Manages the GSM to ensure that the day-to-day functions of the front desk are completed. Including but not limited to Guest Services Manager’s checklist, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, Discount and rate discrepancies, and registration cards.
21.节约成本，控制库存。
Ensures that the team member in charge of the requisitions keeps the front desk stocked and maintained with requisitions and that par levels are maintained and stock tracked.
22.警惕商业竞争行为，保持酒店的竞争力。
Keeps up to date and aware of competitor activities in order to be proactive and create market advantage.
23.前厅经理不在的时候行使前厅经理职责。
Perform Front Office Manager role in absence of the FOM.
24.严格遵守现金收付手续，确保员工平帐并交款。
Adheres strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
25.根据酒店的信用制度收取现金，信用卡，转帐，提供外币兑换服务等。
Adheres to the company credit policy at all times when handling cash, credit card transactions, city ledger, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.
26.确保未付帐款的收取和预定客人的付款方式。
Follows up on outstanding accounts to ensure no loss of revenue and secures method of payment for upcoming reservations.
27.确保所有客人的帐单准确，让客人迅速办理离店手续。 Maintains the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
28.管理控制折扣，返款和调帐等。
Manages and approves rebates, refunds and discounts where applicable.
29. 抓住商机，用合理的方式提高酒店收入，确保客人物有所值。Maintains awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring the guests receive value for money and adhering to Doubletree Brand Standards.
30. 确保利润最大化。
Actively promotes up selling and creates opportunities when allocating room inventory and managing demand to ensure maximum revenue generation where available.
31.接受部门其他合理的任务或要求的安排
To undertake any other reasonable task or request as directed by the management.
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