前台经理

To have complete knowledge of theoperational systems at Front Office, Service Centre/Telephone and any otherrelated systems.
-了解前厅部所有操作系统的知识，如服务中心和其他相关系统。
- Tohave complete knowledge of Shangri-La’s standard operating policies andprocedures.
-了解香格里拉标准操作流程和政策。
- Tohave complete knowledge of Shangri-La’s Programmes e.g. Shangri-La Circle, FFP,Guest History.
-了解香格里拉的计划如香格里拉会、航空里程兑换、客史资料等。
- Maintains department organization, manningand productivity, ensuring a smooth operation based on forecasted occupancy.
-维护组织、人员配备和生产力，以确保在入住率基础上的预算能顺利操作。
- Identifies staff training requirements and service improvements areas.
确定员工的培训需求和待改进点 。
- Supervisesand guides all staff to ensure that hotel’s policies and procedures are adheredto.
-监督和指导所有员工坚持酒店的政策和章程。
- Createsa positive and highly motivated working environment that promotes and developsteamwork.
创造积极向上的工作环境以此提升团队工作能力。
- Utilizesand develops communication tools and channels for the dissemination ofinformation and workflow in the section.
加强沟通以及信息分享是部门工作中不可或缺的技能。
- Promptlyand actively obtains feedback from guests and inform the relevant departmentsthe actions taken to rectify the feedback and to ensure guests’ satisfaction.
及时有效的获取顾客意见并反馈给相关部门采取补救措施，提升顾客满意度。
-In all incidents, provides management and department heads with reportsand takes action to avoid repetition of any incidents, accidents, theft andcomplaints
所有事件涉及的相关部门及部门领导应做记录，采取措施，避免类似的情况再次发生
-At the start of the each shift, ServiceManager – Front Office must familiarize himself/herself with:
每个班次的开始，前台经理应让员工熟知以下知识：
Room Situation in the Hotel and in the city
酒店房型房态
Checks on status of room blocks anddiscrepancies
检查被锁房间的房态差异