前台经理 Reception Manager

· Assists the Front Office Manager in all aspectsof their duties
· Assist Front Office Manager in execution ofthe management of staff
· Monitor Front Office personnelto ensure guests receive prompt, cordial attention and personal recognition
· Monitor Front Office and particularly GuestRelations personnel, to ensure ICHGmembers, known repeat guests and other VIPs receive special attention andrecognition
· Control the availability of rooms, roomstypes, accuracy of room count and rate categories
· Maximize occupancy, revenue and average ratewhile maintaining high service standards
· Responsible for the security control of allhotel keys whilst on duty
· Liaise with Housekeeping Department to ensureroom image is maintained and the “Room Ready on Arrival” policy is adhered to
· Turn away guests if occupancies deem itnecessary ensuring no good-will is lost
· Liaise closely with Executive Housekeeper toensure special guest needs, amenities and other room related requests are met
· Ensure and oversee that the Guest ServiceOfficer shift procedures/duties are completed on time and are procedurallycorrect
· Be aware of credit policies and proceduresand liaise closely with Finance Department to ensure that credit procedures areproperly carried out
· Know system recovery procedures
· Interpret computer reports
· Compile statistics for front office andprovide reports relating to that area
· Continually check the accuracy of room count
· Approve upgrades and special amenities inabsence of manager
· Maintain inter-departmental relationships toensure seamless customer service
· Ensure that on-going pertinent/relevantlogbook communication to other shifts is maintained
· Assists all area in the Front Office asrequired
· Inspect frequently for cleanliness andorderliness, the lobby, reception and cashier’s desk and, on a random basis,VIP rooms prior to arrival
· Replaces the Guest Service Manager whennecessary on their rest day and annual leave
· Assist in the preparation of efficient workschedule for Front Office Staff, arranging holidays and vacation, taking intoconsideration project occupancy and forecasts and any large group movements,especially those with early or late arrivals or departures
· Checks and ensures that all room/suitesassigned for VIPs are in order and the respective amenities are placed in theroom/suites before arrival
· Maintain appropriate standards of conduct,dress, hygiene, uniforms, appearance and posture of departmental employees
· Provide input for Front Office DepartmentalMeetings and deputizes in cases of absence
· Promote Inter-hotel sales and in housefacilities
· Assists as required/requested with thesolving of any guest complaints/upset and reports guests comments and reactionsin view t recommend changes to improve services
· Must exercise controls over Front OfficeCashier’s work regarding correct postings and payment of guest’s account
· Responsible for ensuring that end of shiftbalances for Guest Service Officers are completed on time and are in balance
· Responsible for the timely hand over,briefing by out going/in coming Guest Service Manager
· Ensures constantly aware of and “up-to-date”with all happenings and operations within the hotel and presence throughout thehotel to be visible and moving through public areas and departments continuallywhilst on duty
· Responsible for ensuring clear and constantcommunication lines are kept with all staff and hotel departments