前台主管

MAJOR RESPONSIBILITIES 责任概要
1. Assist Front Office Manager in daily operation, providing personalized service guests according to Renaissance brand standard.
协助前厅部经理稳定前台的日常运作，向宾客提供万丽品牌的个性化服务。
2. Ensure Front Desk associates are adhering to hotel policies, procedures and standards while striving towards overall guest satisfaction.
确保前台员工在为宾客提供服务的过程中遵循酒店政策、流程和标准。
3. Follow up Mobile Check-in & out, Mobile Key Control according to guest request and responsible for MTD & YTD performance.
管理Mobile Check-in & out和 Mobile Key完成率，及时响应宾客需求，完成年度和月度目标。
4. Follow all company policies and procedures.
遵守所有公司政策和流程。
SPECIFIC DUTIES 工作任务
1. Review arrival details report on a daily basis including VIP, Marriott Bonvoy member, regular guest, groups, special requests, etc. share related information with HSKP and RS to follow up.
查看当天抵店宾客信息，包括贵宾、万豪旅享家会员、团队预订及其它特殊要求。及时将信息通知客房部和送餐部持续跟进。
2. Identify VIP, Marriott Bonvoy member, regular and long stay guest, develop rapport to offer personalized service and assistance.
识别贵宾、万豪旅享家会员、常规以及长住客，建立良好关系，提供个性化服务。
3. Cooperation with HSKP and RSVN to balance room status, room type and upgrade rooms.
与客房部、预订部一起平衡房型、房态、房间升级。
4. Assist in resolving accounting matters: PM rooms, missing back-ups, refund and etc.
协助解决财务问题包括：有争议的账目、缺失的附件、退款等。
5. Review mobile service request and be responsible for MTD & YTD performance.
处理移动服务请求，始终关注年度和月度表现结果。
6. Carry out Marriott Bonvoy Member benefits, ensuring correct handling, prepare monthly reports and complete enrollment goals.
执行万豪旅享家会员礼遇，正确处理会员需求、准备会员报表，完成新会员招募目标。
7. Ensures Front Desk staff all complete upsell training, push Front Desk to complete upselling goals.
确保前台员工掌握销售技巧，推动促销目标的完成。
8. Daily check and assistant P.S.B procedure, especially foreign guests' passports and Exit-Entry Permit for Travelling to and from Hong Kong and Macao.
检查和协助宾客登记信息程序，特别是外宾护照和港澳通行证。
9. Organize Front Desk daily briefing according to R meeting standard, ensure employees grooming, personal appearance, behavior always meet standard.
组织每日前台例会，确保员工的仪容仪表、个人形象、言行举止始终符合酒店标准。
10. Responsible for correct handling of cash, credit cards, foreign currencies, vouchers and invoices.
正确处理现金、信用卡、外币兑换业务、付款凭证以及发票。
11. Ensure Front Desk staff service meet Marriott standards during check-in, check-out and other guest service process.
监督前台员工在办理入住、退房和其他对客服务过程中，始终遵守集团标准。
12. Ensure guest complaints are properly logged, ask assistance from LM or GSM if needed.
记录与解决宾客投诉，必要时征求宾客服务经理或忠诚客户经理的帮助。
13. Follow up Front Desk monthly training plan, monthly meeting, case study and continuously improve service quality.
组织部门的月度培训计划，月度会议，案例学习，不断提升服务质量。
14. Carry out other tasks as directed by your manager.
在上级指导下执行其它任务。