Front Desk Supervisor 前台主管

1. Well versed on all
Brand Standard requirements for Reception and related areas.
熟知前台及相关部门的集团标准。
2. Ensure that all
associates are adhering to all hotel policies, standards, procedures and regulations. Needs to be able to perform in
all front of house functions.
确保所有员工履行并服从部门和酒店的方针政策与程序，能够执行所有前台功能。
3. Assist Front Office
Manager, Reception Manager, Guest Service Manager to ensure a smooth front of
house operations.
协助前厅部经理，前台接待经理，宾客服务经理确保前厅部的正常运作。
4. Ensure daily
operation is smooth and is manned by sufficient manpower at all times, with a
strong focus on Customer Service. All
associates should show genuine appreciation when greeting a guest at all times
(especially during check in and check out) and that all scripting is followed
per the Arrival/Departure Ritual Program.
时刻确保部门配以充足有效的人力，保证部门的日常运转顺利平稳的进行。强烈关注对客服务。真诚地服务每位客人（特别是入住和退房时），并遵循入住/退房标准程序。
5. Using assets wisely
and those assets should not be wasted.
Be responsible for hitting budgeted guidelines with a control system in
place.
善用资源，杜绝浪费。建立控制系统以达到指导目标。
6. Responsible for GSS
scores on Arrival Experience and Received Preferred Room Type.
负责宾客满意度调查中登记入住经历和所期望的客房类型。
7. With a strong focus
on Finance and cash handling related areas, such as Cash Drops, Payment of
bill, Foreign Currency exchange, and other related items.
特别关注与财务和现金有关问题，如投款、账目结算方式、外币兑换及其他相关内容。
8. Ensure Guest Service
team is positively affecting GV scores for Problem Experienced by resolving
guest issues timely, effectively, and professionally while hotel interest is
observed
确保前台员工即时，有效和职业的处理客人的事情，以积极的GV中问题经历。
9. Responsible for the
smooth, efficient and professional operation of all Reception areas. Ensure
good communications among departments.
负责接待处所有区域正常，有效和专业的运作。确保与相关部门良好的沟通。
10.Have knowledge of
local areas and be informed at all times about cultural, historical attractions
as well as their locations and hours of operation.
了解当地名胜古迹的位置及营业时间，并随时更新。
11. Act as point of
contact to arrange and organize guest stay. Act as role model for fellow
associates and assure service quality meet brand standard. Create welcome
hospitality and professional atmosphere in your area to ensure total guest
satisfaction.
合理的安排客人入住。在下属的员工中起模范带头作用并确保服务质量和集团标准一致。制造热情欢迎和专业的气氛在你的工作范围以确保所有的客人满意。
12. Ensures that all
procedures and policies are in place and followed. Conducts audit and controls
on a regular basis. Communicates with accounting in case of any irregularities;
and coaches and counsels associates whenever appropriate.
确保所有的程序和政策都在执行。负责有秩序的进行审计和控制。和财务部保持沟通防止任何不和规则的事情，并给与员工适当的指导和劝告。
13. Ensure proper
check-in/ out procedure are followed. Strictly follows bank-out procedures and
cash handling procedures. Be familiar with sales strategy, ensure No Further
Rate guarantee
确保执行正确的入住和结账程序。严格按照现金及非现金业务的操作程序。熟悉销售策略，确保价格统一。
14. Ensure
Confidentiality of User Log-ons. Ensure that Reception users are logged out
when leaving the area.
确保用户登录的保密。确保接待处员工在离开工作区域时退出登录。
15. Reviews Rooms
Controllers daily instructions regarding room blocking.
根据房控员每日指导检查房间安排情况。
16. Following the
Marriott Bonvoy sign up program, to ensure rewards sign-up rates and activation
rates meets the hotel goal. Must also
ensure that Missing Stays points are kept at desired goal.
执行万豪旅享会员注册实行计划；确保会员注册率和活动率达到集团目标。必须确保遗漏积分保持在既定目标内。
17. Responsible for
ensuring that all FD staff are aggressively following an Up-sell Program and
monitoring results and goals.
负责保证所有接待处员工积极执行推销程序，监测完成情况与目标。
18. Responsible to
ensure all guests are entered into PSB system, and that all staff is trained to
do as such.
负责保证所有客人信息及时录入PSB，培训所有员工按此执行。
19. Responsible for
training and hiring newly hired associates in front desk area. Ensures that
daily training is provided for technical, hospitality, communication,
management, and organizational skills. 15 minute daily training is required.
负责培训前台区域新入职员工。确保每日的培训包含技能技巧，信息沟通，管理和组织的技巧。15分钟每日培训时必须的。
20. Ensures that
recognition programs for both guest and associates are in place and working.
Responsible for all repeat guest special requests, lead front desk team to
follow through and ensure guest has an enjoyable stay.Establish system in
place for repeat/rewards/VIP guest recognition program. Being able to
contribute and lead front desk team to participate in up sale program.
确保客人及员工的奖励计划合适并执行。负责所有回头客的特殊要求，领导前台员工确保客人有一个愉快的入住经历。在系统中建立回头客/积分兑换/VIP客人的奖赏计划。带领前台努力进行升级销售。
21.Initiates
additional tasks to improve existing procedures and guest satisfaction.
制定额外的计划去提高现有的程序和客人满意度。
22. Resolves system
problems and can operate the system manually. Can lead the staff through a down
time.
可以解决系统问题并会使用手动运行系统。在系统中断时间内领导员工。