前台主管 Front Desk Supervisor

MAJOR FUNCTION 主要功能 :
To supervise front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that front desk operations is working in a professional manner at all times.Will perform front desk clerk and cashier responsibilities and duties when assigned, and assume desk manager's responsibilities when needed.To train front desk clerks on a daily basis, on-the-job and during 15 minutes training.Assist the front office manager in all areas to ensure a correct and smoothly-operating department
MAJOR RESPONSIBILIES 責任概要 :
Responsible for the efficient and professional running of the front desk, including relationships with other departments.Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.Be prepared to perform all front desk functions, assist in monitoring the supplies and maintenance of all Front desk equipment.Lead by example: Provide a gracious and aggressive hospitality towards all customers.Be highly familiar and adhere to all policies, procedures and standards.Assist all associates with questions, problems which might occur.During peak hours, be at the front desk to ensure efficient and smooth service is provided to all customers.Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.Act empowered and use TQM tools and guidelines - also empower all associates to provide an outstanding service by using their empowerment guidelines.Be a problem seeker and solver.Ensure that work area is always clean, neat and organized.Plan meetings on a monthly basis and conduct them.Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.Bank out cashiers at the end of each shift according to the blind drop procedure.Ensure and encourage all guests are enrolled in our Marriott Rewards Programme upon check in to achieve monthly/quarterly/yearly target. Be prepared to work the night shift when needed.Check opening house count and establish rate to be quoted during the day with the reservations manager and the front office manager.Review discrepant rooms regularly.Ensure that all Marquis guests, VIP guests and repeat guests are identified, recognized, pre-blocked and special treatment is brought to the room.Determine weekly schedule, adjust according to business demands.Review credit report and take appropriate action to resolve all problems.Complete work or special projects as assigned and make sure to meet due dates.Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.Know how to hire, train and develop staff.
SPECIFIC DUTIES 工作任務 :
· Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel.
· Check the information board, daily event sheet, be up to date and informed about daily operations.
· Check with your immediate supervisor for additional information.
· Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.
· Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
· Develop knowledge about frequent guests and their special requests and needs.
· Also be familiar with cultural differences in order to meet all different customer needs.
· Have PMS and MARSHA skills.
· Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can.
· Be knowledgeable about etiquette and protocols.
· Be familiar with all emergency plans and be able to act upon them.
· Use your PMS password with discretion; always log off terminal when not working. Control that all associates are also doing that.
· Have a good knowledge about the city and the environment.
· Report any unusual occurrences immediately to the front office manager.
· Have a thorough knowledge of TQM principles and empowerment.
· At all times strive to represent Marriott in the most professional, courteous manner
· familiar with all equipment in AYS and be familiar with the system and functions.
· Assist and provide information for all callers, includes promoting of our hotel’s product or outlet.
· Know all F&B services, e.g. how it’s prepared, type of food, different kind of beverages, wines and their terminology.
To assist AYS department when required