前台主管 Front Desk Supervisor

1.
Review arrival information on a daily basis; VIP, Regular guest,
Groups, special requests, etc. Follow up with Housekeeping，Room Service and other
concerned departments.
2.
Responsible for correct registration procedure; registration
card, room allocation, credit policy, etc.
3.
Maintain good working relations with all departments, especially
Housekeeping and Reservations. Checks discrepancies and out-of-order rooms, to
ensure correct room status at all times
4.
Responsible for correct handling of cash and cheques, credit
cards, foreign currencies, vouchers and invoices
5.
Responsible for correct handling of safe deposit boxes
6.
Responsible for prepare activities for group arrival, correct
definition of group masters to ensure correct charges
7.
Responsible for correct check-out procedure following hotel’s
policies and procedures
8.
Responsible for reservations, changes and cancellations when
Reservation Office is closed
9.
Handle claimed reservations and turn-away according to
Sheraton’s policies and procedures
10. Report to
management on deficiencies and irregularities noted in the operation
11. Maintain a
thorough knowledge of the room rates, discounts, packages, hotel facilities,
special events, etc. and ensures GSA’s knowledge of the same
12. Responsible for
correct selling status in the Reception at all times, by close liaison with
Reservations
Complete the Scanning and sending guest` s ID/Passport
information by shift according to the policy by local PSB.
13. Complete the
scanning and sending guest`s ID/Passport information by shift according to the
policy by local PSB. Ensure all CO guest`s data was check out in PSB system
upon departure day .
14. Ensure that
guest complaints are properly logged and acted upon by trying to avoid any
guest leaving the hotel dissatisfied. Solicits assistance from Guest Service
Manager or Front Office Manager if needed
15. Assist in
preparing staff schedules, ensuring adequate staffing to meet business demands
16. Assist in
preparing payroll information on the due dates, to ensure correct payments
17. Maintain good
knowledge of all corporate programs, ensure GSA’s knowledge of these programs
18. Maintain good
knowledge of the Preferred Guest program, ensuring correct handling, prepares
reports and actively participates in enrolling new members
19. Assist in
resolving accounting matters; disputes, missing back-ups etc
20. Ensure that all
guest comments are logged and forwarded to the Front Office Manager
21. Be familiar
with SGSS standards and is guided in daily work by these. Monitors staff
performance continuously in this respect
22. Assist in
departmental training and assessments
23. Be alive to new
ideas and system which could benefit the department and hotel
24. Assists in
departmental training plan
25. Deliver high
quality service to guests
26. Ensure guest
needs and reasonable requests are met
27. Seek
opportunities to continually improve guest service
28. Identify VIP,
member, regular and long staying guest, develop rapport to offer personalized
service and assistance
29. Take
appropriate action to resolve guest complaints
30. Promote the
hotel and Sheraton product and service knowledge in order to explain services
and facilities to guests
31. Ensure a high
lever of cleaning is maintained in your work area
32. Responsible for
distributes daily work
33. Ensure the
sharing and follow up of the FD mail box properly.
34. Guard hotel
secrets
35.
Abide by the Sheraton Guest Satisfaction System (SGSS).
36.
Abide by the Hotel’s Policies and Procedures, Sheraton Code of
Business Conduct and the hotel’s Associate Handbook.
37.
Handle cash, Pool House Bank , cheques, credit cards, bills,
overages/shortages in accordance with hotel and Marriott policy compliance.
Follow all company policies and procedures.
38. Carry out other
tasks as directed by your supervisors.
1. 上岗前查看当天抵店客人信息，包括贵宾，万豪国际集团优先顾客，团队预订及其它相关的特殊要求。及时将相关信息通知客房部和送餐部及其它相关部门
2. 负责正确使用登记程序、填写登记卡、房间分配、信用方针等
3. 与所有部门保持良好的协作关系，特别是客房部与预订部。检查房态差异报告以及维修房状态，确保随时保持正确的房间状态信息
4. 负责正确处理现金和支票、信用卡、外币兑换业务、付款凭证以及发票
5. 负责正确处理保险箱业务
6. 负责团队抵店前的准备工作，确认团队总帐单以确保正确收款
7. 负责遵守酒店政策与服务程序，正确完成客人离店手续
8. 负责预订部下班后的预订服务、预订变更及取消预订
9. 根据喜来登原则与服务程序处理无法发现预订与超预订时婉拒服务
10. 向上级报告饭店在营业中存在的不足与缺陷
11. 熟悉房费、折扣、包价、饭店设施和特殊活动等相关知识，同时确保接待员正确掌握
12. 与预订部保持紧密联系，确保前台始终处于正确销售状态
13. 严格按照当地公安机关的要求做好入住客人证件扫描和上传。确保每日退房的客人资料要在PSB系统中退房。
14. 确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开饭店。必要时征求宾客服务经理或前厅部经理帮助
15. 负责准备员工排班表以确保有足够员工满足运作需要
16. 负责在指定日期准备工资信息报告以确保正确支付员工工资
17. 熟练掌握饭店所有合作促销计划，同时确保接待员熟悉掌握
18. 熟悉万豪国际集团优先顾客计划，确保正确处理、准备报表以及积极参与发展新会员
19. 协助解决财务问题，包括有争议的帐目问题及丢失的信息备份等
20. 确保记录所有客人意见，并向前厅部经理汇报
21. 熟悉喜来登顾客满意标准并贯彻于日常工作中。不断监督员工在这方面的表现
22. 协助部门培训与评估
23. 鼓励有利于部门与饭店发展的意见与系统
24. 协助制定部门培训計划
25. 向客人提供优质服务
26. 确保客人需求和合理要求被满足
27. 通过记录客人的评论并以此为实践，不断寻找机会提高对客服务水平
28. 确认贵宾，万豪国际集团优先顾客、常规以及长住客人。建立良好关系并提供个性化和超值服务
29. 采取合适的行动解决客人的投诉
30. 通过不断向客人介绍饭店服务与设施，从而促销饭店与喜来登的产品与服务
31. 确保所在工作区域的高度整洁
32. 分派下級做其他工作
33. 确保前台邮箱所受到的信息被很好的传达及跟进。
34. 保守饭店机密
35. 在工作中遵循喜来登对客服务满意标准(SGSS)
36. 遵守饭店的工作政策及程序，遵守喜来登的商业行为规范以及员工手册中的条款。
37. 按照酒店万豪政策合规处理现金、备用金、支票、信用卡、账单、长短款等，遵守所有公司政策和程序。
38. 在上级指导下执行其它任务