Front Desk Manager 前台经理

1.
Ensure maximum sale of rooms at highest possible rates daily.
2.
Ensure proper staffing of Reception at all times.
3.
Make sure all Reception employees are always well-groomed.
4.
Coordinates teamwork with other departments.
5.
Review arrival and next day arrival information on a daily basis,
VIPs, regular guests, Starwood Preferred Guest, long staying guest, groups,
special requests etc. Follow up with relevant department
6.
Approve upgrades, special amenities and late check out.
7.
Adhere to complimentary and special discount rooms procedures.
8.
Liaise with the Housekeeping Department to ensure room image is
maintained and the “Room Ready on Arrival” policy is adhered to.
9.
Ensure Reception personnel handle guest registration efficiently,
promptly and courteously.
10.
Be aware of all establishment credit policies and procedures
11.
Liaise closely with Finance Department to ensure that credit
procedures are properly carried out
12.
Ensure correct foreign currency exchange procedure
13.
Ensure correct handling of safe deposit boxes
14.
Know system recovery procedures
15.
Coordinate work operations within the department/ unit/ outlet
16.
Prevent and resolve grievances
17.
Discipline staff when applicable
18.
Provide ongoing advice and support to staff under your
supervision
19.
Ensure on-going departmental training
20.
Manage the delivery of high quality service to guests
21.
Deliver high quality service to guests
22.
Ensure guest needs and reasonable requests are met
23.
Seek opportunities to continually improve guest service
24.
Identify VIP, regular and long staying guest, develop rapport to
offer personalized service and assistance
25.
Take appropriate action to resolve guest complaints
26.
Promote the hotel and Sheraton product and service
27.
Maintain a high level of product and service knowledge in order
to explain and sell services and facilities to guests
28.
Adhere to the hotel’s security and emergency policies and
procedures
29.
Log security incidents and accidents in accordance with hotel
requirements
30.
Ensure a high lever of cleaning is maintained in work area
31.
Ensure all reporting and servicing deadlines are met on a timely
basis
32.
Abide by the Hotel’s Policies and Procedures, Sheraton Code of
Business Conduct and the hotel’s Associate Handbook.
33.
Carry out other tasks as directed by your supervisors.
34.
Responsible for talent management and developing succession
plan for each position in the Reception. Actively promote Marriott Careers by
identifying, coaching and mentoring candidates on development tracks.
35. 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.
1. 确保每日房间以尽可能高的房价销售。
2. 确保前台员工安排合理。
3. 确保所有前台员工总是有良好的仪容仪表。
4. 与其它部门团队协作。
5. 每日查看当日/次日贵宾、常规客人、喜达屋优先顾客、长住客人、团队客人以及特别要求，并通知有关部门。
6. 批准升级, 特殊赠品以及延迟退房。
7. 坚持免费房及特殊折扣房程序。
8. 与客房部协调以确保房间形象和“待用房”政策得到保持。
9. 确保前台员工高效、快速、礼貌地办理客人登记手续。
10. 建立完整的信用政策与程序
11. 与财务部门建立紧密联系，确保正确执行信用程序。
12. 确保正确的外币兌换程序。
13. 确保正确使用保险箱。
14. 了解系统恢复程序。
15. 在部门/小部门/服务点内进行协调。
16. 避免和调解报怨。
17. 约束员工遵守纪律。
18. 给予所管辖的员工以不断的建议和支持。
19. 保证持续的部门培训。
20. 负责向客人提供高质量的服务。
21. 向客人提供优质服务。
22. 确保客人需求和合理要求被满足。
23. 不断地寻找机会发展对客服务。
24. 认识贵宾、常客和长住客人，并提供个性化的服务与帮助。
25. 采取合适的行动处理客人的投拆。
26. 促销饭店和喜来登产品与服务。
27. 保持高水平的产品和服务的知识,以便为客人解释服务和饭店设施并将这些服务和设施销售出去。
28. 坚持饭店安全制度、紧急情况处理规定和程序。
29. 按照饭店要求记录安全日志和事故记录。
30. 保持维护所在工作区域的高度整洁。
31. 确保所有报告和服务都按时完成。
32. 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。
33. 完成上级交待的其它任务。
34. 负责前台的人才管理与接班人计划。积极支持万豪职业关爱计划，挑选部门人员加入到各个发展轨迹并未他们提供辅导.
35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。