Front Desk Supervisor 前台主管

§ Front Desk Supervisor is responsible and accountable for all operations in relation to the front desk area of The Hotel whilst on duty. All computer input, manual filing procedures and statistical information relevant to reservations must be of high quality. Should strive to provide the most comprehensive and accurate information, to telephone callers, guests and other staff and Departments of the Hotel.
前台主管在当班期间要对所管辖的前台的运作负责。输入电脑的资料，存档登记资料和有关预订的统计资料必须有较高的准确性。必须为电话来访者，客人和酒店其他部门的员工提供全面的和正确的信息资料。
§ Front Desk Supervisor is responsible and accountable for achieving and maintaining the highest standards of guest service and satisfaction. Responsible for daily operations of the Front Desk.
前台主管负责保持高标准的对客服务，从而赢得客人最大的满意，同时通过有效的日常管理，确保前台在预算的范围内得以高效运作。
§ The OPERA computer system contains a comprehensive guest history option, and it is the responsibility of the Front Desk Supervisor to ensure that Hotel has the best, most accurate and most personalized individual guest histories.
OPREA电脑系统中保存有全面综合的客史资料，前台主管要对酒店的客史档案负有责任。以确保客史档案是最好的、最准确的及最具个性化的客户史。
§ Responsible to ensure that all information relating to a reservation is keyed correctly into OPERA and is of the highest quality, and errors are kept to an absolute minimum. This practice will allow the production of true and correct statistical information, which will in turn enhance the overall hotel operation.
要负责所有的预订资料准确地输入OPERA电脑系统中。资料要保持高质量并要将错误减少到最小。准确真实的统计资料将增强整个酒店的整体运作。
§ Assists the Front Desk Manager to ensure all front desk agent and sub-ordinates adhere to hotel rules and regulations.
协助前台经理负责所有的前台员工以及助手能遵守酒店的规章制度。
§ Assists the Front Desk Manager to supervise and delegate duties to all front desk staff within the section and to prepare their work schedules as required.
协助前台经理保证所有员工的监督管理，并根据要求制定工作日程。
§ Assists the Front Desk Manager to responsible for all activities at the front desk.
协助前台经理管理前台所有的事务。
§ Obtain briefing from Front Desk Manager on problems and situations requiring further attention.
从前台经理处获取需要注意的问题和事情。
§ Responsible for advising relevant Senior Management of all incoming VIP guests so that special requirements that may need to be attended to are actioned accordingly.
要负责向上一级管理人员汇报所有即将抵达的重要客人的情况，以便能够进行特殊的安排。
§ Ensure VIP rooms; reservation with special requests; pre-registered guests and tour group arrivals are all pre-blocked. Front Desk Supervisor is also to coordinate with Housekeeping to ensure that vacant clean rooms are available before guests’ check-in.
保证贵宾用房，有特殊要求的预订，和团队的房间要提前安排好。前台主管也需要同客房部联系以保证在客人抵店前有足够的干净房间。
§ To ensure guest retention program extend to loyalty customer on a consistent basis.
确保回头客政策能持续地延伸到每个忠实客人的身上。
§ To ensure that all telephone inquiries are provided with concise information concerning the services and facilities provided by the Hotel.
确保为所有的电话查询提供有关酒店服务和设施的简要信息。
§ To ensure cash flow at front desk hand over to each shift in accurate amount, any shortage or overage should report to Front Desk Manager for immediate action.
确保前台每班交接的备用金金额准确，任何短款和长款必须立即向前台经理汇报。
§ Ensure that “shift reports” are printed and “Traces” are followed up accordingly.
保证班次报表能按时打印，并且跟踪报表能相应的跟踪执行。
§ Supervises front desk operation and workflow to maximize guests’ satisfaction.
监督管理前台的正常运营和流程，以最高限度的使客人满意。
§ Responsible for ensuring that clear and constant communication lines are kept with all staff, areas and other Departments.
负责确保同所有员工，区域和其他部门保持良好的沟通。
§ Coordinates meal breaks.
组织好员工的用餐时间。
§ Ensure that high balance rooms in “High Balance Report” are all resolved properly.
保证所有的在“超支信用报表”上的超支的房间能尽快的解决。
§ Keeps Front Desk work areas neat at all times.
随时保持前台区域的整洁。
§ Handles problems and seeks assistance of Front Desk Manager when necessary.
帮助员工处理问题，如需要可向前台经理寻求帮助。
§ Maintains all equipment in good working order and trains new employees on equipment utilization.
所有设备必须保持在良好的工作状态下，并教给员工如何正确使用。
§ Is responsible for the inventory and control of stationery and collateral for Front Desk.
负责控制前台所需的文具和工作所需的物品库存。
§ Is totally familiar with all Front Desk back-up procedures in the event that any Front Desk equipment malfunctions.
在前台设施设备出故障时，要熟知前台备份的工作程序。
§ Is thoroughly familiar with all Emergency Procedures as specified by The Hotel.
十分熟悉酒店所有的应急工作程序。
§ Is conversant with front desk procedures, conducts training of new staff when necessary.
熟悉前台的工作程序，向新员工进行相应的培训。
§ Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.
熟悉雅高忠诚计划，和常飞卡计划以及其优惠政策。
§ Briefs next shift Supervisor/Captain on outstanding issues requiring further attention.
向下班主管/领班交接未完成的事宜和需要注意的事情。
§ Assumes other duties as assigned by the Front Desk Manager
完成前台经理分配的其它工作。
§ Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way.
通过最恰当的途径，尽可能向客人提供最优质的服务和最新、最准确的信息。
§ Maintains a very good reputation for The Hotel and assists to increase the overall profitability of The Hotel.
为酒店保持良好的声望并帮助酒店增加收入。
§ To acquire, through training provided, a thorough working knowledge of the following;
通过培训，要获得以下工作知识:
§ OPERA - The Hotel Computer System
OPERA---酒店的电脑系统
§ Telephone Systems
电话系统
§ Ensures that you are completely aware of the complete range of services and facilities that hotel will provide to its guests and visitors.
确保非常清楚酒店为客人和来访者所提供的服务和设施。
§ Ensures that the front desk area is not left unattended at any time whilst on duty.
在当班时要保证接前台任何时候不会空岗。
§ Maintains and be aware of the importance of guest recognition.
要知道客人赞赏认可的重要性。
§ Ensures that as Front Desk Supervisor in the Hotel have a comprehensive knowledge of the City and what is happening within the City at all times, and to ensure that all guests or callers inquiries are met with prompt, informative yet friendly solutions.
作为酒店的前台主管，要对城市有广泛的了解并要了解城市中所发生的事情。要确保快捷,友好地解答所有打电话的人或者客人的询问。
§ Reviews and does follow ups for matters arising in the FDA’s logbook.
复查和落实前台工作日志中记录的有关事项。
§ Checks the daily Arrival List, Special Arrival List for VIPs, repeat guests and FITs.
检查每日预抵客人表、重要客人、回头客和外国散客的预抵表。
§ Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards.
通过预抵客人报表检查所有预先打印出的登记单，以确保所有的预订房间都已经事先做了登记。
§ Verifies with the Reservation Manager on the current daily reservation against the Arrival List to ensure that no reservation is lift out.
依照预抵客人报表同预订经理核实当日预订，以确保没有漏掉任何预订。
§ Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests.
检查所有回头客的登记单以确保所填写的相关资料是客人登记入住所必需的。
§ To be responsible for the preparation of all the necessary materials for check-in (i.e. Registration,, keys etc.) for VIPs, pre-registered guests and groups before their arrival.
要负责准备客人登记入住时所需要的物品(例如:登记单,钥匙等)，为重要客人，团队抵达前事先做登记。
§ Checks through all actual arrivals for the day to ensure that all relevant information has been keyed in accordingly by the FDA. Does follow up on guest’s billing instructions. This will alleviate guest concerns during the check in and check out procedure.
检查当日实际抵达的客人表，以确保前台员工已经将所有的相关资料输入了电脑。落实客人的帐务。
§ Checks rooms discrepancies reports and take needed actions
核实房态差异报表，及时采取措施
§ Being constantly aware of all rates and rate structures in place within the Hotel and to whom they are applicable
要清楚酒店的所有房价和房价构成，并且给予客人的房价是合适的。
§ Being constantly aware of all promotions, packages and special rates that may be applicable
要清楚所有的促销活动，套价和特殊的价格。
§ Responsible for adhering to the Rules and Regulations of the Hotel as set down in the Staff Handbook.
遵守酒店的店规店纪和员工手册。