职位描述

Job Summary – (Role Summary)
工作概述﹣(职位概述)
? Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
负责管理所有前台的运营效率和服务工作。根据设定的说明和标准提供及时和专业的入住和退房服务。
Essential Duties and Responsibilities – (Key Activities of the role)
主要职责﹣(职务的主要工作)
? Conducts shift briefings to ensure hotel activities and operational requirements are known
进行有效的交接班简报工作，以明确酒店活动和运营要求
? Supervise front office operations during assigned shift including:
在当班期间监督前厅部运营情况，包括：
o Maintenance of guest information
维护客户信息
o Maintenance of information about local events
维护当地活动的信息
o Compile occupancy statistics
统计入住情况
o Supervise the use of he public address system
监督公共广播系统的使用
o Supervise group bookings
监督团组预订情况
o Assisting with serious complaints
协助解决严重投诉问题
? Supervise cashiering activities during shift including:
在当班期间监督收银活动，包括：
o Cash handling and banking procedure
现金处理和银行业务程序
o Dealing with irregular payments
处理非法支付情况
o Instructing staff in credit policies and facilities
就信用政策和设备对员工进行指导
o Instructing staff in cash security procedures
就现金安全程序对员工进行指导
o Carry out debtor control
实施应收帐款控制
o Prepare reports
准备财务报告
o Supervise the cashiering system
对收银系统实施监管
? Works with Superior and Human Resources on manpower planning and management needs
与上级领导和人力资源部一起进行人力规划和管理需求。
? Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
与上级领导和财务总监一起编制和管理部门预算。

职位资格和技能

Required Skills –
技能要求
? Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
拥有在与他人交往时大多数时间所使用的沟通技能；完全代表酒店，品牌和公司与顾客，员工和第三方交往的能力。
? Proficient in the use of Microsoft Office and Front Office System
熟练使用微软办公软件和前台系统
? Problem solving and organizational abilities
具有解决问题和组织能力
Qualifications –
学历
? Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent
具有酒店行政管理，酒店管理或相关的大专学历或专业证书。
Experience –
经验
? 1 years experience in front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.
拥有1年前厅或宾客服务工作经验，包括管理经验，或与此相当的教育和相关工作经验结合的背景。
3. ACCOUNTABILITY
责任
Number of employees supervised –
管理的员工
Direct Bell Captain / Guest Service Agents
直接 行李领班，前台接待
Indirect N.A.
间接 无
Annual Operating Profit/Payroll Budget –
年度经营利润和薪金预算
? N.A.
无
Key Metrics –

Job Board Specific Data

主要绩效指标
? Completion of assigned tasks
完成分配给的工作的情况
Decision Making Responsibilities (Decision Rights) –
决策职责(决策权)﹣
? Matters pertaining to Front Desk operations
与前台相关的事宜
? Within the authority as assigned for Hotel Band 7 role
酒店职位7级所拥有职权范围
4. KEY RELATIONSHIPS
主要关系
Key Internal Relationships –
主要内部关系﹣
? Hotel Employees
酒店员工
Key External Relationships –
主要外部关系﹣
? Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.
与酒店外的顾客和个人交往，包括但不限于：目前和可能的客户，业主公司代表，供应商，竞争对手和所在地社区成员。