FO-GSM JOB DESCRIPTION_人力资源管理_经管营销_专业资料.docx

岗位职责职位前台经理部门前厅部小部门前台经理向汇报前厅部经理基本职责To supervise the Front Office all units activities during the shift and handle guest relations and requests. Including Front Desk, Concierge, Service Command Centre and Le Royal Club.负责督导前厅各分部的工作并提供对客服务。包括：前台、礼宾部、宾客服务中心和行政楼层。DUTIES AND RESPONSIBILITIES职责和任务1. Review arrival information on a daily basis; VIP, Wyndham Rewards, Regular guests, Groups, special requests etc.每班次检查当日抵店客人信息，包括贵宾、温德姆会员、常客、团队的情况以及特别要求2. Random check the PSB during the shift每班次抽查输入外管的准确性3. Meet VIPs, Wyndham Rewards, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory欢迎贵宾、温德姆会员、常客和长住客入住，并确保他们对分配给他们的房间满意4. Assist in investigating and resolving written guest complaints协助调查和解决客人的书面投拆5. Log all incidents of importance including security incidents and accidents, and guest comments in shift logbook in accordance with hotel requirements for Management在值班记录簿上记录所有重要事件以及宾客意见供管理层参阅6. Be responsible for night duties, carry out hotel night audit according procedure负责酒店夜间运营，按程序完成夜审工作7. Assist Front desk when required, help guest check in, check out, etc协助宾客服务员工作，帮助客人登记入住，结帐离店等等8. Assist in handling claimed reservations and turn-away according to hotels policies and procedures按照酒店政策和程序处理无预订记录和酒店客满时婉拒客人入住的情况9. Assist in resolving accounting matters, disputes, missing back-ups etc协助解决财务问題，包括有争议的帐目、单据遗失处理等情况10. Assist in keeping Lobby, Driveway, and entrance are clean and tidy. Oversee activity in main lobby and assist the Guest Service Agents whenever possible协助保持大堂、迎宾道和酒店入口整洁有序，督导大堂内的活动并在需要时协助宾客服务员工作11. Responsible for the communication with reservation centre and handle the reservations from travel agency/group and sales department. 负责与预订中心的沟通，处理旅行社、订房中心以及酒店销售部的预订。12. Represent Management in all guest related issues in the best possible way, maintain effective guest relations, builds rapport and offer personalized service and assistance尽可能用最好的方式代表酒店管理层处理与客人有关的一切事宜，保持有效的对客关系，建立和谐的气氛并提供个性化的服务和帮助13. Deliver high quality service to guests, handle guest requests and takes personal responsibility to ensure reasonable requests are met by following up with relevant departments. Seek opportunities to continually improve guest service向客人提供优质服务，亲自处理客人需求或通过亲自追踪相关负责部门，确保客人需求和合理要求得到满足，不断地寻找机会提高对客服务14. Identify VIPs, Wyndham Rewards, regular and long staying guest and build rapport to offer personalized service and assistance识别贵宾、温德姆会员、常客和长住客，建立融洽关系并亲善地提供个性化的服务和帮助15. 确保正确记录客人的投诉并采取合适的行动解决，尽量避免客人带着不满意离开酒店，必要时从管理层获得帮助JOB SPECIFICATION工作要求1. Good knowledge and very familiar with all front office area operation 掌握前厅部工作知识并且十分熟悉前厅部各分部门日常运行2. Good knowledge of local area information, handle guest request efficiently熟悉各类相关信息，尽力为客人解决问题3. Good English language skill良好的英语能力4. Good supervisory skill, with emphasis on “ people management”良好的管理技能, 强调“人性化管理”5. Good communication skill良好的沟通技巧6. Be good at organize and problem solving良好的组织以及解决问题的能力7. Good finance knowledge良好的财务知识Education教育University degree in hospitality or related subjects preferred 具有酒店专业或相关专业大学学历者优先考虑Experience经验Min. 3 years front office working experience required in sup