ADMINISTRATIVE RESPONSIBILITIES行政职责

Ensures that staff attendance is complete.

确保所有员工都正常出勤

Ensures adequate receptionist on duty.

确保所有当班的前台接待都在岗

Conduct ongoing on the job training for the new hire and monitor their progression.

对新员工进行在岗培训并掌控培训进度

TECHNICAL RESPONSIBILITIES 技术职责

Ensures prompt, efficient and courteous service. Anticipates the needs of the guests and exceed their needs as much as possible.

确保提供快捷，有效和礼貌的服务。总是预见并超越客人的期望。

Is aware of the VIP amenities and all requests. All VIP’s, Long Staying Guest and return guest escorted to the room.

了解VIP客人的备品和所有要求,护送所有的VIP客人、长住客或回头客到房间。

Ensures strong guest recognition within the department and hotel，and are recognized and known within the department throughout their stay. Ensures all guests are greeted upon check in and departure.

确保在本部门及店内认知客人，确保部门员工在客人入住期间认知客人。确保问候所有入住及离店的客人。

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饭店服务和设施的简要信息。

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。

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 Hotels PMS system

OPERA-饭店的办公电脑系统

Telephone systems

电话系统

PSB system

旅客资料输入系统

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.

在当班时要保证前台接待任何时候不会空岗。

To be completely aware of the Fire and Emergency procedures of hotel, and the Front Desk’s responsibilities in an emergency.

了解酒店的消防和安全程序，并要负责前台的安全。

Ensures that at all times your personal presentation is immaculate and your clothes or uniform is in line with relevant Front Office and Hotel uniform or clothing codes.

在任何时候要确保你的个人表现完美无缺，并且你的穿着或者制服要符合前厅部和饭店的

有关要求。

Ensures that you as Front Desk Supervisor have a comprehensive knowledge of Shenyang and what is happening within the city at all times, and to ensure that all guest and callers inquiries are met with prompt, informative yet friendly solutions.

作为酒店的前台主管，要对沈阳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。

Responsible for adhering to the Rules and Regulations of hotel as set down in the Staff Handbook.

遵守饭店的店规店纪和员工手册。

Reviews and does follow ups for matters arising in the Front Desk’s logbook.

要检查和落实前台记录本上的事情。

Directs and supervises the Receptionist in guests registration in terms of room assignments and allocation.

直接管理前台接待员的工作，为客人登记、分配房间等。

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。

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, welcome folder, 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、欢迎卡、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 Receptionist. Does follow up on guest’s billing instructions.

检查当日实际抵达的客人表，以确保接待员已经将所有的相关资料输入了电脑。落实客人的帐务。

Contribute to overall operational efficiency by performing relevant duties as assigned.

按照要求履行工作职责，尽可能提高工作效率。

Use your supervision skills effectively to encourage and motivate staff.

运用管理技巧调动和提高员工的工作积极性。

Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.

不断地观察对客服务，尽力获得客人的认可和热忱的关注，确保客人得到最大程度的满足。

Establish good public relations with all guests.

同所有的客人建立良好的公共关系。

Provide guests with the most accurate and up to date information at all times.

向客人提供最新，最准确信息。

COMMERCIAL RESPONSIBILITIES商业职责

Being constantly aware of all rates and rate structures in place within 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适当的。

Being constantly aware of all promotions, packages and special rates that may be applicable

要清楚所有的促销、包价和特殊的价格。

Responsible for ensuring that every reservation contains the correct and applicable information. This will alleviate guest concerns during the check in and check out procedure.

负责保证每一个预订都要有正确和合适的资料。这将减少客人在入住和结账期间的麻烦。

Provide services and information to guests that is the most accurate and up to date possible, and is delivered to the guest in the most meaningful way.

通过最有效的途径，向客人尽可能地提最新，最准确的信息。

Maintain a very good reputation for the Hotel and assist to increase the overall profitability of the Hotel.

维护和保持饭店的良好声誉并且帮助酒店增加整体的收益。

HUMAN RESOURCE RESPONSIBILITIES人事职责

To understand, be supportive, helpful and encourage all colleagues.

理解、支持、帮助和鼓励所有的同事。

Have a good working relationship with all colleagues and employees of the Hotel.

同所有的同事和酒店的员工保持良好的工作关系。

RELATIONS 工作关系

Reports directly to the Front Desk Manager.

直接向前台经理汇报工作。

Assist in maintaining a close working relationship with all Departments of the Hotel.

同饭店所有的部门保持紧密的工作关系。

REPLACEMENT AND TEMPORARY MISSION 替代和临时任务

To assist and carry out duties as assigned by the Front Desk Manager or from time to time.

要协助并执行前台经理分配的工作。

To be flexible and willing when asked to fill in any areas where needed to help in an emergency or difficult circumstances as assigned or required by Management.

当出现紧急或者困难的情况，根据工作要求，服从分配。

To be ready and responsible to perform any other duties as designated or required by Management from time to time.

随时准备履行管理层分配的其它工作职责。

Profile

I. EDUCATION: College education, major in Hospitality or Tourism management or other related majors.

学历要求： 大专以上学历，服务专业或旅游管理专业；

II. Experiences: Front Office experiences or two years and above Front Desk experiences.

资历要求： 有前厅工作经验或从事前台2年以上的工作经验；

III. SKILLS: College English level, familiar with Opera or Fidelio system, be good at Microsoft Office.

工作技能： 大学英语，擅长Opera 或 Fidelio 的操作，应用Microsoft Office 软件；

IV. QUALITY: Enthusiasm in work, carefulness

个人素质： 积极敬业，工作认真细致；

V. ABILITY: Good communication and coordination ability, and good team spirit.

个人能力： 具备较强的沟通，协调能力及团队合作精神。

上班地址：辽宁省沈阳经济技术开发区翟家街道

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