Key Responsibilities 主要职责

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  Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. 直接汇报并与前厅部经理沟通影响宾客服务和酒店运作的有关问题
• Provides functional assistance and direction to all departments. 协助和指导各部门
• Cooperates, coordinates and communicates with other hotel departments as required.按要求与其他部门沟通与合作
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• 确保客人在整个入住期间得到立即的关注和识别
• Responds to guest needs and resolves related problems 反馈客人需求，并解决相关问题
• Supervises and directs Reception and Reservations personnel.监督和指导前台和预订部员工
• Supports and assists Front Office personnel and all departments at peak periods. 在高峰期协助整个前厅部员工
• Ensures VIPs and priority club guests receive special attention确保贵宾和会员得到特别的关注
• Inspects front of house and back of house regularly for cleanliness. 定期检查前台和后台区域，保持干净整齐
• Assists Guest Relations in greeting, rooming, and sending off VIP guests. 协助前台迎接客人，引领客人和送别贵宾
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• 监督员工行为，制服和仪容仪表
• Check billing instructions and monitors guest credit 检查客人账务和信贷情况
• Check the rate variance report to ensure rooms revenue control检查房价差异，确保房间收益
• Takes action with the Property Management Systems (PMS) in emergency situation.紧急情况下对PMS采取措施
• Fully conversant with all hotel emergency procedures. 完全熟悉酒店应急程序
• Ensures front line staff comply with FIT Marketing techniques and maximize sales.
• 确保前线员工遵守散客销售技巧，最大化的销售酒店
• Handle all Complaints处理所有的投诉
• Maintain correct guest registration cards 确保客人正确填写宾客入住登记单
• Maintain G-care programs熟悉尊享会计划
• Maintain own cash float 维持自己的现金流量
• Update Guest History Maintenance更新客史信息
• Prepare contingency reports 准备意外事故报告
• Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed
• 监督管理夜班员工：行李员、清洁工、送餐员工，按照人力资源部的要求确保员工高效的工作
• Oversees the Night Audit Function 监督夜审的工作

上班地址：诸光路1588弄